Why am I being
charged directly?
We know an unexpected bill for care is stressful. Here's a clear, honest explanation of what happened and what your options are — whether the charge has processed yet or not.
Alto pays caregivers first,
then recovers costs.
When your family uses Alto's care services, we pay your caregiver's wages directly — upfront, out of pocket — so your care is never interrupted while funding is being processed.
We then recover those costs through one of two channels: Family Support for Children with Disabilities (FSCD) funding, or payment directly from your family. For most clients, FSCD covers the cost entirely and you never see a direct charge.
Think of it like a contractor who completes the work and invoices afterward. Alto completes the care, then works to recover the cost — ideally through FSCD, so your family pays nothing out of pocket.
FSCD was unable to
reimburse your account.
We worked directly with FSCD and the Ministry of Finance to recover your balance through government funding. We escalated your case as far as we were able to, including involving the regional director.
Despite those efforts, we were unable to secure full reimbursement for your account. As a result, the outstanding balance for care services your family received remains unpaid — and under the terms of your Alto service agreement, that balance is your responsibility to cover directly.
We don't take this lightly. We know care costs are significant, and we want to make this as easy as possible to resolve.
Here's what you
can do next.
Your options depend on where things stand with the charge. Find your situation below.
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1Reach out to us directlyContact our team before the charge processes to discuss payment arrangements, dispute an amount, or ask any questions. We are happy to speak with you at support@findalto.com or 306-500-2452.
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1Submit your invoice to FSCD for reimbursementLog into your Alto account, download your invoice, and submit it directly to FSCD. If approved, FSCD will reimburse you directly. We're happy to provide any supporting documentation you need.
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2Work with your FSCD caseworkerContact your assigned FSCD caseworker and ask them to submit the invoice on your behalf. They can often expedite the review process and may have additional context about your file.
We're here if
you need us.
If you have any questions or would like to discuss your account before or after the charge is processed, please don't hesitate to reach out. A real person will respond.
Ready to resolve this?
Log into your Alto account to download your invoice and submit it to FSCD, or reach out to our team directly.
Log in to your account Contact us instead