Information for Clients

Service Charter for Clients

This service charter sets out the standards of service you can expect from the Office of Hearing Services which manages the Australian Government Hearing Services Program.

For a PDF printable version of the Service Charter for Office of Hearing Services Clients please use the link provided below.

Service Charter for Clients (PDF 537 KB)

Service Charter for OHS Clients

What the Service Charter is

This Service Charter sets out the standards of service you can expect from the Office of Hearing Services (the Office) which manages the Australian Government Hearing Services Program (the Program). On behalf of the Government, the Office purchases high quality hearing services from within the hearing industry to be delivered to clients of the Program.

Our Goal

Our goal is to reduce the consequences of hearing loss for eligible clients and the incidence of hearing loss in the broader community.

Our Customer Service Standards for Clients

When you contact us we aim to

• answer your call as quickly as possible; or if in writing, no later than 10 working days from the date of receipt;
• give you accurate, helpful and timely information, and wherever possible, fully answer the questions or issues you have; and where needed, give you the contact details of other staff for any further information;
• treat you with courtesy and respect.

When we make a decision that affects you, we will tell you

• the reason for that decision; and
• what entitlements or other options are available to you.

When you send us an application for a Hearing Services Voucher for the Program:

• we endeavour to send your voucher or notification of ineligibility within 20 days of having received your correctly completed application,
• if eligible, we will advise you about where your nearest accredited hearing service providers are located and how to get the best results from the hearing services available.

We ensure the services you receive are of high quality by:

• making contracts with service providers, which set the standard of service you receive and the rules of conduct by which providers must abide;
• giving you information about the standard of service you can expect;
• giving you a choice of service providers;
• regularly assessing the standard of that service; and
• dealing with complaints or comments you may have on the service you receive.

When you tell us about a change in your circumstances, we will:

• check to see if your entitlements are affected ; and
• make any necessary changes;

Your Legal Rights

Confidentiality and Privacy

Our staff collect information about you so they can help give you the services you need. As Public Servants we must abide by the Privacy Act 1988 and the APS Code of Conduct. The law has strong penalties if people misuse this information. If you think we have breached the Privacy Act 1988, you have the right to appeal to the Privacy Commissioner:

Privacy Commission: 1300 363 992 (local call rates) or TTY: 1800 620 241 (free call)

How you can help us to help you

In order to provide you with hearing health services as outlined in this charter, we need you to:

• tell the Office and Centrelink, or the Department of Veterans' Affairs (if you are a War Veteran or dependent of a War Veteran), as soon as possible if you are no longer eligible for the Program or if other important personal details change, such as your name or address;
• make sure any information you give us is accurate and complete;
• make your appointment for a hearing assessment as soon as you can after receiving your hearing services voucher;
• take care of your hearing devices to avoid loss or damage;
• after you have received services from your service provider, make sure you read the completed Claim for Payment form before you sign it. When you sign this form you agree that you have received the services described, or have begun a maintenance agreement;
• do not sign a blank or incomplete form which does not accurately record the services you received;
• give us reasonable time to respond to your requests;
• treat our staff with courtesy and respect; and
• provide us with feedback about our performance or the quality of the hearing services you have received under the Program.

How to make a suggestion or complaint

The Office of Hearing Services wants to provide the best possible service to you. We also aim to continually improve our service by listening to suggestions from clients about how to improve service delivery and by effectively resolving all complaints. We believe our clients have a right to comment or complain and to have that comment or complaint handled as professionally and quickly as possible.

Our complaints procedures ensure that:

• the Office aims to take action on urgent complaints within 7 days, or if

necessary, 24 hours where there is an immediate threat to the client;

• general complaints are resolved in 30 days; and
• complicated, non-urgent complaints may take up to 90 days to resolve.

Ways to make a suggestion or complaint:

• Contact the Office Call Centre. The first person you speak to should be able to help you with your complaint. Some complaints are complex. If the person who first deals with your complaint can’t resolve it, they may need to ask another staff member with specialist knowledge to do so.
• Send an E-mail to hearing@health.gov.au
• Complaint forms are also available on the Office of Hearing Services web site at www.health.gov.au/hear

Reviews

If you are not satisfied with the management of your complaint or a decision that has been made in relation to your eligibility or entitlements under the Program and would like a review of the matter, you can write, outlining your concerns, to:
The National Manager
Office of Hearing Services
Department of Health and Ageing
Mail Drop Point 113
GPO Box 9848
CANBERRA ACT 2601

External Appeals

If you are not satisfied with the outcome of a review by the National Manager of your eligibility or entitlements under the Program, you may be able to appeal the decision through the Administrative Appeals Tribunal (AAT). Decisions about clinical matters cannot be appealed externally. Appeals should be lodged within 28 days after written notification from the Office. The AAT can be contacted in writing:
The Administrative Appeals Tribunal GPO Box 9955 in the capital city of your State or Territory.
You can also take your complaint to the Commonwealth Ombudsman. There is an office in each State and Territory. Complaints can be made:

• By telephone: 1300 362 072
• Using the internet: www.comb.gov.au ;
• In person at any State/Territory office; or
• By writing to:
  Commonwealth Ombudsman
  GPO Box 442
  CANBERRA ACT 2601

How to Contact Us

You can provide feedback on any aspect of this Service Charter by writing to:

The Director
Client Services
Office of Hearing Services
Department of Health and Ageing
Mail Drop Point 113
GPO Box 9848
CANBERRA ACT 2601
Or you can contact us direct through the Office Call Centre from 9.00 am to 5.00 pm (EST and ESDST) Monday to Friday on:

Telephone: 1800 500 726

TTY: 1800 500 496
Facsimile: (02) 6289 5555
Email: hearing@health.gov.au
You can find this Charter and other information on our website: http://www.health.gov.au/hear