Billing and Payments
Your bill explained
If you are a current resident or a family member of a current resident, this page offers information to help you understand your bill. This includes details about fees, payments and information on how to read your bill.
If you have any questions or need assistance, you can submit a billing enquiry.
Your Tax Invoice / Fee Statement
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1. Customer Number
This is a unique identifier for your fee statement account. You should quote this customer number when you contact us for your billing enquiries.
2. Statement period
This is the period of time covered by your fee statement.
3. Payment balance and due date
This is the total amount you need to pay for the relevant statement period. It includes a summary of any payments made during the statement period or any previous balance carried forward. The due date is the date by which you need to make the payment. Any payments made after the end of the statement period will be included on your next monthly statement.
4. Summary of costs
This is the summary of your charges for the fee statement period.
5. Payment options
Bupa Aged Care’s preferred payment method is via direct debit, however, you can choose how you pay. If you have set up a direct debit, the balance due is automatically deducted from your nominated bank account on the 21st of each month. Respite payments are processed on the Friday following receipt of the fee statement.
This is an example only
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6. Get in touch
This is information on how to contact us and get help with your billing enquiries.
8. Hotelling contribution and non-clinical contribution
These are the amounts you may be required to pay toward the cost of your aged care, including daily living costs and personal care costs. The amount you pay is determined by your financial situation as assessed by Services Australia.
Residents who entered care prior to 1 Nov will only see the means tested care fee as they do not pay a hotelling contribution.
9. Daily Accommodation Payment (DAP)
This is the non-refundable daily payment that you may be required to pay to cover your accommodation costs – it is based on the agreed room price and your personal circumstances as set out in your agreement with us. If you are eligible for government assistance towards your accommodation costs, this payment is known as a daily accommodation contribution (DAC).
10. Sapphire Services (if applicable)
This section sets out any higher everyday living fees payable by you during the statement period for Sapphire Services (if you have chosen to benefit from these services).
11. Important Information
A reminder to keep your personal and financial information current with Services Australia to ensure that your eligibility, assessments and payments are up to date.
Your Refundable Accommodation Deposit Statement
If you’ve paid a Refundable Accommodation Deposit (RAD)/Refundable Accommodation Contribution (RAC), you’ll also receive an additional statement (see example below).
A RAD/RAC is a lump sum amount paid by you towards your accommodation costs – it is based on your agreed room price. It is refunded after you leave the home, subject to any agreed deductions. For residents who entered our care homes from 1st November onwards, these deductions may include the mandatory retention amount of 2% of your lump sum per year. After 5 years in care, no further retention amounts are deducted.
This is an example only
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1. Customer Number
It's a unique identifier ending in “A” for lump sum payments towards your accommodation. This is the reference number to use when depositing a refundable deposit or making an enquiry with our Billing team.
2. Statement period
The period of time covered by your account.
3. Refundable Accommodation Deposit
This is refundable following departure, subject to any applicable RAD/RAC retention. A minus sign in front of the number is a credit.
4. RAD/RAC Retention
For residents to whom the 1 November 2025 Aged Care Reforms apply, providers are to deduct a retention of 2% per annum from your RAD balance.