CareMaster

TRIPS Web

TRIPS Desktop

## **Why have we made changes?** 

Two common pain points prompted this update: 

**1. Discrepancies between CareMaster and the Aged Care Provider Portal (ACPP)** 

Previously, budget usage in CareMaster was calculated from CareMaster support records. In some cases, this didn’t match what Services Australia was reporting — for example, when a participant had transferred from another provider mid-budget period, or when services were claimed directly via the ACPP rather than exported through CareMaster. 

**2. Unlinked usage wasn’t being counted** 

Usage that couldn’t be linked to a CareMaster record (such as claims made by a previous provider) was simply not reflected in participant balances — which meant the available balance shown in CareMaster could be higher than the actual balance held by Services Australia. 

 To fix both of these, budget usage is now sourced from payment item data in your uploaded payment statements, not from CareMaster support records. 

These changes are included in CareMaster version **16.87.00.**

## What’s changed?

### Budget Dashboards 

#### **Budget Summary Table** 

The budget summary table has been updated with new columns to give you a clearer picture of where funds sit: 

 ![Budget Summary.png](https://support.caremaster.com.au/api/attachments.redirect?id=b7c99a19-817b-4bb2-a386-e02259bebd3a " =1394x653")

| Column | **What it shows**  |
|:---|:---|
| **Used – Claimed with Services Australia**  | The total used/claimed as reported by Services Australia  |
| **Includes usage from other providers and platforms**  | If shown, this is the total of “unlinked” usage not tied to a CareMaster support — most commonly usage from a previous provider  |
| **Available Balance with Services Australia**  | The current available balance as reported by Services Australia |
| **Claimed usage in period** | CareMaster supports with a payment item confirming they’ve been claimed  |
| **Unclaimed usage in period**  | CareMaster supports (checked and unchecked) that are currently unclaimed  |
| **Budget balance** | Remaining funds after accounting for all claimed and unclaimed CareMaster supports  |


#### **Budget Bar Chart** 

The bar chart has been updated to include all known usage — including the used/claimed total from Services Australia — so the visual representation of the budget more accurately reflects the true position. 

 

 ![Budget Bar Chart.png](https://support.caremaster.com.au/api/attachments.redirect?id=423c27a5-48fb-4945-bdbd-33de0b66f7e2 " =830x201")

   

#### **Reconciliation Table — New** 

A new reconciliation table has been added to the Budget Dashboard to help you identify and resolve data issues. These typically only occur when the bulk claim CSV file is modified incorrectly after it has been exported from CareMaster creating a disconnect between the care recipient and/or the CareMaster record. The reconciliation table highlights: 

**Inbound erroneous claims** — services claimed against this participant that aren’t linked to a CareMaster record, or are linked to a different participant 


 ![Inbound Erroneous Claims.png](https://support.caremaster.com.au/api/attachments.redirect?id=50e58095-7f39-4cfe-b823-80807e6fa40b " =2581x911")

**Outbound erroneous claims** — supports belonging to this participant that were incorrectly claimed against a different participant 

 ![Outbound Erroneous Claims.png](https://support.caremaster.com.au/api/attachments.redirect?id=22565a8f-84f4-476f-a5d5-1106955357bc " =2558x862")



:::info
**How to resolve erroneous claims:** Supports appearing in either list will need the invoice item deleted with Services Australia and the data re-exported to correct the claim and associated budget. Contact our support team if you need help with this. 

:::

  

**Unbudgeted Supports**

The **unbudgeted supports** list has also moved into the reconciliation table. This shows supports that don’t have a corresponding budget — either because no funding source is assigned, or because there’s no open budget for the date of the support. These will move automatically once a budget becomes available, or a funding source is assigned. 

 ![Unbudgeted Usage.png](https://support.caremaster.com.au/api/attachments.redirect?id=6ff290b8-9fb7-4725-b0c6-b8e1a02a65ac " =2559x1259")

 

### Budget Details Page 

#### **Budget Usage List** 

A few updates to the usage list: 


1. A new **Claimed column** now indicates which supports have been confirmed as claimed with Services Australia 
2. The claimed list of supports is now derived from payment statement data, not CareMaster records 
3. Checked and unchecked supports remain on the list; note that a support may move between budgets once it’s claimed if the payment statement confirms a different budget was debited 

#### **Inbound Erroneous Claims** 

A streamlined version of the reconciliation table is also shown at the budget level, so you can see any incorrectly claimed supports relevant to that specific budget without navigating back to the dashboard. 

