Email triage for Practice Incentives Program (PIP) and Workforce Incentive Program (WIP) - Practice Stream 012-20052734

Notification type

Email text

Ownership Details

The title will include the practice ID–ownership details-practice name.

The body of the email will include:

• The following details have been entered:
• Date/Time submitted: [DD/MM/YYYY and time]
• Date ownership changed: [DD/MM/YYYY]
• Additional information: [information added by the practice to support the change]

Practice relocation

The title will include the practice ID–relocation-practice name.

The body of the email will include

• The following details have been entered:
• Date/Time submitted: [DD/MM/YYYY and time]
• Relocation Date: [DD/MM/YYYY]
• Previous Location:
• New Location number:
• Number of GPs relocated:

Reason

Response

Adding an authorised contact (enquiry not from ACP)

Security marking: OFFICIAL

Subject line: Thank you for your enquiry

This message is from Services Australia

Hello

Thank you for your enquiry about the <Practice Incentives Program>>< and ><Workforce Incentive Program – Practice Stream>.

We cannot provide you with information about this practice because you are not listed as an authorised contact or practice owner.

You can add or update the practice authorised contact persons by completing a Practice Incentives Program Change of practice details form (IP005).

Go to our website and search for ‘QC 21321’ to download the current version of the form. Details on how to return it are on the form.

There may be risks with sending personal information through unsecured networks or email channels. We recommend you use the secure HPOS mail centre.

Relocation

Security marking: OFFICIAL

Subject line: Thank you for your enquiry

This message is from Services Australia

Hello

Thank you for your enquiry about the <Practice Incentives Program>< and ><Workforce Incentive Program – Practice Stream>.

What your practice needs to do

Practices need to provide their relocation details on the Practice Incentives change of practice details (IP005) form.

The practice must provide a copy of its accreditation certificate showing the new address within 6 months of the relocation date.

<Your practices payments have been placed on hold, pending return of the IP005 form.>

What providers need to do

General practitioners who move to a new location must apply for a provider number for the new location and complete a Practice Incentives individual general practitioner, nurse practitioner or health professional details (IP003) form.

Go to our website to download the current version of the forms. Details on how to return it are on the form.

If you have any questions, call us on 1800 222 032.

There may be risks with sending personal information through unsecured networks or email channels. We recommend that you use the secure HPOS mail centre.

Change of ownership

Security marking: OFFICIAL Sensitive

Subject line: Thank you for your enquiry

This message is from Services Australia

Hello

Thank you for your enquiry about the <Practice Incentives Program>< and ><Workforce Practice Incentive – Practice Stream) .

To change the ownership details for the practice you need to complete and submit a Practice Incentives Change of practice ownership (IP010) form.

Go to our website and search for ‘QC 21696’ to download the current version of the form. Details on how to return it are on the form. You must attach any additional supporting documents requested on the form.

***To be included if information provided confirms hold should be applied***

<We have put your practice payments on hold. To make sure your payments are not affected, you need to submit the completed form no later than 7 days before the point-in-time date.>

If you have any questions, call us on 1800 222 032.

There may be risks with sending personal information through unsecured networks or email channels. We recommend that you use the secure HPOS mail centre.

Amalgamation

Security marking: OFFICIAL

Subject line: Thank you for your enquiry

This message is from Services Australia

Hello

Thank you for your enquiry about the Practice Incentives Program>< and ><Workforce Incentive Program – Practice Stream).

If your practice details have changed, you need to complete and submit the Practice Incentives change of practice details form (IP005).

Go to our website and search for ‘QC 21321’ to download the current version of the form. Details on how to return it are on the form.

If you have any questions, call us on 1800 222 032.

There may be risks with sending personal information through unsecured networks or email channels. We recommend that you use the secure HPOS mail centre.

Adding a general practitioner or nurse practitioner

Security marking: OFFICIAL

Subject line: Thank you for your enquiry

This message is from Services Australia

Hello

Thank you for your enquiry about the Practice Incentives Program.

You can update general practitioners at your practice through Health Professional Online Services (HPOS) using your Provider Digital Access (PRODA) account. If you do not have a PRODA account, you can register for one.

If unable to do this through HPOS, submit the Practice Incentives individual general practitioner or nurse practitioner details (IP003) form.

Go to our website and search for ‘QC 20436’ to download the form. Details on how to return it are on the form.

There may be risks with sending personal information through unsecured networks or email channels. We recommend that you use the secure HPOS mail centre.

PIP ACAI payment details

PIP ACAI banking details - third party

Security marking: OFFICIAL

Subject line: Thank you for your enquiry

This message is from Services Australia

Hello

Thank you for your enquiry about the Practice Incentives Program (PIP) Aged Care Access Incentive (ACAI).

The PIP ACAI ended on 31 July 2024.

We can only release information about past payments to the individual provider. They can call us on 1800 222 032.

PIP ACAI banking details GP enquiry

Security marking: OFFICIAL Sensitive

Subject line: Thank you for your enquiry

This message is from Services Australia

Hello

Thank you for your enquiry about the Practice Incentives Program (PIP) Aged Care Access Incentive (ACAI).

The PIP ACAI ended on 31 July 2024. Our records indicate that you may have an outstanding PIP ACAI payment.

What you need to do

To receive payments, you need to update your banking details by 30 April 2025, or any outstanding payments will be forfeited.

