Purpose

Client contributions (also referred to as fees) play an important role in the ability of the Commonwealth Home Support Program (CHSP) to respond to client needs by supplementing the substantial financial contributions made by the Australian Government, local governments and community organisations. All income collected through contributions is used to expand and/or enhance CHSP service provision. The Australian Government monitors this through the financial accountability reporting process.

NDIS participants are also expected to pay a contribution/fee for service for meals/ingredients and activity costs. All contributions/fees are explained upon entry into the service and are noted on the NDIS budget.

CHSP service providers should be able to obtain from clients/participants any information needed to assess their capacity to pay. The assessment of capacity to pay should be undertaken in respect of the person who benefits from the service delivered. The information obtained should not be shared or used for any other purpose. Service providers should ensure any information is stored in a manner that maintains confidentiality.

Contributions charged for services provided by IC Care are determined by the Managers / CFO / CEO / Board of Directors and reviewed annually. The organisation recognises many clients have a limited capacity to pay for services; however, the payment of a contribution for service by clients who have the capacity to pay is endorsed. People who are assessed as being in need of a service are eligible to receive the service, regardless of their capacity to pay.

Payment of Contributions

All clients/participants will be informed of the contributions charged for services at the time a request for service is received, at assessment, and at the introduction of the service. Clients/participants will also be advised of any upcoming variation to contributions that may affect them. In charging contributions for services, the following principles apply:

• The payment of a contribution for service will only be sought from clients who are assessed as having the capacity to pay.
• Where a client has been assessed as not having the capacity to pay, the contribution will be negotiated at a reduced rate or waived, at the discretion of Management.
• For Social Support Individual services, the boundaries are only between Liverpool and Bowral. We will transport to Moss Vale and Wollongong for certain suburbs for specialist appointments only. Refer to the Client Contribution/Fee Chart for supported suburbs.

A Social Support Individual Contribution/Fee Schedule will be issued so all clients, employees, volunteers and other services are aware of the relevant charges.

Services for Which Contributions Are Not Charged

Contributions do not apply for provision of information, advocacy, assessment or review services. However, full cost clients will be charged the hours in time for these services to their packages or at full cost rates to those not government funded.

Capacity to Pay

• In cases of extreme hardship, the contribution may be waived. Clients are to be reassured that services will not be refused or withdrawn if they are unable to pay.
• Reduced contributions may be paid for a set period of time or for an extended period at the discretion of the Managers/CFO/CEO.
• In cases where married couples attend a group, special consideration can be given to their financial situation.
• Clients and/or their advocates may lodge an appeal with the relevant Manager if they are unhappy with the level of contributions charged.

Appeals Mechanism

All clients and/or their advocates shall be advised of the process for lodging an appeal if they are unhappy with the level of the client contribution required. The process for appeal is as follows:

• The client should contact the relevant Manager, by telephone or in writing, regarding their concern with their client contribution amount and request a review of their contributions.
• The relevant Manager should respond within 7 working days to discuss the situation.
• In instances based on the principles outlined under Capacity to Pay (above), the relevant Manager may arrange for the client contribution to be reduced or waived. This should be advised to the client in writing.
• If the client is not satisfied with the response, they may write to the CFO to have their situation reviewed again. In such instances, the CFO will review the relevant Manager’s decision and advise the client, in writing, of the outcome within 30 days of receipt of appeal.
• Any client who appeals about their client contribution amount will receive a written response on the outcome of their appeal and advice on what steps they can take if they are still not satisfied.
• No client will be disadvantaged or penalised as a result of an appeal about the client contribution.

Booking of Services

All services require notice of 2 full business days to book requested supports. Additional notice for public holidays and office closures is also required. Public Holidays and Office Closures are advertised in advance (where possible) in the Newsletter.

Booking Notice Table

Cancellation Policy

For efficiency and to avoid wasting funding, IC Care has a 24-hour cancellation policy (at the discretion of Management) for all programs, as follows:

Meals on Wheels

If a client has placed an order for meals and does not give 24 hours’ notice of cancellation, the full meal cost will be charged.

Social Support Individual

If a client has requested service and does not give 24 hours’ notice of cancellation, the relevant cost will be charged. Transport costs will be as per the current Social Support Individual Client Contribution/Fee Structure.

Social Support Group

Refer to PPSD15.0 Social Support Groups Attendance for full details.

Once a client has booked a group day, either via submitting their program calendar or calling the office, the full daily fee for any cancellations under 24 hours’ notice will be charged. Clients who wish to cancel their outing must call the office before 9:30 am the day prior to the group activity to do so. Any cancellations given to employees/volunteers while out on program will not be actioned.

Procedure – Collection of Contributions

Meals on Wheels

• All new MOW clients are required to open an account. The Client Account Details Form is to be completed by the client and returned to the office. The Finance team will process as required.
• Fortnightly accounts will be sent as an invoice to all clients. Participants and HCP clients are invoiced monthly.
• Payments will be processed via direct debit in the first instance. Payments can be made at the office to accommodate payments made on behalf of a client by a family member or carer.
• All payment procedures are explained at assessment. The Finance team is responsible for discussing late or non-payment and carrying out negotiations to pay.
• Clients may pay their account to a volunteer on delivery if they have the correct money (volunteers do not carry float). The volunteer must sight the money and sign the client’s invoice (top half) with amount received, “Paid”, their name, date and signature. The bottom of the invoice is detached, placed in an envelope with the money, and returned to the office.
• Any increase in supplier costs will be passed on to the client. Clients will be advised at least two weeks before the rise takes effect with an explanation. A new service agreement will be prepared and sent to the client.