 

### Participant Statements 

### **Budget Summary** 

Two updates to improve accuracy: 


6. A new line — **Budget usage claimed by other providers or platforms** — now appears as a deduction in the opening balance section. This accounts for unlinked usage from other providers or platforms where an itemised breakdown isn’t yet available 
7. Opening and closing balances now factor in this deduction, ensuring the figures in participant statements are consistent with what Services Australia reports 

 

 ![Statement Budget Summary.png](https://support.caremaster.com.au/api/attachments.redirect?id=54219eec-d18f-41df-b408-c40e9c2cb1c3 " =1316x661")

 

#### **Detailed Expense List** 

The list of supports in a participant’s statement is now derived from payment-verified data — that is, supports confirmed as claimed for the reporting period via an uploaded payment statement — rather than the full list of CareMaster supports. 

  

### Supports Page 

The available balance shown alongside each budget on the Supports page now includes unlinked usage in addition to checked and unchecked CareMaster supports, giving you a more accurate picture of funds available. 


 ![Funding sources and budgets on the Supports page.png](https://support.caremaster.com.au/api/attachments.redirect?id=55c7a524-9d14-4e35-8983-9863bbe212b0 " =1288x286")

## Will my data look different after this update? 

In some cases, yes. Here are the scenarios where you might notice a difference: 


 8. A participant transferred from another provider mid-budget period — their available balance may be lower than before, as the previous provider’s usage is now counted 
 9. Services were claimed directly via the ACPP — these will now appear as unlinked usage in the reconciliation table 
10. A support was claimed against the wrong participant — it will appear in the reconciliation table for resolution 

  

## Need help? 

If you have questions about these changes or need help resolving items in the reconciliation table, please contact our support team. 

Support at Home Budget Balance Improvements: What’s Changed and Why (July 2026)

How to Contact the Customer Care Team for Support

Updating a shift to overnight/active overnight

How to stop a service showing on the roster or being included in roster emailed to the participant.

Passwords reset and activation emails

Why am I getting kicked out of CareMaster desktop?

Why does the support on the Worker app not allow me to add kilometers?

Why am I missing timesheets?

Why are kilometers missing from a timesheet?

Error - Support start time must be before end time

CSRF token mismatch

Top Troubleshooting FAQ's

Home Page

Logging In

How To Reset A Password?

Company Message Centre

Home

How to hide certain alerts?

Alerts User Guide

Alerts

The Participant Profile User Guide

How to Manage Participant Funding Limits

Service Agreements

User Guide: HCP Funded Participants Setup Guide

How to generate a HCP statement for a client?

How to regenerate a HCP statement after adjustments?

How to email a HCP statement to a client?

How to add an adjustment to a generated HCP statement?

How can I add HCP leave for a client?

Understanding your HCP Statement

Adding HCP Km's to a Support and a HCP Statement

HCP Subsidy Increase 01.10.2025

HCP Participant Guides

How to create a new participant or client

How to use case notes

How to change what shows on the Participant List page?

User Guide: Bulk Assigning and Unassigning of Participants and Workers

User Guide: Recording Medication Usage for Participants

How to Send SMS/Email Reminders to Clients?

How to create a new client record from a My Aged Care client record snapshot?

How to check over reported DEX data? 

What is the CHSP reporting process?

CHSP service List and Mandatory Reporting Required from 1 July 2025

CHSP Participant Guides

How to create new Agencies

Participant/Client Leave Requests

NDIS Splitting Participant funding into different Budgets

Participants

Roster Page User Guide

Locations & Destinations

Worker Data Setup

Checklist

Using The Roster Optimiser - Bulk Optimise

Participant Data Setup

Using The Roster Optimiser - Single Support

Roster Optimiser Readiness Report

Roster Optimiser

How to resolve email authentication errors when emailing?

How to Email Rosters to Workers?

How to Email Rosters to Participant?

How to customise the Roster view

Unassigned Supports - Coordinators and Vehicles rosters views

Service Organisation Roster view

Roster

How to deactivate user accounts 

User Guide: Staff/Volunteers

How do I add a new Worker?

How to change what shows on the Staff/Volunteers List page?

How to exit workers in CareMaster

What access does each user level have?

Working With Children Checks

How to Create Worker Timesheets

Changes to Worker's Emails and Password Reset

How to Send SMS/Email Notifications to Workers?

