Hearing services may be provided to private clients and to eligible clients through the Australian Government Hearing Services Program (HSP).
HSP-funded services are subject to program eligibility, voucher requirements, program rules, and approved items.
Private services are provided outside HSP funding and may involve fees payable by the client or another approved funding source.
2. Services Available
Clients may receive hearing assessment, fitting, review, rehabilitation, repair, maintenance, counselling, or other hearing-related services depending on clinical need and funding arrangements.
HSP clients may be eligible for fully subsidised services and devices where these are available under program rules.
Private clients, or clients choosing services or devices outside HSP funding, will be advised of applicable fees before agreeing to proceed.
3. Client Costs
For HSP clients, fully subsidised devices are provided at no cost, except for maintenance co- payments where applicable.
Partially subsidised devices, private services, optional accessories, and services outside HSP funding may require a client contribution or private payment.
Private clients will be informed of consultation fees, device costs, repair or maintenance costs, optional accessories, ongoing service costs, and any other relevant charges before agreeing to proceed.
Any out-of-pocket costs, client contributions, maintenance payments, optional accessories, private services, or items not funded by a program or third party will be explained before the client agrees to proceed.
We will provide clients with clear, accurate, current, and non-misleading information about prices, funding arrangements, subsidies, client contributions, and any out-of-pocket costs before the client agrees to proceed.
4. Client Choice and Rights
Clients have the right to choose their service provider, subject to any relevant funding, referral, or program requirements.
HSP clients can choose between fully subsidised and partially subsidised devices where clinically appropriate and available under program rules.
Private clients may choose from available services, devices, accessories, and ongoing support options after receiving information about clinical suitability, benefits, limitations, and costs.
Clients are not obligated to purchase private services, optional accessories, partially subsidised devices, or services outside their funding arrangement.
Optional or private services will only be provided where the client has been given clear information and has agreed to proceed.
5. Privacy and Information Use
Personal and clinical information will be collected and managed in accordance with privacy legislation.
Information may be shared with relevant parties where required or authorised, including funding bodies, government programs, referrers, other providers involved in care, or third parties nominated by the client.
For HSP clients, information may be shared with the Department of Health, Disability and Ageing or another HSP provider where required for program administration, claims, relocation, or transfer of services.
By providing consent, the client agrees to receive hearing services as explained to them, whether privately funded, HSP-funded, or funded through another arrangement.
Consent is voluntary. Clients may ask questions, seek clarification, decline optional or private services, or choose another provider.
The client acknowledges that available services, possible costs, funding arrangements, privacy arrangements, and client rights have been explained in a clear and understandable way before consent is provided.
7. Australian Consumer Law
Nothing in these terms limits, excludes, or replaces any rights the client may have under the Australian Consumer Law, including consumer guarantees for goods and services.
Services must be provided with due care and skill, be fit for the purpose made known by the client where applicable, and be supplied within a reasonable time where no timeframe is agreed.
Any information provided about services, devices, benefits, costs, funding, or client obligations must be accurate, truthful, and not misleading.
These terms are intended to be read consistently with Australian Consumer Law and general guidance published by the Australian Competition and Consumer Commission (ACCC).
8. Communication
The client agrees to be contacted for appointments, follow-ups, reminders, service updates, payment or account matters, and clinical communication via phone, SMS, or email.
9. Complaints and Feedback
Clients can raise concerns or complaints with the service provider.
Using the complaints process does not affect any rights the client may have under Australian Consumer Law, privacy legislation, HSP requirements, or other applicable laws.
Clients may also seek information from relevant consumer protection agencies, including the ACCC or their state or territory consumer affairs body.
HSP clients may contact the Hearing Services Program Administrator where the matter relates to HSP services.
