Incorrect membership plans for SAH memberships

Incident Report for Lookout

Resolved

As part of our ongoing transition work supporting the move from Home Care Packages (HCP) to Support at Home (SAH), a system change was released that unintentionally impacted how membership plans were being referenced for a subset of customers. This resulted in some members reverting to an earlier plan configuration when they should have continued to reference their mapped SAH plan.

Following investigation by our Engineering team, we identified the root cause and have implemented a corrective fix. Importantly, the underlying mapping data remained intact throughout the incident, allowing us to safely restore the affected records. We have now completed the required remediation work and have also reviewed our deployment approach to ensure this particular scenario is accounted for in future migration activities.

https://support.thelookoutway.com/en/articles/changelog-updates#membership-plan-reference-issue-support-at-home-transition

Posted Jun 19, 2026 - 09:38 AEST

This incident affected: Platform.