Social Support Individual

• The client may be set up on account or pay cash to the employee/volunteer at the time of service. A receipt is issued using an IC Care receipt book if cash is used.
• If the client cannot pay at the time of service, the volunteer marks the Volunteer Log Sheet with “A/C” in the fee column.
• All clients on account are invoiced at month end by the Finance team. Contributions may be waived if the client is experiencing financial difficulties.
• If an account is requested, a Client Account Details Form must be completed and returned to the IC Care office for Finance processing.
• For small interest groups (no transport), a small contribution covers morning tea and social support. Attendance and contributions are recorded each session; a monthly receipt is written for finance purposes for the total collected.
• By the second business day of the following month, all monies, receipt books and Volunteers’ Log Sheets must be handed in for reconciliation and volunteer reimbursement.
• Veteran Affairs Gold Card holders are not required to pay for medical-related transport. A travel claim form must be completed; the Finance team sends the claim to Veteran Affairs to retrieve transport costs.

Social Support Groups

• Clients normally pay their contribution to the Program Officer/Assistant at the time of service; a receipt is issued on request.
• The Program Officer/Assistant records payments on the SSG Run Sheet and completes the blue/yellow daily banking slip; these are given to the Finance team for processing.
• A receipt is automatically issued for other monies (e.g. deposits for special outings, donations).
• Clients may opt to be placed on account (invoiced monthly to the client or appointed person). If an account is requested, a Client Account Details Form must be completed and returned for Finance processing.
• Process:
  • The Program Officer/Assistant records on the blue/yellow daily banking slip (accounts section) the amount to be charged and submits to Finance.
  • The Finance team is responsible for sending monthly invoices and following up outstanding payments.

Monies Collected

Contributions can be paid by cash, cheque, direct deposit, direct debit, or EFTPOS (MasterCard, VISA) / Debit Card. Credit Card payments can be taken over the phone.

• Cash received is placed into IC Care’s safe/drop box. The safe has a combination lock; the code is held by the CEO, CFO, Manager of Programs, Assessment / Admin Officer and Finance Assistant only. Money is removed and given to Finance for banking.
• Cash transferred from Camden to Picton requires a Cash Transfer Form to be completed, locked in a case with a combination padlock, co-signed, returned to Picton and placed into the safe. A copy of the form is held at Camden and scanned to the CFO for audit records.

EFTPOS Facility

IC Care accepts payments using mobile EFTPOS terminals. We do not offer cash out nor process refunds via EFTPOS. Terminals are located at Picton and Camden. On SSG outing days, the terminal goes out with the group to process contributions; admin payments are completed upon terminal return (same day or next morning). Credit card details recorded by Administration are stored securely until processing.

Mobile Terminal – Payments taken by Admin

1. Enter the amount.
2. Present the card (swipe, insert, or tap).
3. If inserted or swiped, the client enters their PIN.
4. Print a receipt for IC Care records (write the client’s name on it).
5. Ask how the client wants their copy (print or email) and complete email address if required.
6. Complete a receipt in the EFTPOS receipt book and give a copy to the client.

Daily Client Contributions taken by SSG Staff

1. Follow steps 1–4 above.
2. Mark the SSG Run Sheet with “Eft” in the cash column and the amount collected.
3. Place the EFT receipt in the pencil case and leave it in the Finance team pigeon-hole.
4. Attach EFTPOS receipts to the blue/yellow banking slips and place in the contributions bag.

Technical / Terminal Issues

Ring Tyro Helpdesk 1300 008 976 (Option 1). Merchant IDs: Picton – 87384, Camden – 87385.

Cash Handling for Clients/Participants

The level of financial support given on outings is determined by the person’s advocate or carer. Staff will only assist with cash up to $30.

• Money provided is placed in an envelope with the client/participant’s name and the amount provided. Staff check contents in the presence of the person providing the cash.
• Staff assist with purchase of food and/or entry to venues. Receipts must replace any cash taken.
• Upon return home, remaining cash and receipts are given back to the client/participant or their advocate/carer. The total should reconcile to the original amount provided.

Staff Purchases

• Staff may purchase additional uniforms (if available); items are invoiced and payable within 7 days.
• Meals on Wheels hot unpackaged meals may be purchased by staff when available. To ensure precise catering:
  • Support Workers email the Kitchen Assistant by Tuesday midday with weekly pre-orders (based on roster/contracted hours).
  • All other staff request their lunch days on Monday morning each week.
  • The Kitchen Assistant forwards the menu on the Friday prior.
  • Where rosters change, lunch requests should be submitted the day prior. If changes occur on the day and no pre-order exists, an order cannot be made; however, if a replaced staff member has ordered, the new worker may accept it.
  • Group staff are automatically supplied the lunch of the day at no cost.
• The unpackaged lunch cost for staff is as per the full price list. Payment is due on the day (cash or EFT); a receipt must be written.
• The Kitchen Assistant/Manager of Programs maintains a list of staff meals supplied and shares it with Finance to ensure monies are collected.

References

• PPSD11.5 – Client Confidentiality & Privacy
• PPSDR12.0 – Client Account Register