You can update your bank details through Health Professional Online Services (HPOS). In the main menu select My details | My personal details | My banking details and then Add next to SIPACAI in the list of programs.

If you cannot do this through HPOS, you can submit the attached PIP ACAI payment banking details form (IP011). Information on how to return it is on the form. If you submit the IP011 for manual processing, we will call you to confirm your request.

If you have any questions, call us on 1800 222 032.

There may be risks with sending personal information through unsecured networks or email channels. We recommend that you use the secure HPOS mail centre.

PIP ACAI banking details, GP enquiry

GP has a held or failed payment

Note: staff must check the Held and failed payments report before responding

Security marking: OFFICIAL Sensitive

Subject line: Thank you for your enquiry

This message is from Services Australia

Hello

Thank you for your enquiry about the Practice Incentives Program (PIP) Aged Care Access Incentive (ACAI).

The PIP ACAI ended on 31 July 2024. Our records indicate that you may have an outstanding PIP ACAI payment.

What you need to do

You need to update your banking details by 30 April 2025, or any outstanding payments will be forfeited.

You can update your bank details through Health Professional Online Services (HPOS). In the HPOS main menu select My details | My personal details | My banking details and then Add next to SIPACAI in the list of programs.

If you cannot do this through HPOS, you can submit the attached PIP ACAI payment banking details (IP011) form. Information on how to return it is on the form. If you submit the IP011 for manual processing, we will call you to confirm your request.

If you have any questions, call us on 1800 222 032.

PIP ACAI banking details: GP enquiry

GP does not have a held or failed payment.

Note: staff must check the Held and failed payments report before responding

Security marking: OFFICIAL Sensitive

Subject line: Thank you for your enquiry

This message is from Services Australia

Hello

Thank you for your enquiry about the Practice Incentives Program (PIP) Aged Care Access Incentive (ACAI).

The PIP ACAI ended on 31 July 2024. The final quarterly payment calculation was August 2024.

<Our records show you have no held GP ACAI payment.>

<Your payment <was><will be> sent to the bank account you have registered for PIP ACAI payments in <payment quarter>.

<You can check your registered SIPACAI bank account details using HPOS.>

PIP ACAI banking details third party

Good Morning/Afternoon <insert name>

Thank you for your enquiry for the Practice Incentives Program (PIP) Aged Care Access Incentive (ACAI).

The PIP ACAI ceased 31 July 2024.

The GP ACAI payments were a provider-based payment, and paid directly to the provider's nominated bank account. Details about payments made under this incentive will only be given to the provider to which the payment was made

General Practitioners who may have outstanding GP ACAI payments should call us on 1800 222 032 for more information..

There may be risks with sending personal information through unsecured networks or email channels.

Kind regards

Service Officer

Incentive Programs

Reason

Response

Could you please advise me which actual period the quarterly PIP payment refers to?

Good Morning/Afternoon <insert name>

Thank you for your enquiry for the Practice Incentives Program (PIP).

PIP practice payments are based on a measure of the practice size known as the Standardised Whole Patient Equivalent (SWPE) value. The SWPE value is calculated using MBS claims by patients attending the practice during an historical 12 month period, known as the reference period. The reference period is a rolling 12 month period that commences 16 months prior to the payment quarter. For example, payments received in the November quarter are calculated using practice size data for the 12 month period ending 30 June of that year.

To qualify for payments, practices must be participating in the PIP and meet the eligibility requirements of the incentives for the entire quarter including the point in time date. The point in time date is the last day of the month before the next PIP quarterly payment.

For more information, go to servicesaustralia.gov.au/pip and select the what are the payments tile.

There may be risks with sending personal information through unsecured networks or email channels. It is recommended that when sending emails with personal information you use a secure channel like HPOS mail centre.

Kind regards

Service Officer

Incentive Programs

System issue or unexplained error message when updating the practice profile

Good Morning/Afternoon <insert name>

Thank you for contacting us about your issue trying to <insert attempted change/update> via HPOS. We <will escalate> <have escalated> this to our Program Management team for further investigation.

We are unable to provide a time frame for resolution. <*include the relevant option from below>

Option 1

<We will try to make sure that this issue does not impact your practice payments.>

Option 2

<To ensure your payment is not affected, we recommend you submit the changes using <form name> for manual processing. You will need to submit your form at least 7 days before the next quarterly point in time. The point in time date is the final day of the month prior to the next payment. Details on how to return are on the form.

Go to servicesaustralia.gov.au/hpforms to download the current version of a form.>

<We have placed your payment/s on hold as the change mentioned may impact your quarterly payment/s.>

Kind regards

Service Officer

Incentive Programs

Notifying a system issue

Good Morning/Afternoon <insert name>

Thank you for raising the system issues you have been experiencing whilst accessing the <PIP> <and> <WIP-Practice Stream> online system. We will escalate this to our Program Management team for further investigation.

We are not able to provide a time frame for resolution of the issue.

Kind regards

Service Officer

Incentive Programs

Further contact about a previously noted issue

Good Morning/Afternoon <insert name>

Thank you for contacting us about the issue you experienced while using <PIP><and> <WIP - Practice Stream> Online. The problem has been escalated to the appropriate area and is being investigated. We are not able to provide a time frame for resolution.

We can confirm that your practice quarterly payments are not impacted.

