⚙️How Accounts Work

Each account has one set of contacts that applies to all services on that account:

• Primary, Billing, and Secondary (Authorised) Contacts

• Maintenance/Support Issues Contact

• Email recipient for Alarm Incident Reports

These details apply at the account level only — they cannot be customised per service, unlike Emergency Contacts used by our response centre.

If you need a subset of services invoiced separately or with different contacts for any of the above, you will need a separate account.

📂Common Reasons for Multiple Accounts

1. Regional or Branch Offices

Some providers operate across multiple regions. Each region may require:

• Its own invoice, and/or

• Its own Alarm Incident Reports sent to local staff.

2. Different Entities or Divisions

Some providers operate under multiple business entities (e.g. one for in-home care and another for residential aged care). Each entity requires its own account.

 Helpful Tip – Vanity Identifiers

Whenever you submit a new service order, you’ll be asked to assign a Vanity Identifier.

• This is your own unique reference for the service subscription.

• It appears on invoices and reports, helping you easily reconcile our billing with your own records.

• We recommend using your internal Care Recipient Identifier.
  
  

📌Key Things to Remember

• Each account is separate — there are no sub-accounts or associations between accounts.

• If you need multiple accounts for the same entity, please provide a unique Trading Name/Account Descriptor for each. This ensures our systems can clearly distinguish between your accounts.

  • Example:

    • Oakview Home Assistance – South East Sydney

    • Oakview Home Assistance – Hunter New England

• When in doubt, ask yourself:

  • Will all services share the same billing, support, and incident report contacts?

    • Yes → One account is sufficient.

    • No → A new account is required.
      
      

 Helpful Tip – Use Role-Based Email Addresses

This ensures:

• Multiple staff can receive critical communications, such as Incident Reports

• You avoid disruption if an individual staff member takes leave or resigns

• Your organisation can quickly redirect critical communications without waiting for account changes to be processed
  
  

📝How Do I Create Additional Accounts?

To create additional accounts, download and complete the application form attached at the bottom of this article. 

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