ShiftCare’s Support at Home claiming feature allows providers to generate claim files for Services Australia that include all eligible SaH transactions. Claims are exported in the required CSV format and packaged in a ZIP folder for upload.
This guide explains how to generate, review, update, and finalise SaH claim files:
Support at Home (SaH) Claiming
What Is Included in a SaH Claim File?
Transactions charged to any of the following SaH accounts will appear in the downloadable claim file:
SaH Support at Home Fund Account
Assistive Technology
Home Modifications
End-of-Life Pathway
Restorative Care Pathway
Care Management
The generated ZIP folder contains:
A CSV claim file formatted to Services Australia specifications
All uploadeddocuments attached to transactions in the claim (e.g., receipts, invoices)
Accessing SaH Claims
Navigate to Invoices > SaH Claims from the sidebar menu.
You will be taken to the main Support at Home Claims screen, where you can:
Generate a new claim
Update the most recent claim file with new transactions
View and download previously generated claims
Export all SaH transactions in a CSV file (see Bulk Transaction Download section below)
Before Generating a Claim
Each transaction must contain all required information to be populated in the claim file.
To check:
Open the client’s SaH transaction table in their Funds & Accounts page from the sidebar menu.
Click the Edit icon on the claim.
Review and update any missing or incorrect details, then click 'Save Transaction'.
Generating a New Claim
Navigate to Invoices > SaH Claims from the sidebar menu.
Click Generate New Claim. This will create a new claim file containing:
All transactions dated this Monday through the end of Sunday
Any previously unclaimed transactions
To view the claim, right-click the menu button and select 'View Claim'.
A table will display all clients included in the claim.
To download the claim, click 'Prepare and Download Claim'. A ZIP folder will be downloaded containing:
The Services Australia–formatted CSV
All uploaded transaction documents
After downloading, all transactions in the file will be marked as 'Submitted'. You can now upload the claim file to Services Australia and receive payment for services.
After Uploading the Claim
Once Services Australia has processed your claim and paid the applicable items, return to the SaH Claims page to finalise the claim in ShiftCare.
No Changes Required
If no changes are required and all transactions were paid in full:
Open the relevant claim by right-clicking the menu button and selecting 'View Claim'.
Click 'Mark all as Paid' and confirm the action.
Important: Marking all transactions as Paid is permanent; no further edits can be made.
Once marked as paid, the status of submitted transactions will change to 'Paid'.
Paid items classified as 'Independence' or 'Everyday Living' become available for:
ShiftCare invoicing
Xero and MYOB invoicing integrations
Changes Required
Adjusting Client Co-Contribution Rates:
If a client’s contribution rate needs adjustment, navigate to Clients >List > click on the client's name > Support at Home tab.
Update the co-contribution rates and click 'Save'.
Fixing Rejected Transactions:
If Services Australia rejects specific transactions, select the client in the claim.
Navigate to the transaction table in Funds & Accounts.
Locate the rejected transaction/s and in the Claim column, use the dropdown menu to change the status to 'Unclaimed'.
Once the transactions have been amended:
Return to the SaH Claims screen and reopen the claim.
Click 'Mark all as Paid' and confirm when prompted.
All remaining submitted items will now be marked 'Paid' and will be available for invoicing.
Notes
When adding transactions via 'Add Transaction', please make sure 'Invoice to Client' is checked if you want the item included in claim files.
If a claim file has been generated but not yet marked as 'Paid', additional transactions may still be added by selecting 'Generate New Claim' as usual.
If a claim has been marked as 'Paid', any new transactions for that period will be included in the next claim file.
Bulk Transaction Download
You can download all SaH-related transactions by navigating to SaH Claims and clicking 'Export All Transactions'.
This export currently includes transactions dated from 1 November 2025 to 31 December 2025.
Once the export is ready, you can download it from Reports > Download Center.
Along with the data contained in the CSV claim file, the download will also contain:
Contribution Rate
Client Rate
Category
Type
Service
Client Contact Details
Description Details
Start and End Times
For further assistance with Support at Home (SaH): Claiming and Bulk Transaction Download, please contact our Support team using online chat when you're logged into ShiftCare or email our Support team at support@shiftcare.com.