Kind regards

Service Officer

Incentive Programs

Unsuccessful attempt to make outbound call to help with enquiry

Good Morning/Afternoon <insert name>

Thank you for your enquiry about the <Practice Incentives Program> <Workforce Incentive Program – Practice Stream> <GP Aged Care Access Incentive>.

I have attempted to contact you to assist with your enquiry, however have been unsuccessful.

Please contact <name> on 1800 222 032.

Kind regards

Service Officer

Incentive Programs

Referring the enquiry to another business, such as PRODA enquiries

Good Morning/Afternoon <insert name>

Thank you for your enquiry about <Business Line/Department>.

I am unable to assist you with your enquiry and have forwarded your email to <Business Line/Department> who should be able to assist.

If you require further information please contact <Business Line/Department> on <Telephone Number> <or> <Email Address>.

Kind regards

Service Officer

Incentive Programs

Reason

Response

Confirmation statement requested

Good Morning/Afternoon <insert name>

Thank you for your enquiry for the Practice Incentives Program (PIP).

For privacy reasons we are unable to email a duplicate confirmation statement via unsecured email channels.

You can view and confirm your confirmation statement in Health Professional Online Services (HPOS) using your Provider Digital Access (PRODA) account. If you do not have a PRODA account, you can register for one.

If you are not able to access your practice using HPOS please call us and we will post a duplication confirmation statement.

Kind regards

Service Officer

Incentive Programs

Authorised contact - Received letter stating practice has not responded to confirmation statement, did not receive original copy

Good Morning/Afternoon <insert name>

Thank you for your enquiry for the Practice Incentives Program (PIP).

Your <insert year> Confirmation Statement was sent to your registered postal address on <insert date>, a reminder was sent to the same address on <insert date>.

For privacy reasons we are unable to email a duplicate confirmation statement via unsecured email channels.

You can view and confirm your confirmation statement in Health Professional Online Services (HPOS) using your Provider Digital Access (PRODA) account. If you do not have a PRODA account, you can register for one.

If you are not able to access your practice using HPOS please call us and we will post a duplication confirmation statement.

Kind regards

Service Officer

Incentive Programs

Non-authorised contact - Received letter stating practice has not responded to confirmation statement, did not receive original copy

Good Morning/Afternoon <insert name>

Thank you for your enquiry for the Practice Incentives Program (PIP).

For privacy reasons we are unable to email a duplicate confirmation statement via unsecured email channels.

An authorised contact person owner can view and confirm your confirmation statement in Health Professional Online Services (HPOS) using your Provider Digital Access (PRODA) account. If you do not have a PRODA account, you can register for one.

If you are not able to access your practice using HPOS please call us and we will post a duplication confirmation statement.

We do not have you listed as an authorised contact for this practice. If you need to add or update the practice authorised contact persons, you can do so using the Practice Incentives Change of practice details form (IP005).

Go to servicesaustralia.gov.au/hpforms to download the current version of the form. Details on how to return are on the form.

There may be risks with sending personal information through unsecured networks or email channels. It is recommended that when sending emails with personal information you use a secure channel like through HPOS mail centre.

Kind regards

Service Officer

Incentive Programs

Authorised contact - Received letter stating practice has not responded to confirmation statement, unable to update due to HPOS issues – have details been updated?

Yes

Good Morning/Afternoon < insert name>

Thank you for your enquiry for the Practice Incentives Program (PIP).

I can confirm that your <insert year> PIP Confirmation Statement has been actioned and all related payments <have been released><will be released in the near future>. No further action is required.

There may be risks with sending personal information through unsecured networks or email channels. It is recommended that when sending emails with personal information you use a secure channel like through HPOS mail centre.

Kind regards

Service Officer

Incentive Programs

No

Good Morning/Afternoon < insert name>

Thank you for your enquiry for the Practice Incentives Program (PIP).

It appears we have not received your <insert year> Confirmation Statement

For privacy reasons, we are unable to email a duplicate confirmation statement via unsecured email channels.

An authorised contact person owner can view and confirm your confirmation statement in Health Professional Online Services (HPOS) using your Provider Digital Access (PRODA) account. If you do not have a PRODA account, you can register for one.

If you are not able to access your practice using HPOS please call us and we will post a duplication confirmation statement.

There may be risks with sending personal information through unsecured networks or email channels. It is recommended that when sending emails with personal information you use a secure channel like through HPOS mail centre.

Kind regards

Service Officer

Incentive Programs

Reason

Response

QI non-payment enquiry

Good Morning/Afternoon <insert name>

Thank you for your enquiry about your Practice Incentives Program (PIP) – Quality Improvement (QI) Incentive payment.

I can confirm that your practice is registered for the PIP QI Incentive and has not received a payment.

Please contact your local Primary Health Network to confirm your practice name and practice ID listed with them are accurate.

For more information, go to servicesaustralia.gov.au/pip and select the what are the individual incentives tile.

There may be risks with sending personal information through unsecured networks or email channels. It is recommended that when sending emails with personal information you use a secure channel like HPOS mail centre.

Kind regards

Service Officer

Incentive Programs

QI non-payment enquiry

‘Late assessment’ payment

Good Morning/Afternoon < insert name>

Thank you for your enquiry about your Practice Incentives Program (PIP) – Quality Improvement (QI) Incentive payment.

I can confirm that your practice is registered for the PIP QI Incentive and a payment has been calculated. The payment will be released in the next fortnightly payment run.

