Contact us

TBAS Hotline
Our free hotline number will operate from 3 April 2014 and will be open from 8:30am to 5:00pm EST. The hotline number is 1800 122 092.





Transitional Business Advisory Services Team

PO Box 7396

Canberra Business Centre ACT 2610


02 6248 1122
Marked to the attention of:

Transitional Business Advisory Services Team

Transitional Business Advisory Services 

The Department of Social Services (DSS) has appointed KPMG to provide transitional business advisory services (TBAS) to residential aged care providers in relation to the accommodation payment reforms which commence from 1 July 2014.
Transitional Business Advisory Services

The advisory services are completely subsidised by the Department of Social Services.


KPMG has been engaged to respond to queries in relation to the accommodation payment reforms. The queries include, but are not limited to:

  • requirements to set and publish accommodation prices
  • consumer discretion over the type of accommodation payment which is made
  • removal of prescribed retention amounts
  • role of the Aged Care Pricing Commissioner and the accommodation pricing thresholds
  • increase in the accommodation supplement
  • approved draw downs on lump sum accommodation payments, and
  • changes to extra service arrangements.


How we can help

We have been engaged to provide two levels of service:



A free call telephone service where you can talk to a KPMG staff member who can respond to general queries about the accommodation payment reforms. The telephone service is available to all approved providers. If all the phone lines are busy, you can leave a message and your contact details and we will return your call. We also have an email address for queries. 

Tailored assistance

A more tailored level of assistance will be provided for detailed or complex queries. Our assistance will take into account the specific circumstances of each provider and will include modelling the potential impact of the accommodation payment reforms. Typically this service will be performed as a desktop review. Site visits will be considered on a case by case basis. 

This service also includes a follow up review after the initial service, if required. To receive this tailored service, providers must complete an application form. Our telephone operators can assist you with this process and completed applications can be faxed, mailed or sent to the TBAS email address.  


All applications which are received will be assessed and priority will be given to aged care providers who are considered to be most in need. Details of how we will assess applications are provided below. 

Frequently Asked Questions

How long will it be before you respond to my queries?

Our goal is to answer any general hotline queries at the time the call is received. If we are unable to answer your query at the time you call, we will endeavour to provide a response to your queries within 24 hours from the time that you called.


We aim to respond to all general email queries within 24 hours from the time the email was received.


Requests for a more tailored level of assistance will be confirmed within 2 working days from the receipt of all relevant information. Assistance will be scheduled for a mutually convenient time.

How many queries can I raise?

There is no limit to the number of queries that an approved provider can raise.


Can I ask some general queries and then ask some more detailed queries?

Yes. You can raise your general queries through our hotline or via the TBAS email. You will need to complete an application form to request a more tailored level of assistance for detailed or complex queries and these services will be subject to a prioritisation process.

How will you assess my application?

Criteria have been established to prioritise services to residential aged care service providers that are considered to be in the greatest need and who may have the greatest impact from the accommodation payment reforms. The prioritisation methodology considers:


  • the average facility size of a provider
  • the number of facilities operated by a provider
  • the location of residential aged care facilities
  • the relative importance of bonds to your organisation’s financing, and
  • a providers liquidity.

How long will the hotline operate for?

It is anticipated that the hotline will be open until at least 30 June 2015.

What can I do if I am unhappy with the way my application has been assessed?

You can lodge a complaint about the way your application has been assessed. Making a complaint will not result in any adverse repercussions for the complainant. Your complaint will go to the TBAS Project Coordinator and they will contact you to discuss the next steps which will include an independent assessment of your application.


Complaints should be made in writing to:

The TBAS Project Coordinator
PO Box 7396
Canberra Business Centre ACT 2610


How will KPMG manage my information?

KPMG respects your privacy.  We manage personal information in accordance with the Australian Privacy Act and we will use your personal information to process your request, to maintain our contacts database, to contact you about KPMG’s TBAS services and for other business related purposes. We may disclose this information to our service providers on a confidential basis. We will provide the Department of Social Services with information about which providers applied for and received services, but we will not provide identified financial information about your financial position, business model, queries or advice delivered. You may access the personal information that we hold about you by contacting the National Privacy Officer at or on +61 3 9288 6068.


For further details on how we handle your personal information, please refer to our Privacy Policy.

How do I apply?

For general queries, you will not need to complete an application form.  You can simply call the hotline number which will operate from 3 April 2014.  You can also send an email to and a KPMG staff member will provide a response to the queries that you raise. 

For more detailed or complex queries, you will need to complete an application form to request a more detailed level of assistance. All applications will be assessed and priority given to aged care providers who are considered most in need.

Application form

Completed application forms should be accompanied by a copy of your latest financial statements. Completed application forms can be emailed, posted or faxed to the Transitional Business Advisory Services Team.

TBAS Pricing Services

This print-friendly brochure [PDF 238KB] explains the TBAS Pricing Services which are available to aged care providers until 30 June 2015.