Handling Client Co-Contributions & Gap Payments

For Support at Home Providers

Overview

In some cases, your client’s funding may not cover the full cost of a service (e.g. upfront setup fees or partial monthly costs). This article outlines how to manage out-of-pocket (gap) payments simply and efficiently.

Recommended approach: Invoice your client directly for any out-of-pocket costs.

Our Billing Structure

All MyHomeFone services are billed to a single account holder (your organisation).

• We are unable to split charges across multiple payers for the same service within our billing system
• All setup and ongoing charges are automatically applied to your account

Recommended Approach (Standard Practice)

The standard and most widely used approach across Support at Home providers is to order the service as normal and invoice your client directly for any out-of-pocket costs. You manage any gap between funding and service costs within your own billing processes.

This approach is:

✔ Simple and efficient

✔ Easy to track and reconcile

✔ Fully within your control

✔ Consistent with how other providers manage client contributions

Alternative Option: BPAY Payment

Another option is for your client to pay any gap payments by providing them with your BPAY details for your account with us.

These details are available in the ‘How To Pay’ section on your invoices. Your BPAY reference number remains the same for all payments.

How it works:

• Your client makes a BPAY payment (e.g. $99)
• The payment is applied as a credit to your account
• The credit appears within the Transaction History section on your next invoice

Tracking payments:

• You can view and track all payments at any time via the MyHomeFone Member Portal

Important Considerations for BPAY

While this option is available, please note:

• Payments are not linked to individual service end users (your clients)
• We are unable to identify who made a specific payment
• You should obtain your client’s BPAY payment receipt to assist with reconciling payments made to your account
• We cannot issue receipts to your client for BPAY payments on your account
• You will need to manage payment confirmation with your client directly

For these reasons, BPAY is considered a secondary option and is typically recommended only for one-off payments rather than recurring payments.

This article's audience is for registered Support at Home service providers only. For myhomefone retail consumer support, click here for the main menu.

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