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Hearing Services

The Australian Government Hearing Services Program

This page provides information about the Office of Hearing Services and its function in running The Australian Government Hearing Services Program.

Our purpose

Client services

Our coverage for services

General contact details

Our publications

Our purpose

The Office of Hearing Services manages the issuing of vouchers for eligible clients to access hearing assessments and devices from hearing service providers of their choice. It also administers the provision of hearing services for eligible clients with special needs

It is responsible for:

• assessment of client applications for hearing services and provision of vouchers to eligible clients;
• accreditation of hearing services providers (companies, partnerships, or individuals);
• development and monitoring of standards for clinical services;
• providing support to clients, practitioners and providers;
• coordination of quality assurance measures; and
• providing advice on policy and strategic directions for provision of hearing services.

Client Services

Voucher services

Payments are made to hearing service providers for the delivery of services under the voucher system to eligible clients. The services include hearing assessments, the cost of the hearing device and its fitting, and the government contribution to the maintenance and repair of hearing devices. Eligibility requirements to receive the services are as follows:

Australian Citizens and Permanent Residents 21 years or older and in receipt of:

• a Pensioner Concession Card;
• receiving Sickness Allowance from Centrelink;
• the holder of a Gold Repatriation Health Card (DVA) issued for all conditions;
• the holder of a White Repatriation Health Card (DVA) issued for conditions that include hearing loss;
• a dependent of a person in one of the above categories;
• a member of the Australian Defence Force; or
• an Australian Government funded (Disability Employment Service)
Note: you must refer to your provider for the application form.

Move from a two year to a three year Hearing Services Voucher

From 1 January 2012, vouchers for hearing services issued to eligible clients by the Office of Hearing Services (OHS) will be valid for three years instead of the current two years.

What this measure means for voucher clients

1. From 1 January 2012 all new clients to the voucher system will receive a hearing services voucher that is valid for three years.
2. If you are already a client of the voucher system and have a current two year voucher on 1 January 2012, it is still valid. When your next voucher is due to be issued it will be a three year hearing services voucher.
3. The three year hearing services vouchers will still cover the full range of services including: assessment; rehabilitation; hearing aids if clinically required; and aid adjustments. The only change to the program is that the vouchers will be valid for three years instead of two years.
4. If you need a hearing reassessment or hearing aid replacement earlier than normal you will still be able to access these services by contacting your hearing service provider to discuss your hearing concerns.
5. Generally, hearing aids last for five years or more and your hearing service provider will make adjustments to address the low level hearing losses—of about one decibel per year—that most clients will experience during the three year voucher period.
6. If you have any questions about this change call the Office of Hearing Services on 1800 500 726, or TTY 1800 500 496.

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Community Service Obligations

Funds are allocated to Australian Hearing for the delivery of services under the Community Service Obligations to meet the hearing needs of special needs groups. As of 1 January 2012, special needs groups include:

• young Australians under 26 years of age (including replacement of cochlear implant speech processors);
• eligible complex adult clients;
• eligible Aboriginal and Torres Strait Islander clients;
• eligible clients who live in remote areas; and
• an Aboriginal person or Torres Strait Islander who is over 50 years, or a participant in a Community Development Employment Projects Program.

Clients under these categories receive the same services as those provided to voucher clients but also receive additional services to address their specific needs. Furthermore the Office of Hearing Services allocates funds for research to be undertaken by the National Acoustic Laboratories.

Changes to the Community Service Obligations (CSO) Component of the Hearing Services Program

In addition to voucher services, the Hearing Services Program (HSP) provides free hearing services to the above priority groups with special needs, through the Community Service Obligations (CSO) component. These services are provided through Australian Hearing, a Government hearing services provider. Government subsidised minor maintenance and batteries is also provided under the HSP.

From 1 January 2012, young adults who formerly lost access to free hearing services under the CSO Program, upon reaching 21 years of age, can now access these services up to their 26th birthday. This allows young adults to complete their education or training, or establish themselves in the workforce.

Other eligible clients include children, adults with complex hearing needs and some Aboriginal and Torres Strait Islander people.

How these changes affect services provided under the HSP

1. From 1 January 2012, young adults aged 21 to 25 years inclusive can now access CSO services. These services include access to rehabilitation programs, as well as higher level technology (if clinically indicated), as well as Cochlear Implant speech processor upgrades. In order to access CSO services, young adults must:
   • be an Australian Citizen or permanent resident;
   • have not yet turned 26 years of age; and
   • have a confirmed hearing loss.
2. Increased funding will also provide additional timely access to services for other priority groups such as children, Indigenous groups, adults with complex hearing needs and eligible people living in remote communities.
3. No special action is required by existing CSO clients to access the increased support for services.
4. This extension does not affect eligibility for the Voucher Program, and most clients in the 21 to 26 year age group, currently accessing the Voucher Program, are expected to continue with this arrangement.
5. However, it does offer clients another option if services provided under the CSO better suit their clinical needs. For example, those with complex hearing needs or those who require Cochlear Implant speech processor upgrades.
6. Young adults are encouraged to speak with their current hearing services provider to discuss their hearing needs, what services may be offered to them and any costs involved. These clients may also wish to contact Australian Hearing on 131 797 to discuss services available under the CSO program.
7. As currently occurs, new clients will need to be referred by a relevant health professional, and access to CSO services will cease upon the clients 26th birthday (unless other eligibility criteria is met).

Queries in relation to eligibility criteria should be directed to the Office of Hearing Services client advice line on 1800 500 726.

Our coverage for services

The Office of Hearing Services oversees at present over 200 contracted Hearing Service Providers that operate in all states and territories in the country in approximately 2,200 Permanent, Visiting and Remote sites. To find out where service providers are in your area see the Where to find a hearing service provider page.

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General contact details

Telephone number: 1800 500 726
Telephone Typewriter (TTY): 1800 500 496
Email: hearing@health.gov.au

Our publications

The links provided below will direct you to more Hearing Services Program resources.

Voucher Application Form for New Clients

Understanding the Australian Government Hearing Services Program

Australian Government Hearing Services Program Information Booklet

Alternative Listening Devices

Service Charter for Clients (PDF 537 KB)

Sample Voucher (PDF 487 KB)

Hearing Loss Prevention Program

Edith Cowan University - Faculty of Computing, Health and Science - Hearing Loss Report

Safe Work Australia - Occupational Noise-Induced Hearing Loss in Australia

The Life Time Exposures to Sound - what is a Safe Exposure?

Prevalence of Hearing Loss and its relationship to Leisure Sound Exposure

Policy Parameters for the Hearing Loss Prevention Program

If you are unable to access any of the above material contact the Office of Hearing Services at ohsweb@health.gov.au and a copy can be provided for you.