Self-Service Portal
Frequently Asked Questions
We’ve created these frequently asked questions (FAQs) to help you get started and make the most of the Self-Service Portal. If you can’t find the answer you’re looking for, our team is always here to help.
Access & Registration
What is the portal?
What is the portal?
The ACH Group Self-Service Portal is a secure online space where customers and approved representatives can access important information in one place.
Through the portal, you can view services, care information and invoices, and manage parts of your care online at any time.
The portal gives you another way to stay connected with ACH Group. It is completely optional, and you can continue to contact us and receive support in the way that works best for you.
Who can access the portal?
Who can access the portal?
The Self-Service Portal is currently available to Support at Home customers who receive their statements by email.
With the customer’s consent, approved representatives can also use the portal to access information on their behalf.
We plan to make the portal available to more customers over time.
How do I register or request access?
How do I register or request access?
If you’re eligible to use the portal, we’ll send you an email explaining how to get started. You can request access using the link in the email.
If you’d like assistance, we’re here to help. Contact ACH Group on 1300 22 44 77 or speak with your Care Partner.
How do I activate my account?
How do I activate my account?
Once your portal access has been set up, you’ll receive an email with instructions to activate your account. Follow the link in the email to create your password and complete the account setup process.
To help keep your information secure, keep your password private and do not share it with anyone. If you need help activating your account, please contact ACH Group or speak with your Care Partner.
Can a representative access the portal on my behalf?
Can a representative access the portal on my behalf?
Yes. An approved representative can access the portal on your behalf if you give your consent.
To help protect your privacy and personal information, ACH Group may ask you to confirm your consent before giving your representative access to the portal. We will keep a record of your consent as part of this process.
Can multiple users access the same account?
Can multiple users access the same account?
Yes. You and your approved representative may both be able to access the portal if the required permissions have been set up and your consent has been provided.
ACH Group uses the customer and representative details on record to manage portal access.
Log in & Passwords
How do I log in?
How do I log in?
Go to the Self-Service Portal login page and enter the email address and password linked to your account.
To help keep your information secure, you may also be asked to complete an additional security check to confirm your identity before you can access the portal.
Why am I being asked to verify my identity when I log in?
Why am I being asked to verify my identity when I log in?
To help keep your information secure, the Self-Service Portal uses two-factor authentication when you log in.
After entering your email address and password, you may be asked to complete an additional verification step to confirm your identity. This helps protect your account and personal information, even if someone else knows your password.
Two-factor authentication is one of the security measures ACH Group uses to help keep your information safe.
I have forgotten my password. How can I reset it?
I have forgotten my password. How can I reset it?
If you’ve forgotten your password, select “Forgot your password?” on the portal login page and follow the prompts.
We will send a password reset link to the email address linked to your portal account. Follow the instructions in the email to create a new password and sign in to your account.
If you need help, please contact ACH Group on 1300 22 44 77.
Why is my account locked?
Why is my account locked?
To help keep your information secure, your account may be temporarily locked after 10 unsuccessful login attempts.
If this happens, please contact ACH Group on 1300 22 44 77. Our team can help restore access to your account and may ask you to verify your identity as part of this process.
Why am I not receiving the activation email?
Why am I not receiving the activation email?
If your activation email hasn’t arrived, please check your junk or spam folder first, as it may have gone there by mistake.
If it’s not there, we may need to check that we have the correct email address for you. Please call ACH Group on 1300 22 44 77 and our team can help.
What browser or device should I use?
What browser or device should I use?
You can use the Self-Service Portal on a computer, tablet or smartphone with internet access.
For the best experience, we recommend using the latest version of your web browser and keeping your device up to date.
Profile Management
How do I update my personal details?
How do I update my personal details?
To update your personal details, log in to the portal and go to the Personal Details section. There, you can view the information we have on record and update the details that are available for editing.
Some changes may be reviewed by an ACH Group team member before they are processed. This helps us keep your information accurate and secure.
If you need help, or if you cannot update the information online, please contact ACH Group through the portal or on 1300 22 44 77.
How do I change my email address?
How do I change my email address?
Your email address cannot currently be changed through the Self-Service Portal, as it is used as your username and helps identify your account.
If you need to update the email address linked to your portal account, please contact your Care Partner or contact ACH Group through the portal or on 1300 22 44 77. Our team will update your details and help ensure your portal access continues to work correctly.
How do I update my contact information?
How do I update my contact information?
To update your contact information, log in to the portal and go to the Personal Details section. There, you can view the information we have on record and update the details that are available for editing.
Some changes may be reviewed by an ACH Group team member before they are processed. This helps us keep your information accurate and secure.
If you need help, or if you cannot update the information online, please contact ACH Group through the portal or on 1300 22 44 77.
How can I manage my communication preferences?
How can I manage my communication preferences?
When you use the portal to submit a service request or change, we’ll send updates about its progress to your email address. These notifications help keep you informed and cannot be changed.
