Integration with Aged Care Provider Portal (via PRODA)

Article contents:
Overview
   > What’s changing?
   > Why we’re using PRODA integration
   > Important: PRODA set up requirements
Configuration
   > Step 1: Set up your PRODA account
   > Step 2,3, and 4:
   > Step 5:

 

Overview 

We’re making things simpler and smarter by integrating with the Aged Care Provider Portal via PRODA. This change will automatically update all active HCP-funded memberships to dual-funded memberships (HCP and Support at Home). 

Here’s what you need to know: 

What’s Changing? 

• Before 1 November: You’ll continue to see services funded by HCP (Home Care Packages) in rosters. 

• From 1 November onward: Services will be shown as funded by S@H (Support at Home). 

• No action is required – all updates happen automatically. 

• All historical data stays intact, including: 

• Help Plans 

• Account records 

• Past statements 

• There’s no manual data migration or confusing switchover. It’s all seamless. 

 

Why we’re using PRODA integration 

Connecting through PRODA makes managing client care and funding easier and more reliable. It automatically syncs funding details, subsidies, supplements, and client contribution percentages directly from Services Australia, so you’re always working with accurate, up-to-date information.

For client contributions, PRODA pulls through the correct percentage based on each Member’s circumstances. For example:

• If a Member is on a grandfathered HCP package with no income-tested fees, PRODA will show 0% contributions.
• If a Member is required to pay income-tested fees, the correct percentage rate will display.
• For new Support at Home Members, their assessed contribution rates will also sync automatically, giving you visibility without manual setup.

PRODA also handles special funding scenarios. For example, if a Member is on interim funding, the API first returns the reduced subsidy (e.g. 60% allocation) and the date when the remaining subsidy (the extra 40%) will apply, ensuring your records are always accurate and aligned.

This means submitting claims becomes simpler and more reliable, with fewer errors to fix later. With less time spent on admin, your team can stay focused on what matters most: delivering quality care.

It also helps reduce the risk of over- or under-claiming by using verified data, giving you peace of mind and greater confidence in your reporting.

 

Important: PRODA setup requirements 

To ensure your service remains compliant, it’s critical that you complete your PRODA configuration and integration before 1 November. 

If PRODA is not set up in time, we cannot guarantee that client statements generated after this date will meet compliance requirements. 

Please ensure this setup is prioritised. If you need assistance, our team is here to help. 

Previewing Data Before Linking

It's not possible to preview the data received from Services Australia ahead of November 1st. Once available from November 1st, Lookout will begin syncing client contributions, supplements, budget allowances, and levels. This process may take until November 5th, depending on response times from Services Australia.

The data won't change until after the 1st, when the Membership automatically transitions to Support at Home. Only new data will be added, original HCP memberships will still be available for record-keeping purposes.

Configuration 

To connect your TLW platform with PRODA, you’ll need to complete the setup steps provided by Services Australia. 

We’ve grouped these into three key tasks that align with how TLW works. However, this is something your organisation must complete directly with Services Australia. 

The Lookout way is not able to complete or assist with these steps on your behalf. 

If you need help, you’ll need to contact Services Australia’s support directly. 

 

Step 1: Set up your PRODA account 

Before you can integrate with the Aged Care Provider Portal, you’ll need to complete Step 1 from Services Australia’s setup guide. 
 

Who Needs to Do This? 

A Director or authorised representative from your organisation must create and manage the PRODA account. They’ll need full access to complete the setup. 

If you have any questions or issues during this step, please contact Services Australia directly.

The following support channels are available:

• Aged Care Helpdesk - 1800 195 206
• PRODA - Call eBusiness on 1800 700 199 select Option 1

 

The Lookout Way cannot assist with PRODA account setup, as this must be completed by your organisation. 

 

Steps 2, 3, and 4: 

You’ll also need to complete Steps 2 to 4 from Services Australia’s setup guide. The details Lookout needs to provide are:

• Software vendor name: The Lookout Way Pty Ltd
• Software name: LookoutV1.0
• Software integration version: V1.0

For your convenience, we have pre-filled the AC027 form with the above information and attached here: AC027 form

We recommend using “tlwintegration” as the Device Name. However, if you’ve already set up a different Device Name, that’s fine, just make sure it matches exactly on both the Aged Care Provider Portal and the AC027 form. 

There's a checkbox on the form to tick if this is a new, update or end registration. Please tick the New registration box, as this is the first time connecting your organisation with Lookout via PRODA. For future updates, you will select the Update box. 

As this form is to configure your integration with Lookout, in section five of the form, you only need to add the service IDs that use "home care" and not select anything else except "home care".

It is currently taking Services Australia 3 - 4 days to process the forms. You will receive an email from Services Australia once the form is processed. 

 

 

Step 5:

• If you completed Steps 1–4 before 21st October and are now moving on to Step 5:
  → Start with Step 5A, then complete Step 5B.

• If you are completing Steps 1–5 all on the same day and it's after 21st October:
  → You can skip Step 5A and go straight to Step 5B.

5A: When you set up a device, a Device Activation Code is automatically generated. This code expires after 1 day and is used behind the scenes to connect with our system. Please follow step 3 noted here: Manage a B2B device and regenerate a new device code before adding to Lookout (part B).

Regenerating the activation code won’t affect the Device Name and won’t change your PRODA RA number. So, there’s no need to redo the AC027 form, just regenerate the code when requested and then populate it in Lookout.

5B: This is where you'll input details into Lookout to finalise the setup. You must complete this step on the same day as steps 2, 3, and 4. This is due to the Device Activation code expiring after 24 hours. This step can be completed while waiting for the AC027 form to be processed.

What You'll Need to Do: 

A Lookout admin with Login Management permissions will need to: 

• Go to Admin Settings > Subscription 

• Enable the integration toggle 

• Enter the required details:
  • Device Activation Code
  • Device name
  • PRODA RA (Organisation)
• All fields are mandatory - please ensure the information is accurate and complete.