Transport is not currently in the CSV for rates. Do we manually add this?
Answer: We updated the CSV late last week to include transport, so please re-download the CSV and you’ll be able to enter your transport rates.
What happens to travel and transport? I know we can't charge it as a separate fee under SaH, however, can we still track it in Lookout?
Answer: Yes, travel will still be tracked in Lookout via our integration with Google Maps. This includes information between visits for a worker and the kilometres entered at checkout by a worker as part of a visit.
Will client transport and provider travel appear on the new client statements?
Answer: Provider travel and client transport are not something you can claim under SaH. The expectation is that any travel costs related to service delivery are built into the rate you charge for that service, rather than listed separately.
However, you can still claim for direct and indirect transport provided to the client. These are claimed per trip, and you can set up different rates based on distance. For example:
0–10 km trip: $10/trip
10–20 km trip: $15/trip
20+ km trip: $20/trip
You can configure these transport rates however best suits your service model. We’re also exploring ways to make it easier to add transport to a visit (or multiple SaH services and apportion different rates to the one visit), so you won’t need to create separate visits just to capture social support and transport together. Watch this space for updates.
Are Segments useful for travel? How would this work?
Answer: Segments let you control which rates apply to different groups of clients. For example, if you want to charge higher rates in regional areas, you could create a “rural” segment and set up a specific rate variant for direct transport.
You’ll be able to link segments to membership plans, which lets you control which price list applies to each client group, ensuring the correct transport rate is applied automatically based on their membership plan.
Under Support at Home, can we not charge client's travel fees per km, as provided by the carer?
Answer: You can if you do some clever set up of your direct transport rates. Direct transport is claimed per trip, however you can set up different variants based on distance if you wanted to. For example:
0–10 km trip: $10/trip
10–20 km trip: $15/trip
20+ km trip: $20/trip
We’re interested to learn how you would like to charge for transport and we can look into mechanisms that will allow for you to enter transport the way you’d like, but claim compliantly.
Under Support at Home, can we not charge client's travel fees per km, as provided by the carer?
Answer: In this fact sheet it states the cost of client transport must be included in the unit price for the service. See https://www.health.gov.au/sites/default/files/2025-03/guidance-for-setting-support-at-home-prices-fact-sheet-for-providers_0.pdf.
Cab charge will fall in what category with Support at Home?
Answer: Indirect transport.
So client transport from the payroll point of view – can that now be added against any SaH visit?
Answer: Yes. Client transport will remain for the care worker to enter the number of kilometres travelled in a visit. We are currently working on our solution on how this can be configured under S@H pending some clarification from Services Australia.