For more information, go to servicesaustralia.gov.au/pip and select the what are the individual incentives tile.

There may be risks with sending personal information through unsecured networks or email channels. It is recommended that when sending emails with personal information you use a secure channel like HPOS mail centre.

Kind regards

Service Officer

Incentive Programs

QI non-payment enquiry – not registered

Good Morning/Afternoon < insert name>

Thank you for your enquiry about your Practice Incentives Program (PIP) – Quality Improvement (QI) Incentive payment.

According to our records you have not registered for the PIP – Quality Improvement Incentive. Take the following the steps to register:

• Log on to PRODA
• Select Go to service for Health Professional One Services
• Select My Programs
• Select Practice Incentives Program
• Select Update next to your Practice ID and Practice name
• If Update is not available, you will need to link your RA number to your practice profile. Go to serviceaustralia.gov.au and search QC 35786 to link your RA number to your practice profile
• Select Incentive Summary from the Main menu
• Under Quality Stream, select Apply next to Quality Improvement Incentive
• Select Participation Payment
• Select Submit

For more information, go to servicesaustralia.gov.au/pip and select the what are the individual incentives tile.

Kind regards

Service Officer

Incentive Programs

Reason

Response

Payment received with no eHealth component due to non-compliance

Good Morning/Afternoon < insert name>

Thank you for your enquiry for the Practice Incentives Program eHealth incentive.

Your next quarterly PIP payment will be released in <insert relevant month/year>. The payment will not include a payment for the eHealth Incentive. The Department of Health and Aged Care is conducting compliance activities on practices receiving eHealth payments and your practice was identified as non-compliant for this quarter. If you have any enquiries about not receiving a payment for the eHealth incentive, please contact the Department of Health and Aged Care by email at epip.compliance@health.gov.au.

If you are unable to meet the shared health summary target, you can opt out of the eHealth incentive by following the steps below:

• Log on to PRODA
• Select Go to service for Health Professional One Services
• Select My Programs
• Select Practice Incentives Program
• Select Update next to your Practice ID and Practice name
• If Update is not available, you’ll need to link your RA number to your practice profile. Go to serviceaustralia.gov.au and search QC 35786
• Select Incentive Summary from the Main menu
• Under Capacity Stream, select Update next to the eHealth Incentive
• Select Opt-out
• Select Submit

You will be automatically opted-out in next quarter.

There may be risks with sending personal information through unsecured networks or email channels. It is recommended that when sending emails with personal information you use a secure channel like HPOS mail centre.

Kind regards

Service Officer

Incentive Programs

Withdrawn from eHealth but would like to reapply

Good Morning/Afternoon < insert name>

Thank you for your enquiry for the Practice Incentives Program eHealth incentive.

As your practice is withdrawn from the eHealth Incentive, you will need to re-apply. Take the following steps to re-apply:

• Log on to PRODA
• Select Go to service for Health Professional One Services
• Select My Programs
• Select Practice Incentives Program
• Select Update next to your Practice ID and Practice name
• If Update is not available, you’ll need to link your RA number to your practice profile. Go to serviceaustralia.gov.au and search QC 35786
• Select Incentive Summary from the Main menu
• Under Capacity Stream, select Apply next to the eHealth Incentive
• Confirm the terms and conditions
• Type your HPI-O number
• Select Submit

For more information, go to servicesaustralia.gov.au/pip.

There may be risks with sending personal information through unsecured networks or email channels. It is recommended that when sending emails with personal information you use a secure channel like HPOS mail centre.

Kind regards

Service Officer

Incentive Programs

Can you please tell me how many uploads we have achieved?

Good Morning/Afternoon < insert name>

Thank you for your enquiry for the Practice Incentives Program eHealth incentive.

Practices are responsible for monitoring and making sure they have met their minimum upload requirements for each quarter. Alternatively, they can opt out of relevant payment quarters by the point-in-time date, if they will not meet the requirements. Some clinical information systems and sidebar tools allow practices to monitor the number of shared health summaries they have uploaded, which can assist with tracking.

The number of shared health summaries a practice has uploaded is not information that is currently recorded with PIP.

For more information, go to the serviceaustralia.gov.au/pip and select the what are the individual incentives tile.

There may be risks with sending personal information through unsecured networks or email channels. It is recommended that when sending emails with personal information you use a secure channel like HPOS mail centre.

Kind regards

Service Officer

Incentive Programs

What is PIP eHealth and what are Share Health Summaries and requirements?

Good Morning/Afternoon < insert name>

Thank you for your enquiry for the Practice Incentives Program eHealth Incentive.

Under eHealth Requirement 5, practices must upload a target number of shared health summaries to My Health Record to maintain their eligibility for the payment.

The minimum upload target is 0.5% of the practice Standardised Whole Patient Equivalent (SWPE) value. Summaries must be uploaded by the quarterly point in time date in addition to the practice continuing to meet the other 4 requirements.

If your practice is new to PIP or has a SWPE of less than 1,000, a default SWPE level of 1,000 is applied to determine the minimum number of shared health summaries to be uploaded. This equates to a minimum of 5 shared health summary uploads per quarter.

For more information about the eHealth Incentive, go to the servicesaustralia.gov.au/pip and select the what are the individual incentives tile.

For more information about My Health Record and shared health summaries, go to digitalhealth.gov.au.

