Incisive Helpdesk
Use the Incisive Helpdesk to request assistance, report a problem, read recent news and look for information in the Knowledgebase to allow you to best use the Incisive application.

Register or Login to access the advanced options and also to send a request for assistance then view your submitted support tickets.

Latest Updates
ACC Digital Services - Outage
Posted by Jane Hughes on 24 November 2023 02:12 PM

ACC have advised that they are aware that there is currently an issue with our API services which is affecting claim/invoice queries and submissions.

They are looking into the cause and will advise as soon as this is resolved.

They apologise for any inconvenience this may cause.

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ACC Digital Services - Scheduled Outage - Rescheduled
Posted by Jane Hughes on 22 November 2023 01:58 PM

ACC have advised this evening's scheduled maintenance and outage to ACC Digital Services has now been postponed.

They will advise later of the proposed new date, giving advance notice.

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ACC Digital Services - Scheduled Outage
Posted by Jane Hughes on 21 November 2023 09:00 AM

There will be scheduled maintenance to ACC Digital Services on Wednesday 22 November 2023 (this is the rescheduled outage from 1/11/23).

The following digital services will be unavailable from 5.30pm until 10.30pm:

  • API Services including Claim and Invoice Submissions/Queries
  • eBusiness Gateway
  • ACC45 eLodgement form
  • Sensitive Claims Engagement form
  • ProviderHub

ACC apologize for any inconvenience this may cause.

You will be unable to send claims (invoices and schedules) via the API during

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SPM/PHM online help is temporarily unavailable
Posted by Sinclair Hughes on 08 November 2023 09:39 AM

Incisive have been notified, by the hosting provider of SPM/PHM Online help, that there are known, severe, security vulnerabilities affecting their platform.

As a precaution, we have temporarily disabled remote access to the SPM/PHM online help until we are satisfied that the hosting system has suitable protection.  This means that the menu option in Help > SPM Help or Help > PHM Help will not be accessible.

If you do have a query regarding a feature of the Incisive application, please

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Many clients are receiving an email from Services Australis regarding the PKI Certificates expiring.

Please note that the Incisive application no longer requires a PKI Certificate for online claiming.  We therefore do not require this. 

If you use the certificate for any other purpose, please refer to the email sent from Services Australia.

The Incisive application now utilizes the PRODA account of for online claims.

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Serious Performance issues from Medicare
Posted by Jane Hughes on 25 July 2023 10:59 AM have just made us aware that there appears to be a major issue with the Medicare Webservices API.

Items that are currently failing at above normal acceptable levels are:

Bulk Bill claims
Rebate Medicare claims
Patient verifications (all types)

This list may not be exhaustive. 

At this time it appears the issue is a pure rejection of calls being made, a generic "error" response in the return payload, no pattern has been identified at this time. are going to attempt to get an

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