Support at Home pays per occasion of service, and Services Australia won't pay for a visit you can't prove happened. Zipline puts an auditable proof-of-service at every client's front door: who attended, when, and that they were compliant before they walked in.
Support at Home and the new Aged Care Act changed who you have to verify, how you're paid, and what you have to prove.
Police checks, clearances and qualifications, sighted by you before a worker enters a home. Not taken on the supplier's word.
Any organisation delivering on your behalf is an associated provider, and their workers' compliance now sits with you.
Evidence of delivery is required for each occasion of service, not just a roster entry or an invoice line.
Claims have to be itemised to the Services Australia format, line by line, or the payment doesn't flow.
We've sat with Home Care General Managers right across the country. They know exactly what the new model requires. Making it work safely, at scale, across every brokered worker is where it gets hard. In their words:
"We have records of which supplier was engaged, but not the individual workers, which is a requirement under the new Aged Care Act. And we don't validate their compliance before they attend site."
You're now accountable for every individual worker a supplier sends, but the records stop at the supplier. Across 400–1,200 brokerage suppliers, holding individual worker compliance together on a spreadsheet is a real operational challenge.
"We take it on the supplier's word. We've got no real way to prove the visit even happened."
Most teams are still confirming visits by phone, by email, or not at all, which leaves real gaps between what was rostered, what was billed, and what actually happened in the home.
"On any given day, we honestly couldn't tell you how many non-compliant workers have walked into a client's home."
With no live view of who's compliant, the first sign of a problem is an incident report or a complaint, by which point the visit has already happened. Home and community is the biggest compliance risk profile you carry, and the hardest to keep eyes on.
We had no real visibility on contractor-level compliance. For our quality team, it was the single biggest risk we were carrying.Quality lead, national aged care provider
That's what we hear from home care teams before Zipline. Here's what changes: one auditable record per visit, captured at the door, validated before entry, and audit-ready by default. No worker logins to train out, no spreadsheets to chase.
Workers scan on arrival. Zipline checks their credentials before they step inside, then locks in who attended, when, and where. No logins, no app to deploy, nothing to train out.
Photo, notes and metadata at the point of care: an auditable record for every occasion of service. When Services Australia asks you to prove the visit happened, the answer is already in the system.
Zipline checks the actual person scanning against their current credentials: police check, qualifications, insurances. If something's lapsed, they don't get in. Your team sees it on a live dashboard the same day, not at the next audit.
Every brokered supplier gets their own portal to manage their workers, upload credentials, track renewals and submit invoices — all in one place, built to be simple enough that they actually use it. Zipline chases what's missing, flags what's lapsed, and blocks non-compliant workers at the door.
Support at Home turned one $15k invoice into 15 line items, each needing its own evidence. Zipline's verified visit data matches to invoice line items automatically, so you only pay for, and claim for, services that genuinely took place. A natural pairing with Zipline Invoice Checker.
We'll show you a live proof-of-service at the door, the daily compliance dashboard your scheduling team would run, and how verified visits reconcile to claims. Bring your messiest brokerage scenario. That's the one we want to solve.