If you have any questions, call us on 1800 222 032.

There may be risks with sending personal information through unsecured networks or email channels. It is recommended that when sending emails with personal information you use a secure channel like HPOS mail centre.

Kind regards

Service Officer

Incentive Programs

Enquiries regarding SHS non-compliance – previous correspondence with Health

Good Morning/Afternoon <insert name>

Thank you for your enquiry for the Practice Incentives Program eHealth Incentive compliance.

As eHealth Incentives compliance activity is managed by the Department of Health and Aged Care, please forward your enquiry about the eHealth compliance correspondence you have received to epip.compliance@health.gov.au.

Please quote the reference number at the top of the correspondence in the subject line of your email.

Kind regards

Service Officer

Incentive Programs

eHealth non-compliance

Good Morning/Afternoon <insert name>

Thank you for your enquiry for the Practice Incentives Program eHealth Incentive.

All eHealth compliance activity is managed by the Department of Health and Aged Care. Services Australia is not able to provide any information regarding eHealth compliance determinations.

All correspondence must be directed to epip.compliance@health.gov.au

Kind regards

Service Officer

Incentive Programs

eHealth compliance questions

Good Morning/Afternoon <insert name>

Thank you for your email for the PIP eHealth Incentive.

PIP eHealth compliance is managed by the Department of Health and Aged Care. All correspondence regarding compliance with the requirements for this incentive must be directed to epip.compliance@health.gov.au

Kind regards

Service Officer

Incentive Programs

Reason

Response

How is the PIP After Hours payment calculated?

Good Morning/Afternoon <insert name>

Thank you for your enquiry for the Practice Incentives Program (PIP).

Quarterly PIP payments are calculated using MBS billing data from a PIP standard 12 months reference period.

The PIP After Hours incentive payment per quarter is calculated using the quarter’s Standardised Whole Patient Equivalent multiplied by the relevant level participation rate divided by 4.

For more information, go to servicesaustralia.gov.au/pip and select the what are the individual incentives tile.

For information about how payments are calculated, select the what are the payments tile

If you have any questions, contact us on 1800 222 032.

There may be risks with sending personal information through unsecured networks or email channels. It is recommended that when sending emails with personal information you use a secure channel like HPOS mail centre.

Kind regards

Service Officer

Incentive Programs

PIP After hours eligibility enquiry

Good Morning/Afternoon < insert name>

Thank you for your enquiry for the Practice Incentives Program (PIP).

The PIP After Hours incentive is a self-assessed incentive, therefore we are unable to determine your eligibility on your behalf.

Go to servicesaustralia.gov.au/pip and select the what are the individual incentives tile to download the After Hours Incentive guidelines.

If you have any questions, contact us on 1800 222 032.

There may be risks with sending personal information through unsecured networks or email channels. It is recommended that when sending emails with personal information you use a secure channel like HPOS mail centre.

Kind regards

Service Officer

Incentive Programs

Reason

Response

I have miscalculated my hours/claimed for incorrect hours?

Good Morning/Afternoon < insert name>

Thank you for your enquiry for the Workforce Incentive Program – Practice Stream.

You can update your health professional details through Health Professional Online Services (HPOS) using your Provider Digital Access (PRODA) account. If you do not have a PRODA account, you can register for one.

If you are unable to do this through HPOS, submit the Practice Incentives individual general practitioner, nurse practitioner or health professional details form (IP003).

Go to servicesaustralia.gov.au/hpforms to download the form. Details on how to return are on the form.

There may be risks with sending personal information through unsecured networks or email channels. It is recommended that when sending emails with personal information you use a secure channel like HPOS mail centre.

Kind regards

Service Officer

Incentive Programs

Please amend my incorrect details

Good Morning/Afternoon < insert name>

Thank you for your enquiry regarding the Workforce Incentive Program (WIP) – Practice Stream.

We have adjusted the WIP – Practice Stream health professional details as per your request.

The amended health professional details will be used to recalculate your quarterly payment. The practice will be advised of any change to the previously paid amount.

There may be risks with sending personal information through unsecured networks or email channels. It is recommended that when sending emails with personal information you use a secure channel like HPOS mail centre.

Kind regards

Service Officer

Incentive Programs

Late confirmation of QCS, requesting release of held payment

Good Morning/Afternoon < insert name>

Thank you for your enquiry regarding the Workforce Incentive Program – Practice Stream.

There is a regular release of previously held payments throughout the quarter.

There may be risks with sending personal information through unsecured networks or email channels. It is recommended that when sending emails with personal information you use a secure channel like HPOS mail centre.

Kind regards

Service Officer

Incentives Programs

QCS requested

Good Morning/Afternoon < insert name>

For privacy reasons, we are unable to email a duplicate quarterly confirmation statement via unsecured email channels.

You can view and confirm your quarterly confirmation statement in Health Professional Online Services (HPOS) using your Provider Digital Access (PRODA) account. If you do not have a PRODA account, you can register for one.

If you are not able to access your practice using HPOS please call us on 1800 222 032 and we will post a duplication quarterly confirmation statement.

There may be risks with sending personal information through unsecured networks or email channels. It is recommended that when sending emails with personal information you use a secure channel like through HPOS mail centre.

Kind regards

Service Officer

Incentive Programs

Are we eligible for the WIP – Practice Stream?

