All questions should be directed to the home care provider, who is their care manager. This manager oversees all aspects of the home care package.

The delivery and preparation of prepared meals can be paid by a home care package. Home care packages cannot pay for the food component, or any part of take away food. Industry standards have the food cost at approximately 30%, meaning 70% of prepared meals can be paid by the home care package.

This is then paid to the provider of the prepared meals when:

• the provider take a credit card for the 30% from the individual care recipient and invoices Capital Guardians the 70% directly. The larger meal companies do this, ie Tender Loving Cuisine, Meals in a Moment, Lite n Easy; or
• the provider invoices 100% and Capital Guardians take a fortnightly contribution of the estimate of 30% of the cost by direct debit from the care recipient; or
• the care recipient claims 70% reimbursement, using the Capital Guardians app to login and take a photo of the receipt and 70% calculated and marked as the reimbursement amount.

Accounts are in “real-time” and as soon as a supplier issues an invoice, the accounts are ready to view.

The monthly accounts will be complete and ready to view when all the service providers have uploaded their invoices. As a starting point, by policy, service providers need to have their invoices submitted within 7 calendar days of a calendar month end. This will cover services performed in that prior calendar month.

Where this timeline is not met, it will become a performance development item for the supplier overseen by the home care provider. This is part of their service delivery contract. Timely invoicing allows for quick identification of issues and helps everyone, including the supplier to be on top of their game.

All service providers, big and small, are provided with very simple efficient tools within capital guardians to get invoices submitted, with or without accounting system support.

Accounts are primarily funded through the Federal Governments Home Care Package Program, via Medicare.
There are four levels of funding ranging from around $8,000 per year to over $50,000, depending on an assessment of need by an Aged Care Assessment Team.

Approved providers get paid once a month. The funding is claimed for all home care clients at the start of the month following and the money is transferred in a lump sum, within a few days with a remittance outlining the daily funding for every home care package

Generally, all funding should be shown on a home care package statement in the first week of the month following the service period.

Where the Approved Provider has a daily fee and/or where Centrelink means testing requires compulsory individual contributions. Personal contributions are collected by direct debit.
A direct debit is an authority a customer signs with an organisation, approved under banking rules, to take money directly from a nominated account under a set of specified conditions.

Where an approved provider of home care has a contract with an agency or subcontractor, under the Aged Care Act, the contractor must have a current police certificate that does not preclude them from working in aged care.

• Police check requirements are not intended to extend to people engaged on an ad-hoc basis. Trades people engaged to provide a service at a date and time determined by the person providing the service generally do not require police checks.
• Insurance is required by all contractors to protect the care recipient / homeowner whereby damage might be caused to the home or persons.
• Accreditation, linked to necessary professional bodies, and depends on services provided.
• Vaccination, as required with government mandates, payments are linked to valid uploaded certificates.
• Insurance, police and checks for contractors are identified on the Capital Guardians search and listed contractors for any home care recipient.

All Home Care Packages have a Home Care Provider who is approved by the Department of Human Services. The provider is contracted (chosen) by the care recipient to manage their home care package.  Home care package recipients choose a provider, who choose Capital Guardians, or use different software systems or processes.

Home care recipients, who spend their own money, can request a reimbursement.

Firstly, Capital Guardians need to set up the individual to claim reimbursements, clients need to provide their bank account details (BSB and Account) for deposits.

To request a reimbursement account, follow this link : Reimbursement Account Request Form

After you have received a confirmation email, you can claim a reimbursement by:

• Logging into the Capital Guardians site using email address and password.
• In the menu on the left-hand side, select, “Invoice.”
• Enter the dollar amount claimed; description; date and attach the receipt (receipt mandatory).
• Click on “Send”.

If claiming the reimbursement on a smart-phone, use the camera to take a photo of the receipt to allow Care Manager approval.

We will complete this request within 2 business days and we will inform you via email of when this reimbursement account is created.

For care recipients who don’t have computers, reimbursements need to be organised with the care manager. A process for providing paper-based requests and receipts will be setup.

Daily limits apply, contact your Care Manager for larger purchases or if you receive an error message.

Reimbursement rules

You can receive statements and balances, as follows:

• from your care manager/facility as they can print your statements
• any smartphone or tablet
• relatives/friends
• library (Use your login details on any computer. This will be your email address or username plus your password.

To view a statement, please go to our website, www.capitalguardians.com and Log in by going to the top right-hand corner and click on “Login.”

• enter your email (that will be the email address you gave us as your contact)
• enter your password

If you have forgotten your password, click on the “Forgot Password” link. Check your email inbox for the generated email to reset your password. If you don’t receive an email, contact your Care Manager or Capital Guardians.

If you have multiple accounts, you can select the balance figure to view statements.