Staff/Volunteers

Supports Menu User Guide

User Guide: How to create supports

User Guide: Provider Travel and Transport - Rostering Scenario Guide

User Guide: Supported Independent Living (SIL) Setup, Rostering and Claiming process

User Guide: Short Term Accommodation (STA) Setup, Rostering and Claiming process

Transaction List Export

How to advertise / broadcast available shifts to workers?

NDIS Non Face to Face Supports

Support Display - App Data Tab

How do I bill for NDIS transport?

How to Claim / Invoice Cancelled Services?

How To Limit Support Services to Approved Services Only

How to Use the Manage Button to Change Supports?

Grouped Supports

How to restore a deleted support?

How to use 'Quick Save' on the Supports Page

How to create Provider Travel supports to invoice participants and generate worker timesheets.

Creating and editing a Recurring Booking

How do I Cancel a Support/Shift

How to create Service Organisations

Creating Therapy Supports with 50% Travel change.

Creating Supports for a different Time Zone

Supports

Support at Home – Release Update 30th October

Participant Statements to be ready by end of February

Support At Home - Implementation Updates - Live

Actions for CareMaster Aged-Care Providers Transitioning from Home Care Packages (HCP) to Support at Home (SaH)

Connect to PRODA and Register / Activate your Device

Syncing Services and Service Organisations

Creating additional Service Organisations & Services for SaH

Sync your Participants

Review the Participants Budget Dashboard

Understanding Programs, Budget Items & Funding Sources

Bulk Exporting for Services Australia for Invoicing & Claiming

Payment Statement Upload / Reconciliation

Upload the Claims file back into CareMaster

SAH Participant Statements

Invoicing for Xero, MYOB & Export Reports

Re-Activate your Device - Expires every 6 months

Create SaH Supports including Wraparounds & Transport

Support At Home (Aged Care)

Vehicles User Guide

Vehicles

Properties User Guide

Properties

What do the Participant reports show?

Participant Reports

What do the Staff/Volunteer reports show?

How do I change the fields on the worker list report?

Worker Summary Hours Report

Worker Reports

Custom Reports for Participants and Staff/Volunteers

What do the supports reports show?

Dashboard Reports - Where do the target figures come from?

Reporting User Guide

What do the account reports show?

What do the voucher reports show?

What do the property reports show?

Worker Run Sheet Report

Admin Reports

Reporting

User Guide: Documents

Documents

Custom Incident Forms

User Guide to Printing Incidents

Incidents User Guide

Incidents

News Items

CareMaster News

Voucher User Guide

Voucher

Settings Overview User Guide

What do the System Settings mean?

What do the worker app settings mean?

What do the client app settings mean?

How to hide unpublished rosters using Confirmed status

User Guide: How to Automatically provide workers access to clients for scheduled supports

Settings

What do the Access Permission roles mean?

Child Services Award increase 01.03.2026

Aged Care and Child Services Award Rate Increase 01.01.2025

Aged Care Award Rate Increase 01.10.2025

SCHADS Award Rate Increase 01.07.2025

Award Updates - SCHADS and Child Services

Editing Company Details

DEX Integration

Employment Hero Integration

KeyPay Integration

MYOB Integration

Xero Integration

How To Invoice Clients/Participants Manually?

External API Integration

Integrations

How to Export a NDIS Bulk Payment CSV for PRODA upload?

NDIS Export, Invoicing and Claims Upload process

How to Update the NDIS Prices after a New Price Guide?

User Guide: NDIS Service Import

How to update a Service item's price?

NDIS Claims uploads into CareMaster

What is a service statcode?

Editing Service Organisation Details

Statistics User Guide

Admin Overview User Guide

Service Importing - NDIS Price Guide update

Adding Individual line items into a Service Organisation

Administration

Data Overview User Guide

How to add additional leave request types?

App Note case note category

User Guide: Case Notes

User Guide: Location Data

Public Holidays

Letters and Bulk Emails

Staff Logs

Set up Cancel Codes

Data

Caremaster Two-Factor Authentication (2FA)

Children's Services Award

Changes to SCHADS Award Sleepovers effective 01.06.2026

SCHADS Award

CareMaster Awards

[Resolved] Known Issue: SMSbroadcast outage

System Information

Support at Home Budget Balance Improvements: What’s Changed and Why (July 2026)

Share

Share

Support at Home Budget Balance Improvements: What’s Changed and Why (July 2026)

Share

Share