If you’d like to update how you receive your statements and invoices (email or post) or arrange for a representative to receive communications on your behalf, visit the Preferences page.
Service & Appointments
How can I view my upcoming services or appointments?
How can I view my upcoming services or appointments?
To view your upcoming services and appointments, log in to the portal and visit the Services or Visits section.
In the calendar, you’ll be able to see what services are scheduled and when they are due to take place.
How do I request a service change?
How do I request a service change?
If you need to change a scheduled service, log in to the portal. Select the service you would like to change and submit your request.
Your request will be reviewed by the ACH Group team, who will contact you if any further information is needed.
How do I reschedule an appointment?
How do I reschedule an appointment?
If your service is scheduled more than 48 hours in advance, you can request a change to the day or time through the Self-Service Portal.
For services scheduled within the next 48 hours, please call 1300 22 44 77 to discuss your options with the ACH Group team.
How do I cancel a service?
How do I cancel a service?
If your circumstances change and you need to cancel a scheduled service, you can submit a cancellation request through the portal.
Please note that if your service is due to take place within the next 24 hours, a cancellation fee may apply in line with ACH Group’s cancellation policy.
If you need assistance, please contact ACH Group through the portal or on 1300 22 44 77.
How will I be notified of changes to my services?
How will I be notified of changes to my services?
If you submit a service request or change through the Self-Service Portal, we’ll send updates about the progress of your request to the email address linked to your account. These notifications help keep you informed and cannot be turned off.
If there is a change to one of your scheduled services or appointments, the ACH Group team may also contact you directly if needed.
Can I view previous appointments or visit history?
Can I view previous appointments or visit history?
Yes. You can view previous services, appointments and visit history through the Self-Service Portal in the Services or Visits section.
Your visit history is available for reference only and cannot be changed or deleted through the portal. If you have a question about a past service or believe information is incorrect, please contact ACH Group through the portal or on 1300 22 44 77.
Where can I find my documents?
Where can I find my documents?
To view your documents, log in to the Self-Service Portal and go to the Documents or My Care section.
This is where you can access available care and service-related information, such as care plans, service information and other documents that ACH Group has made available through the portal.
The documents available to you may vary depending on the services you receive and the information available for your account.
How do I download statements, invoices, or agreements?
How do I download statements, invoices, or agreements?
To download a statement, invoice or agreement, log in to the Self-Service Portal and open the relevant document.
If a download option is available, follow the prompts to save a copy to your device.
The documents available to you may vary depending on the services you receive and the information ACH Group has made available through the portal.
Why can't I see a specific document?
Why can’t I see a specific document?
A document may not appear in the portal if it is still being prepared, has not yet been made available online, or is not linked to your account.
If you think a document should be available, or you have questions about a document, please contact ACH Group through the portal or on 1300 22 44 77 and we’ll be happy to help.
Payments & Invoices
How do I view my invoices?
How do I view my invoices?
To view your invoices, log in to the Self-Service Portal and go to the Invoices or Payments section.
Here, you can view invoice information and statements that have been made available through the portal.
The invoices and statements available to you may vary depending on the services you receive.
How do I make a payment?
How do I make a payment?
To make a payment, log in to the Self-Service Portal and visit the Invoices or Payments section.
Here, you can view available invoice information and, where online payments are available, make a secure payment through the portal.
If you have any questions or need assistance, please contact ACH Group through the portal or on 1300 22 44 77.
Who do I contact if an invoice looks incorrect?
Who do I contact if an invoice looks incorrect?
If you think an invoice is incorrect, please contact ACH Group through the portal or on 1300 22 44 77.
We’ll review the invoice details and work with you to resolve any concerns or questions about your account.
Notifications
How will I be notified of changes to my services?
How will I be notified of changes to my services?
If you submit a service request or change through the Self-Service Portal, we’ll send updates about the progress of your request to the email address linked to your account. These notifications help keep you informed and cannot be turned off.
If there is a change to one of your scheduled services or appointments, the ACH Group team may also contact you directly if needed.
How do I turn notifications on or off?
How do I turn notifications on or off?
If you submit a service request or change through the Self-Service Portal, we’ll send updates about the progress of your request to the email address linked to your account. These notifications help keep you informed and cannot be turned off.
Security & Privacy
How is my personal information protected?
How is my personal information protected?
ACH Group manages personal information in accordance with its Privacy Policy and applicable privacy laws.
Your personal information is only collected, used and shared for authorised purposes related to the delivery of services and support.
If you choose to give an approved representative access to your information, ACH Group will confirm and record your consent before access is provided.
Support & Troubleshooting
What do I do if something is not working?
What do I do if something is not working?
If something isn’t working as expected, try refreshing the page or logging out and signing in again.
If the issue continues, please contact ACH Group on 1300 22 44 77. Tell us what you were trying to do and any error message you saw. A screenshot can also be helpful and may assist us in resolving the issue more quickly.