Good Morning/Afternoon < insert name>

Thank you for your enquiry regarding the Workforce Incentive Program (WIP) – Practice Stream.

The WIP – Practice Stream provides incentives to support general practices employing or retaining the services of nurses, Aboriginal and Torres Strait Islander Health Workers and Practitioners, and allied health professionals including non-dispensing pharmacists.

For information on the program and how to apply, go to servicesaustralia.gov.au/practicestream

If you have any questions, contact us on 1800 222 032.

Kind regards

Service Officer

Incentive Programs

Reason

Response

Format other than PDF received

Good Morning/Afternoon <insert name>

Thank you for the form(s) sent to the <Practice Incentives Program><Workforce Incentive Program (WIP) – Practice Stream>.

Documents can only be received as a PDF. Please resend your completed form(s) and any additional supporting evidence as a PDF.

Alternatively, you can fax documents to 1300 587 696.

If you have any questions, call us on 1800 222 032.

There may be risks with sending personal information through unsecured networks or email channels. It is recommended that when sending emails with personal information you use a secure channel like HPOS mail centre.

Kind regards

Service Officer

Incentive Programs

Document attached is illegible

Security marking: OFFICIAL Sensitive

Subject line: You need to resubmit your documents

This message is from Services Australia

Hello

Thank you for sending your <Practice Incentives Program>>< and ><Workforce Incentive Program (WIP) – Practice Stream> form(s).

We are not able to process the document(s) as they are <unreadable><not provided in a PDF format>.

You need to submit the completed form(s) and any additional supporting evidence as a PDF.

Please do not email us the form. Details on how to return it are on the form.

If you have any questions, call us on 1800 222 032.

There may be risks with sending personal information through unsecured networks or email channels. We recommend that you use the secure HPOS mail centre.

No attachment with email

Good Morning/Afternoon <insert name>

Thank you for your email sent to the <Practice Incentives Program><Workforce Incentive Program (WIP) – Practice Stream>.

Your email refers to forms being attached, however no attachments were received.

Documents can only be received as a PDF. Please resend your completed form(s) and any additional supporting evidence as a PDF.

Alternatively, you can fax documents to 1300 587 696.

There may be risks with sending personal information through unsecured networks or email channels. It is recommended that when sending emails with personal information you use a secure channel like HPOS mail centre.

Kind regards

Service Officer

Incentive Programs

Attachments being sent separately, individual pages for one form

No attachment received

Security marking: OFFICIAL Sensitive

Subject line: You need to resubmit your documents

This message is from Services Australia

Hello

Thank you for sending your <Practice Incentives Program>< and ><Workforce Incentive Program (WIP) – Practice Stream> form(s).

We <received several separate attached documents><did not receive any attachments>.

To make sure that pages are not missed, you need to submit your completed form(s) and any additional supporting evidence as one complete PDF.

Please do not email us the form. Details on how to return it are on the form.

If you have any questions, call us on 1800 222 032.

There may be risks with sending personal information through unsecured networks or email channels. We recommend that you use the secure HPOS mail centre.

Email response directed to personal email address

Good Morning/Afternoon <Insert Name>

Thank you for your enquiry regarding the <Practice Incentives Program><Workforce Incentive Program (WIP) – Practice Stream>.

All email correspondence should be sent the <PIP><WIP – Practice Stream> email box rather than to an individual staff member.

Please ensure that you use the appropriate email address for your correspondence: <pip@servicesaustralia.gov.au> <wippractice@servicesaustralia.gov.au>

Your email has been forwarded to the appropriate email box for action.

There may be risks with sending personal information through unsecured networks or email channels. It is recommended that when sending emails with personal information you use a secure channel like HPOS mail centre.

Kind regards

Service Officer

Incentive Programs

Missing PIP/WIP – Practice Stream ID

Good Morning/Afternoon <insert name>

Thank you for your enquiry for the <Practice Incentives Program (PIP)><Workforce Incentive Program (WIP) – Practice Stream>.

I am unable to provide you with a response at this time, as your email does not include the practices <PIP ID / Name><WIP – Practice Stream ID / Name>.

Please provide your practices <PIP ID / Name><WIP – Practice Stream ID / Name> to assist with your enquiry. Your enquiry must be from an authorised contact person or practice owner registered with us.

There may be risks with sending personal information through unsecured networks or email channels. It is recommended that when sending emails with personal information you use a secure channel like through HPOS mail centre.

Kind regards

Service Officer

Incentive Programs

Duplicate statement request

Good Morning/Afternoon <insert name>

Thank you for your email sent to the <Practice Incentives Program><Workforce Incentive Program (WIP) – Practice Stream>.

You have requested a duplicate of the practices <insert quarter and year><Practice Incentives Program><Workforce Incentive Program (WIP) – Practice Stream payment advice.

For privacy reasons, we are unable to email a duplicate payment advice via unsecured email channels.

You can view and download your payment advice in Health Professional Online Services (HPOS) using your Provider Digital Access (PRODA) account. If you do not have a PRODA account, you can register for one.

If you are not able to use HPOS please call us on 1800 222 032, and we will post a duplicate payment advice.

You can elect to receive your payment advice electronically via HPOS. You can register for the HPOS messaging facility by logging into <PIP Online><WIP – Practice Stream online> in HPOS and updating your communication preferences.

