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Attendant care service providers

For: Service providers Information seekers

Information for people who provide attendant care services to employees who have an accepted claim under the Safety, Rehabilitation and Compensation Act 1988 (SRC Act).

Type of attendant care services

Attendant care services are services required for the essential and regular personal care of an employee.

Attendant care services support an employee to carry out daily living activities and may include:

  • grooming
  • bathing and toileting
  • dressing
  • eating and drinking
  • use and application of artificial aids and appliances
  • other essential personal care needs.

Attendant care services do not include:

  • medical services
  • surgical services
  • nursing care
  • expenses for incidental travel
  • accommodation
  • meal costs.

Comcare’s goal for attendant care services is to help the employee return to work and health while maximising their independence.

If you are an employee, see attendant care services to find out how to apply for services.

Standards for service providers

We strongly recommend that attendant care service providers are certified by the Australian Community Industry Alliance (ACIA).

ACIA is the national peak body that certifies community service providers operating in Australia to the industry standard.

By choosing a provider that is  certified by ACIA, the employee and Comcare can be confident that the attendant care service provider delivers high quality, individualised services.

For more information see Standards for Comcare service providers.

Process of engaging attendant care services

Step 1: Employee applies

An employee who has an accepted claim for compensation under the legislation applies for attendant care services.

Step 2: Assessment

A claims manager will normally arrange an assessment by a suitably qualified professional, usually an occupational therapist, to help determine if and what services the employee needs.

Claims managers of government agency and statutory authority employees use the following template:

Claims managers of self-insured licensee employees may use their own template.

Step 3: Determination issued

If approved, the claim manager issues a determination for attendant care services to the employee in writing. The determination shows the level of services that have been approved and the length of time.

Step 4: Employee engages a provider

The employee is responsible for engaging the services of an attendant care service provider. You can ask the employee to view the determination letter, if you want to check the level of services that the claims manager has approved.

Step 5: Services are reviewed

Claims managers regularly review the services which are approved to ensure the:

  • employee is receiving an appropriate level of service
  • type of assistance being provided meets the employee’s needs.

We expect the type and frequency of attendant care services an employee requires to reduce as they recover and adapt.

Payment for services

Rates of payment

Payment for attendant care services depends on the assessment of services required and is subject to a maximum weekly limit. This limit is updated on 1 July each year.

See the current rates of payment for attendant care services.

Where an employee’s compensable condition is a ‘catastrophic injury’, and they are receiving attendant care services for their compensable condition, the maximum weekly limit for services does not apply.

Attendant care services are not payable within the first 28 days from the date of injury or illness, unless the employee can demonstrate financial hardship. Should you provide services to an employee during this period, you will need to discuss payment with the employee.

How providers are paid

There are two ways you can be paid:

  1. through the claims manager (preferred method), or
  2. by the employee.

1. Through the claims manager

If the employee’s claim is managed by Comcare, you can submit their relevant attendant care services invoices for payment in three ways:

If you submit your invoices to Comcare digitally through Tyro Health, payment is usually next business day for approved invoices. For invoices submitted by email or post payment will take longer.

If the employee’s claim is managed by a self-insured licensee, you should work directly with the licensee.

Remember, only submit invoices after services have been provided.

For more information on what to include on your invoice, and whether to apply the Goods and Services Tax, see Invoicing and Payment.

2. By the employee

Where necessary, attendant care providers can seek payment directly from the employee receiving the service. The employee can then seek reimbursement from their claims manager.

More information

For more information:

Page last reviewed: 31 May 2024

GPO Box 9905, Canberra, ACT 2601
1300 366 979 |

Date printed 18 Jul 2024