# Frequently Asked Questions Common questions about Clearline Health, the four apps, pricing, data handling and NDIS-specific features. For anything not covered here, email **hello@clearlinehealth.com.au**. --- ## The basics ### What is Clearline Health? An Australian health technology company. We build four NDIS apps that share one identity layer: **Aura OS** for SIL providers, **Pilot** for support coordinators, **Compass** for families and carers, **Scrive** for occupational therapists. ### Do I need all four apps? No. Each app works on its own. Use the one that fits the work. If you want to link them — for example, a family inviting their SIL provider to share shift notes, or an OT sending a draft report to a SIL provider — Clearline Connect handles it. Families use **email invitations**; cross-app links between Aura OS and Scrive can use a **Connect ID** shared from Settings. ### What is a Connect ID? An internal identifier the Clearline platform uses to link accounts across apps (format: `CLR-XXXX-XX`). **Compass families don't see or need them** — invitations to providers and coordinators go by email. **Aura OS** providers and **Scrive** OTs find their Connect ID on the Settings page when they want to link directly with each other cross-app. ### Where is Clearline Health based? Australian-owned, Australian-operated. ### Who built Clearline Health? Founded by Richard Patriquin. The platform grew out of the operational gaps SIL operators run into every day — compliance records, policy reviews, handovers, audit evidence — the kind of thing Richard hears about constantly from providers he talks to. --- ## Pricing ### Are the apps free? **Aura OS** is free for your first two participants, the full app, audit-ready: **Commission audit PDF, branded policy downloads, MAR, shift handover, geo check-in, Fair Work warnings, all six compliance pillars, 35 policy templates aligned to the 2025 Core Module + HIDPA + worker-conduct policies**. Above two participants Aura grows in simple bands: **$290/month for 3-10 participants, $690 for 11-30, $1,200 for 31-60, custom above 60** (AUD, ex GST), never per-worker, never per-house; the bands also add the Xero integration, plan-manager invoicing, PACE CSV and cross-tenant Connect messaging. **Compass** is free forever for families and carers. **Pilot** is free for solo coordinators, forever. **Scrive** is free for OTs and behaviour support practitioners. ### What's on the Aura OS free tier? Built for sole operators and small providers preparing for the 1 July 2026 SIL registration deadline. Everything in this list is free for your first two participants, with no time limit: - **One-click Commission audit report PDF** (six pillars) - **Branded policy PDF downloads** (your logo and ABN) - **Medication Administration Records (MAR)** with S4/S8 witness capture - **Shift handover** with acknowledgement - **Geo check-in / check-out** attestation - **Fair Work shift-pattern warnings** (SCHADS rest/duration/fortnight rules) - Incident reporting with NDIS Commission auto-flag - Restrictive practices register with 7-day reporting window - WorkerCheck with clearance-expiry tracking - Supervision cadence records - Audit readiness score across all six pillars - Audit log CSV export - All 35 policy templates covering the 2025 NDIS Practice Standards Core Module, the Behaviour Support and HIDPA supplementary modules, and standalone NDIS Code of Conduct, Bullying & Harassment, Conflict of Interest, Drug & Alcohol, Whistleblower and Document Control policies **Free covers your first two participants, with unlimited workers and houses.** ### What do Aura's paid bands add? Once you support more than two participants, Aura grows with you: $290/month for 3-10 participants, $690 for 11-30, $1,200 for 31-60, custom above 60 (AUD, ex GST), with everything in the free tier plus: - **Xero integration**: two-way sync of invoices and contacts via the official API - **Plan-manager invoice PDFs**: branded tax invoices with ABN and bank details - **PACE claim CSV export**: 16-column NDIA format for registered providers - **Cross-tenant Connect messaging** with Compass families, Pilot coordinators and Scrive OTs - **Handover aggregation**: previous notes, meds, incidents, progress notes, profile on one screen - Full history (no 90-day limit) - Email clearance-expiry alerts (30/14/7 days) - Optional Intelligence add-on from +$200/month - Free done-for-you migration, always ### Do I need a credit card to start? No. Aura OS is free for your first two participants, no card, no time limit. You only add a payment method when you grow past two participants. Compass and Scrive are free, always. Pilot is free for solo coordinators, forever. ### Can I pay by bank transfer? Yes. Stripe Checkout offers **BECS Direct Debit** alongside card payment. BECS has lower fees and suits most Australian providers. You'll see both options at checkout. ### Do prices include GST? Aura's paid bands ($290 / $690 / $1,200 per month) are quoted **exclusive of GST**; GST is added on the Stripe tax invoice, which is a valid tax invoice for your records. ### Is there an annual plan? Yes, annual prepay is available at checkout: pay 10 months, get 12. ### Can I cancel anytime? Your band simply follows the number of participants you support: if your caseload shrinks back to two or fewer, you're on the free tier again. Manage billing from the Stripe customer portal linked in Settings. No