# Frequently Asked Questions Common questions about Clearline Health, the three 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 three NDIS apps that share one identity layer: **Aura OS** for SIL providers, **Compass** for families and carers, **Scrive** for occupational therapists. ### Do I need all three apps? No. Each app works on its own. Use the one that fits the work. If you want to link them — for example, an OT sharing a draft report with a SIL provider — share a Connect ID. ### What is a Connect ID? A short code that looks like `CLR-4391-MT`. It links a Clearline account to another party's Clearline account. Share it with your OT, your SIL provider or a family member's app and the apps can pass information between each other — one exchange at a time, each confirmed by you. ### Where is Clearline Health based? Palm Beach, Queensland. 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** Free covers everything a sole operator needs to pass an NDIS Commission SIL registration audit — **Commission audit PDF, branded policy downloads, MAR, shift handover, geo check-in, Fair Work warnings, all six compliance pillars, 12 policy templates**. Tier limits: up to 2 houses, 3 workers, **5 participants**. **Pro is $49/month AUD (GST inclusive)** and adds unlimited scale plus Hnry + Xero integrations, plan-manager invoicing, PACE CSV and cross-tenant Connect messaging. **Compass** is free forever for families and carers. **Scrive** has a free tier. Pro pricing will be set at launch. ### What's on Aura OS Free (audit-ready tier)? Built for sole operators and small providers preparing for the 1 July 2026 SIL registration deadline. Everything in this list is free forever: - **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 12 NDIS Practice Standards policy templates Tier limits: **5 participants, 3 workers, 2 houses**. ### What does Aura OS Pro add? Scale + integrations for providers billing volume or collaborating across the NDIS ecosystem: - **Unlimited** houses, workers, participants - **Hnry integration** — every signed-off shift pushes as an invoice to your Hnry account, which auto-handles income tax, GST, Medicare and super - **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 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) - Priority support ### Do I need a credit card to start? No. Sign up for Aura OS and you get a 7-day Pro trial automatically. Every Pro feature unlocked. No card, no reminder emails. When the trial ends, the account reverts to Free. Your data stays. ### 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? Yes. $49/month AUD is GST inclusive. The Stripe invoice is a valid tax invoice. ### Is there an annual plan? Yes — annual prepay is available at checkout. Contact us for current annual pricing. ### Can I cancel anytime? Yes. Cancel from the Stripe customer portal linked in Settings. Your plan stays Pro until the end of the billing period, then reverts to Free. No cancellation fee. ### Is there a refund policy? Yes — a 7-day money-back guarantee from the day you upgrade. See the [refunds page](/refunds/) for detail. ### What are the Free plan limits? Up to **5 participants, 3 workers and 2 houses**. Tuned for a sole operator running a few clients — enough to cover an NDIS Commission SIL registration audit without upgrading. Past that, Pro removes the caps entirely. --- ## Data, privacy and security ### Where is my data stored? Core data stores on your device first (the apps are progressive web apps). When you sign in to the cloud, structured records sync to our Australian infrastructure: - **Database** — Supabase in Sydney (`ap-southeast-2`) - **API** — Railway in Singapore (~95 ms round-trip to Sydney) - **File storage** — Cloudflare R2 in APAC No data routes through US regions. ### 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. --- ## Connect ID ### How do I find my Connect ID? It's shown on the Settings page of every Clearline app, and on the top-right pill when you're signed in. ### How do I share my Connect ID? Copy it from Settings and send it to the other party — by email, SMS or in person. They paste it into their app's "Add Connect" or "Accept invite" screen. Some invites come as an `?invite=` link that auto-accepts on click. ### Can I remove a Connect link later? Yes. Open Settings → Connect links, find the party, 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. --- ## Aura OS (SIL providers) ### Does Aura OS work for unregistered providers? Yes. Most small SIL providers — including our founder's own network — 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 scores 90 because five of six empty pillars score 100; once you log activity the score reflects the real state. ### 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 Aura OS Pro subscribers. 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 share a Connect ID, you'll see confirmed appointments and receive messages in Compass automatically. ### 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 three 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. Full native apps with richer offline are on the roadmap (Capacitor wrap, mid-2026). ### Will there be a native app store version? Yes — native wraps for Compass and the worker side of Aura OS are scheduled for mid-2026. The progressive web apps stay live for browser and home-screen installation. --- ## Technical ### Is there an API? An internal REST API powers all three 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, Hnry or MYOB? **Xero**: yes, on the Pro plan — two-way sync of invoices and contacts via the official API. **Hnry**: yes, on the Pro plan. Sole-trader-focused — every signed-off shift pushes as an invoice to your connected [Hnry](https://hnry.com.au/) account. Hnry auto-handles income tax, GST, Medicare and super and pays the net into your bank. No BAS, no quarterly lodgement stress. **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, which requires NDIA Developer Portal certification (3–6 months). We're in the application process. ### 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. Paid Pro accounts 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 Pro customers. Free for the first house. Email to schedule. --- *Last updated: April 2026.*