You can ask for a refund (called a reimbursement) if you have paid for something that is already approved and listed in your care plan and budget.

If you spend more than what’s been approved, or buy something not included in your care plan, your request may not be accepted. If that happens, we will send you a letter or email explaining why.

 Example

You have approval in your care plan to buy continence products each month.

You go to the pharmacy and pay $82.50 for a month’s supply.
The pharmacy gives you a receipt showing the full amount paid.

To be reimbursed:

1. You fill out the Reimbursement Request Form
2. You write that the items were for personal care, as approved in your care plan
3. You attach the receipt
4. You include your bank details so we can return the money to you

If the request matches what’s in your care plan and there are enough funds in your home care account, you’ll receive your refund in the next pay run.

If anything is missing or not approved, we’ll contact you to explain why the request can’t be processed.

If everything is correct, your refund will be paid in the next pay run (usually within 10 business days).

If there’s a problem, we’ll contact you to explain what went wrong and how to fix it, if possible.

We want to make sure your home care funding is used correctly. Your request might be declined if:

• The item you bought wasn’t in your care plan or budget
• The purchase wasn’t approved by your care manager
• The receipt is missing, unclear, or not from a legitimate Australian business
• There is insufficient funds in your funding to pay for it
• The item or service is an exclusion under the program
• The provider you used isn’t an approved external provider with us. All approved external providers must have submitted all required compliance documents.