cancellation fee. ### Is there a refund policy? Yes, a 7-day money-back guarantee from the day you first move to a paid band. See the [refunds page](/refunds/) for detail. ### What are the free tier limits? Free covers **your first two participants**, the full app, audit-ready, with unlimited workers and houses. It's tuned for a sole operator running a couple of clients, enough to cover an NDIS Commission SIL registration audit at no cost. Past two participants, Aura grows in simple bands. --- ## Data, privacy and security ### Where is my data stored? Sydney-resident, top to bottom. The primary infrastructure is in Australia: - **Database** — Supabase in Sydney (`ap-southeast-2`) - **API** — Fly.io in Sydney (`syd` region, ~4 ms intra-AZ to the database) - **Cache + queue** — Upstash Redis in Sydney (`ap-southeast-2`) - **File storage** — Cloudflare R2 Customer data is stored and processed in Australia. We use a small set of US sub-processors for narrow purposes — error reporting (Sentry, scrubbed of PII), payments (Stripe, tokenised — we never store card numbers), and AI features (Anthropic for Handover summary and the Clippi docs assistant). Each sub-processor is named in the privacy policy with the scope of data they receive. ### Who can see my data? Only you and members of your organisation. Cross-organisation data — a shift brief shared with an OT, or an appointment shared with a family — only moves when you create a Connect link and explicitly confirm each exchange. ### Is sensitive data encrypted? Yes. Three fields on every participant record (behaviour support notes, triggers, related medical detail) are encrypted at rest with pgcrypto field-level encryption. The encryption key is not stored with the database. ### What security standards do you follow? Supabase-backed JWT authentication on every API request, rate limiting on public endpoints, Svix-style HMAC signature verification on inbound webhooks, HSTS + Content Security Policy + X-Frame-Options site-wide, and a documented audit log of every administrative action. ISO 27001 gap analysis is planned once the user base supports it. ### How do I delete my data? Contact **hello@clearlinehealth.com.au** and we'll remove your account and associated records within 30 days. Files in R2 are retained for 7 years for NDIS Commission audit purposes unless you request earlier destruction. --- ## Clearline Connect ### How do families invite providers and coordinators? By email. From Compass open **Care team** and choose **Invite a SIL provider** or **Invite your Support Coordinator**, or use the **Send an invitation** button in the sidebar. Enter their email, add an optional note, send. They receive an email with a sign-up link to the right app. No codes to copy, no IDs to share. ### How do SIL providers and OTs link directly? Aura OS providers and Scrive OTs can link cross-app via a **Connect ID** — a short code like `CLR-XXXX-XX` shown on each account's Settings page. Copy it from Settings and send it to the other party; they paste it into their app's "Add Connect" or "Accept invite" screen. ### Can I remove a Connect link later? Yes. From Compass, open **Care team**, find the party, and click **Revoke**. From Aura OS or Scrive, open Settings → Connect links and click **Remove**. The link goes inactive immediately on both sides. Messages already sent stay in history. ### What information flows over a Connect link? Only the specific records you confirm. A Connect link between an OT and a SIL provider doesn't automatically share every participant — it shares the appointments, messages and reports you send, one at a time. Every exchange is logged in the activity log. --- ## Aura OS (SIL providers) ### Does Aura OS work for unregistered providers? Yes. Most small SIL providers — including most of the operators Richard works with daily — are unregistered and bill via plan managers or self-managed families. Aura OS ships **plan-manager invoice PDFs** as an equal-priority billing path alongside PACE CSV export. ### Does Aura OS work for registered providers? Yes. Set your NDIS provider registration number in Settings and the Billing & Claims module will default to **PACE CSV export**. The format is 16-column RFC 4180-compliant, with `CL-XXXXXXXX-XXXXXXXX-NNNNNN` claim references. ### How does the audit-ready score work? Six pillars, each weighted: worker screening (20%), training currency (15%), supervision cadence (15%), policy reviews (10%), incidents (25%), restrictive practices (15%). A fresh org starts at zero: empty pillars score zero, not the flattering 90 the old systems gave you. The score rises pillar by pillar as you log real activity. ### What happens at the 1 July 2026 SIL registration deadline? From 1 July 2026, NDIS participants with SIL funding must receive support from registered providers. If you're planning to register, Aura OS carries the policy templates, audit evidence and PACE claim path you'll need. If you're staying unregistered and moving to a plan-managed participant base, the invoice PDF path handles that cleanly. [Read our full guide](/blog/ndis-sil-registration-deadline-2026/). ### Can I import my existing participants and workers? Yes. On the Participants module and the Staff module, use the **Import CSV** button next to + Add. Download the blank template, fill it in a spreadsheet, upload — the app parses it, shows a preview with validation flags, then creates the rows. Up