Kind regards

Service Officer

Incentive Programs

Reason

Response

Changes identified/requested but form not completed

Good Morning/Afternoon <insert name>

Thank you for your email.

You can update most practice details through Health Professional Online Services (HPOS) using your Provider Digital Access (PRODA) account. If you do not have a PRODA account, you can register for one.

If you are unable to do this through HPOS, you need to submit the details using <insert form name>

<Practice Incentives Individual general practitioner, nurse practitioner or health professional details form (IP003)>

<Practice Incentives Program Procedural General Practitioner Payment application form (IP004)>

<Practice Incentives Change of practice details form (IP005)>

<Practice Incentives Program Teaching Payment claim form (IP006)>

<Practice Incentives Practice closure or withdrawal form (IP007)>

<Practice Incentives Program Indigenous Health Incentive practice register authority form (IP009)>

<Practice Incentives Change of practice ownership form (IP010)>

<Practice Incentives Additional practice branch form (IP025)>

<PIP Indigenous Health Incentive practice application form (IP026)>

<Practice Incentives Review of decision form (IP027)>

<PIP Indigenous Health Incentive patient withdrawal of consent form (IP029) >

<Practice Incentives Program After Hours Incentive application form (IP030)>

Go to servicesaustralia.gov.au/hpforms to download the current version. Details on how to return are on the form. If additional information is requested on the form, please ensure it is attached before returning.

If you have any questions, call us on 1800 222 032.

There may be risks with sending personal information through unsecured networks or email channels. It is recommended that when sending emails with personal information you use a secure channel like through HPOS mail centre.

Kind Regards

Service Officer

Incentives Programs

Did you receive my form

Forms not received

Forms were received

Forms have been actioned

Security marking: OFFICIAL Sensitive

Subject line: Thank you for your enquiry

This message is from Services Australia

Hello

Thank you for your enquiry about the <Practice Incentives Program>< and ><Workforce Incentive Program – Practice Stream>.

<We confirm that your form was received <and has been actioned>.>

<We have not received your <insert form name> form.>

<You need to resubmit your completed form(s) and any additional supporting evidence as a PDF.>

Please do not email us the form. Details on how to return it are on the form.

You can update most practice details through Health Professional Online Services (HPOS).

There may be risks with sending personal information through unsecured networks or email channels. We recommend that you use the secure HPOS mail centre.

Reason

Response

Is my practice approved for PIP/WIP – Practice Stream?

When will I receive my first payment?

Good Morning/Afternoon <insert name>

Thank you for your enquiry for the <Practice Incentives Program><Workforce Incentive Program (WIP) – Practice Stream>.

I can confirm your practice has been approved for the PIP/WIP – Practice Stream on <insert date>.

For more information, please contact 1800 222 032.

You can expect to receive your first payment in the <month><year> quarterly payment. <This line can be removed if the question has not been asked>

There may be risks with sending personal information through unsecured networks or email channels. It is recommended that when sending emails with personal information you use a secure channel like through HPOS mail centre.

Kind regards

Service Officer

Incentives Programs

Where is my payment?

Payment on hold

Security marking: OFFICIAL Sensitive

Subject line: Thank you for your enquiry

This message is from Services Australia

Hello

Thank you for your enquiry about the <Practice Incentives Program >< and ><Workforce Incentive Program (WIP) – Practice Stream>.

Payments for Practice <ID>, <Practice Name> are on hold as because you need to submit:

<your <insert year/month> Annual/Quarterly Confirmation Statement.>

<a new certificate after your practice accreditation expired.>

<an updated accreditation certificate after your practice relocated.>

Please submit it through the HPOS forms upload facility.

We will release all eligible payments when we receive the above information.

If you have any questions, call us on 1800 222 032.

There may be risks with sending personal information through unsecured networks or email channels. We recommend that you use the secure HPOS mail centre.

Where is my payment?

Not on hold

Good morning/afternoon <insert name>

Thank you for your enquiry regarding the <Practice Incentives Program><Workforce Incentive Program (WIP) – Practice Stream>.

Incentives payments are made quarterly in February, May, August and November of each year. Payments are generally released towards the end of the payment month and will be paid into the bank account registered for the program.

There may be risks with sending personal information through unsecured networks or email channels. It is recommended that when sending emails with personal information you use a secure channel like through HPOS mail centre.

Kind regards

Service Officer

Incentives Programs

Duplicate payment advice/ACS/QCS request

Good Morning/Afternoon <Insert Name>

Thank you for your enquiry regarding the <Practice Incentives Program><Workforce Incentive Program (WIP) – Practice Stream>.

For privacy reasons we are unable to email a duplicate <payment advice><confirmation statement><quarterly confirmation statement> via unsecured email channels.

You can view and download your <payment advice><confirmation statement><quarterly confirmation statement> in Health Professional Online Services (HPOS) using your Provider Digital Access (PRODA) account. If you do not have a PRODA account, you can register for one.

If you are not able to use HPOS please call us on 1800 222 032 and we will post a duplication payment advice.

You can elect to receive your payment advices and confirmation statements electronically via HPOS. You can register for the HPOS messaging facility by logging into <PIP Online><WIP – Practice Stream online> in HPOS and updating your communication preferences.

Update your practice details through Health Professional Online Services (HPOS) using your Provider Digital Access (PRODA) account. If you do not have a PRODA account, you can register for one.

