Portal User Guides
Portal User Guides that cover account management and the initial registration process are available below. For Program-specific user guides, please see individual Program pages.
Portal User Guide - Initial Registration (PDF - 792.4kB)
Portal User Guide - Authorised Persons (PDF - 261.68kB)
Portal User Guide - User Profile (PDF - 529.53kB)
PPA Portal User Guide -Service History Checker (PDF - 458.03kB)
PPA Portal User Guide - Integration (PDF - 735.2kB)
PPA Portal User Guide - Remittance Advices (PDF - 798.08kB)
PPA Portal User Guide - Summary Reports (PDF - 1.43MB)
If you feel there were exceptional circumstances that were outside your control with regard to the handling of your claim, you can request a review of your claim under an Exceptional Circumstances process.
To begin this process, you must comprehensively outline your situation in an Exceptional Circumstances Request Form, attach any additional information to substantiate your claim, and email your request to the Support Centre at email@example.com. We will refer all requests to the Department of Health for their consideration.
The Exceptional Circumstances process can take up to 30 days to be completed and you may be required to provide further evidence to substantiate your position. Please note that this process is for exceptional circumstances only.
Generally, this avenue is for issues that were outside your control. Reasons such as forgetting to lodge claims, not being aware of the Program Rules, and taking holidays without planning for claims in your absence are unlikely to be accepted.
Please note that services performed during the Sixth Community Pharmacy Agreement are no longer eligible to be submitted as Exceptional Circumstance requests. Requests will only be sent to the Department of Health for services completed on or after 1 July 2020.
Exceptional Circumstances Resources
Information for Vendors of Pharmacy Software
The Pharmacy Programs Administrator is aware that many pharmacies and other registered service providers use a range of software packages to manage their operations and record information in relation to the services they provide. Due to the real-time validation functionality that has been built into the Pharmacy Programs Administrator Registration and Claiming Portal (Portal) to enable ‘fast track’ payments, we recognise that currently, service providers are required to obtain or extract data from these software systems and manually enter this data into the Portal for 7CPA program claiming purposes. In order to enhance the claiming experience for pharmacies and other service providers, the Pharmacy Programs Administrator is working with the vendors of relevant software packages to develop solutions that enable data stored in these software packages to be electronically transferred to the Portal for claiming. This approach will potentially reduce:
- Time associated with data entry
- Risk of error when transferring or entering data.
Our initial focus is working with software vendors to streamline the claiming processes for the following programs:
- MedsCheck and Diabetes MedsCheck
- Home Medicines Reviews (HMRs).
We will then work with software vendors to streamline the claiming processes for the following programs:
- Staged Supply (SS)
- Residential Medication Management Reviews (RMMRs).
Software vendors have been approached about these solutions and some vendors have begun development work in relation to MedsChecks/Diabetes MedsChecks and HMRs. If you have not yet engaged with the Pharmacy Programs Administrator and would like to be included on the list of software vendors that we contact, please email firstname.lastname@example.org and provide:
- Software company name
- Contact name
- Phone number
- Relevant program/s.
Future updates in relation to the work outlined above will be posted on this page.
From 1 February 2019, all claims and applications must be submitted to the Pharmacy Programs Administrator. The Pharmacy Guild were responsible for processing and paying claims it received up to and including 31 January 2019, including subsequent resubmissions in relation to those claims.
Pharmacy Programs Administrator General Terms and Conditions (PDF - 269.54kB)
Complaints Policy (PDF - 166.26kB)
PPA Annual Satisfaction Survey 2019 (PDF - 1.86MB)
DVA-number-format-factsheet (PDF - 127.52kB)
Community Pharmacy Service Charter (PDF - 300.95kB)
Customer Service Statement - Sample (MSWORD - 39kB)
Customer Service Statement - Template (MSWORD - 27kB)