to 100 rows per import. Duplicate rows are skipped; bad rows are flagged and left untouched so you can fix and re-import. For larger migrations or if you want a hand, email **hello@clearlinehealth.com.au**. --- ## Compass (families and carers) ### Is Compass really free forever? Yes. Compass is funded by providers on Aura OS's paid bands. Families pay nothing. ### What does Compass replace? Typically: three spreadsheets, a folder of PDFs, a WhatsApp thread with the SIL house manager, and a calendar app for therapy appointments. Compass consolidates plan goals, funding categories, appointments, receipts and provider history into one place. ### Do I need my provider to use Aura OS for Compass to work? No. Compass works stand-alone. If your provider does use Aura OS and you invite them to your care team, you'll see confirmed appointments and receive messages in Compass automatically once they accept the invitation. ### How do I invite my SIL provider from Compass? From Care team, tap **Invite a SIL provider**, enter their email and an optional note, then tap **Send invite**. They get an email with a sign-up link to Aura OS (the free SIL provider app). Once they sign up they see a pending link request from you in their inbox and approve it from their side. ### How do I invite my Support Coordinator from Compass? From Care team, tap **Invite your Support Coordinator**, enter their email, send. They get an email with a sign-up link to Pilot (the free Support Coordinator app). Once they sign up, the link to your participant materialises automatically based on the NDIS number on your plan. ### How do I sign up? Enter your email on the Compass app and we'll send a magic-link sign-in. No password. Check your junk folder on first sign-in. --- ## Scrive (occupational therapists) ### Is Scrive live? Scrive is in early access. The backend is live, the app is ready to use, and we're onboarding OTs one at a time to make sure the drafts match your practice's voice. Request early access at **hello@clearlinehealth.com.au**. ### Does Scrive own my clinical judgement? No. Scrive drafts the structure and boilerplate. You still write every sentence that matters. Think of it as a scaffold, not a ghostwriter. ### Can I send a draft report to a SIL provider? Yes. With a Connect ID between your Scrive account and the SIL's Aura OS account, you can send a PDF that opens as a card in their messaging feed. The signed URL re-mints on every open for 5-minute windows. --- ## Mobile and offline ### Do the apps work on phones? Yes. All four are progressive web apps, install on iPhone or Android home screen. On iOS, open in Safari and tap Share → Add to Home Screen. On Android, tap the install banner that appears. ### Do the apps work offline? Partial offline support — you can view cached data and log shifts, incidents and notes. Writes queue and sync when the connection returns. ### Will there be a native app store version? Yes. All four apps are live on the App Store. **Aura OS is also live on Google Play** as of 11 May 2026, search "Aura OS" or [open the listing directly](https://play.google.com/store/apps/details?id=au.com.clearlinehealth.aura). Compass, Pilot and Scrive are App Store only for now, with Google Play in progress. The progressive web apps stay live alongside the store builds for browser and home-screen installation, same data, same features. --- ## Technical ### Is there an API? An internal REST API powers all four apps (60+ endpoints, JWT-authenticated, Fastify + Drizzle + Supabase). Public API access for third parties isn't open yet. Email us if you have a specific integration in mind. ### Do you integrate with Xero or MYOB? **Xero**: yes, on Aura OS's paid bands, two-way sync of invoices and contacts via the official API. **MYOB**: on the backlog. In the meantime the invoice PDF export produces a tax-compliant document MYOB can file against, and CSV exports of billing rows are available for manual import. ### Do you support PRODA direct claiming? Phase A is CSV export (live now) — generate a PACE-format CSV, upload it through the NDIA PRODA portal. Phase B is direct API submission via the NDIA Digital Partnerships Office program — a 12-15 month strategic application path that requires ISO 27001 certification, Australian-incorporated entity registration and Sydney-only data residency. We've completed the Phase 0 strategic decisions (Pty Ltd incorporation in flight, ISO 27001 readiness assessment at 56% met, Sydney data residency live as of 2026-05-07) and the seven-phase playbook is documented internally. Realistic Phase B go-live is late 2027. ### What about Single Touch Payroll? Not a Clearline feature. Payroll is a separate workflow; use Xero, MYOB, Employment Hero or a specialist provider. Aura OS Fair Work shift-pattern warnings help you stay inside SCHADS shift rules, but payroll filing lives outside. --- ## Support and contact ### How do I get help? - **Email** — hello@clearlinehealth.com.au - **In-app** — Settings → Contact support - **Website** — [clearlinehealth.com.au](https://clearlinehealth.com.au) ### What's your response time? Business hours, Australian Eastern time. Providers on a paid band get priority. Complex technical issues usually resolve within one business day; feature requests go on the public backlog. ### Do you offer onboarding calls? Yes for providers on a paid band. Free for the first house. Email to schedule. --- *Last updated: July 2026.*