Kind regards

Service Officer

Incentive Programs

Where is my GP ACAI payment?

Payments released/due for release

Good Morning/Afternoon <insert name>

Thank you for your enquiry about the Practice Incentives Program (PIP) Aged Care Access Incentive (ACAI).

The PIP ACAI ceased 31 July 2024. The final quarterly payment calculation was August 2024. Your payment <was><will be> directed to the bank account you have registered for PIP ACAI payments in <payment quarter>.

You can check your registered SIPACAI bank account details using HPOS.

Kind regards

Service Officer

Incentive Programs

Where is my GP ACAI payment?

GP with outstanding payments

Note: Held and failed payments spreadsheet must be checked before responding.

Good Morning/Afternoon <insert name>

Thank you for your enquiry about the Practice Incentives Program (PIP) Aged Care Access Incentive (ACAI).

The PIP ACAI ceased 31 July 2024. Our records indicate you may have an outstanding PIP ACAI payment. We need to confirm your bank details.

You can update your bank details for the PIP ACAI payment through Health Professional Online Services (HPOS) by going to servicesaustralia.gov.au/hpos

From the main menu:

Select ‘My details’

Select ‘My personal details’

Select ‘My banking details’,

Select ‘Add’ next to SIPACAI in the list of programs.

If unable to do this through HPOS, submit the attached Practice Incentive Program General Practitioner Aged Care Access Incentive (PIP GP ACAI) payment banking details form (IP011). Details on how to return are on the form.

If banking details are not updated by 30 April 2025, any outstanding payments will be forfeited.

If you have any questions, call us on 1800 222 032.

There may be risks with sending personal information through unsecured networks or email channels.

Kind regards

Service Officer

Incentive Programs

Where is my GP ACAI payment?

No outstanding payments

Note: Held and failed payments spreadsheet must be checked before responding.

Good Morning/Afternoon <insert name>

Thank you for your enquiry about the Practice Incentives Program (PIP) Aged Care Access Incentive (ACAI).

The PIP ACAI ceased 31 July 2024. According to our records, there are no outstanding PIP ACAI payments for you.

Kind regards

Service Officer

Incentive Programs

Reason

Response

Response to customer when forwarded to Program management for advice

Good Morning/Afternoon <insert name>

Thank you for your enquiry for the <Practice Incentives Program (PIP)><Workforce Incentive Program (WIP) – Practice Stream>.

Your request has been forwarded to the appropriate area for consideration and you will be notified accordingly.

There may be risks with sending personal information through unsecured networks or email channels. It is recommended that when sending emails with personal information you use a secure channel like HPOS mail centre.

Kind regards

Service Officer

Incentives Programs

Repeat request – follow up

Response to customer when forwarded to Program Management for advice

Good Morning/Afternoon <insert name>

Thank you for your enquiry for the <Practice Incentives Program (PIP)><Workforce Incentive Program (WIP) – Practice Stream>.

Your request has been forwarded to the appropriate area for consideration and is still being investigated. You will be notified once we have a response.

There may be risks with sending personal information through unsecured networks or email channels. It is recommended that when sending emails with personal information you use a secure channel like HPOS mail centre.

Kind regards

Service Officer

Incentives Programs

Unable to respond via email due to response containing personal or identifiable information - response sent via HPOS

Security marking: OFFICIAL

Subject line: Thank you for your enquiry

This message is from Services Australia

Hello

Thank you for your enquiry about the <Practice Incentives Program>< and ><Workforce Incentive Program – Practice Stream>.

<We have sent our response to <your><your practice> Health Professional Online Services (HPOS) mail.

We cannot send our response by email because it contains personal information.

If you have any questions, call us on 1800 222 032.

You can update most practice details through Health Professional Online Services (HPOS).

There may be risks with sending personal information through unsecured networks or email channels. We recommend that you use the secure HPOS mail centre.

Reason

Response

General promotion of HPOS for accessing own information

Good Morning/Afternoon < insert name>

Thank you for your enquiry for the <Practice Incentives Program><Workforce Incentive Program – Practice Stream>.

Health Professionals Online Services (HPOS) is a fast and secure way for health professionals and administrators to do business with us. You can access your past statements and update your details.

To start using HPOS, you will need to set up a User Name and Password in PRODA. Once this has been completed you will be able to access our online systems.

You will need at least 3 identity documents to complete the process.

Go to www.servicesaustralia.gov.au/hpos and click on PRODA under the heading ‘Accessing HPOS and eHealth services using’. This has instructions on how to set up and what identity documents are required.

When you have access to HPOS, you can elect to have your correspondence sent to your HPOS account.

You can also choose to have a notification sent to your email account when you have mail in your HPOS account.

If you are experiencing difficulties please contact:

eBusiness service centre on 1800 700 199

or

HPOS on 132 150, Option 6

Kind regards

Service Officer

Incentives Programs

Linking your PRODA account RA number to your practice profile

Good Morning/Afternoon < insert name>

Thank you for your enquiry for the <Practice Incentives Program><Workforce Incentive Program – Practice Stream>.

Once you are registered for Provider Digital Access (PRODA) you will get an email containing your PRODA Registration Authority (RA) number.

You’ll need to link your PRODA account RA Number to your practice profile. For information on linking your RA number for Incentives, go to servicesaustralia.gov.au and search QC 35786.

Kind regards

Service Officer

Incentives Programs