Update on Support at Home statements, co‑payment invoices and upcoming direct debits
Please see below an update on the progress we have made in resolving the technical issues that affected Support at Home statements and co‑payment invoices from December 2025.
What has happened?
Technical issues involving our third‑party client management system have now been resolved, and we are able to resume issuing Support at Home statements and co‑payment invoices. We apologise again for the delays and thank you for your patience.
What happens next?
You will begin receiving your outstanding Support at Home statements and co‑payment invoices over the coming weeks. Please be assured these statements will be issued before any direct debit payments are taken from your account.
Direct debit payments restarting
Direct debits will recommence gradually to help you catch up on payments in a manageable way. The following schedule outlines when each outstanding invoice will be debited:
| Billing Month | Direct Debit Date |
| December 2025 invoice | 26 February 2026 |
| January 2026 invoice | 12 March 2026 |
| February 2026 invoice | 26 March 2026 |
| March 2026 invoice | 9 April 2026 |
From April 2026, direct debits will return to a regular monthly schedule.
What this means for you
You will always receive your invoice before any payment is debited. Invoices are sent to your nominated postal address or email.
We will not debit any lump‑sum amounts without notice.
If you have any concerns about your payment schedule, we will work with you to ensure the repayments are reasonable and manageable.
Most importantly your services remain unchanged. Any delays to statements or invoicing have not affected your services or the care you receive from Wesley Mission Queensland. All supports will continue as normal.
Who can I talk to?
Please contact your care partner via email or phone for information about the following:
- your current account balance
- a copy of your Support at Home budget
- to discuss payment options
Alternatively, please contact our customer experience team on 1800 448 448 who can connect you to the Support at Home team.
Thank you again for your understanding and patience as we finalise this process.
Regards,
Home Care Team
Wesley Mission Queensland