Legislation
For the purposes of this notice, we refer to these legislative and contractual requirements as the program requirements.
Relevant information regarding the replacement of devices is available in Hearing Services Program (Schedule of Service Items and Fees 2025-26) Instrument (No.2) 2025 (schedule ).
The references to Sections within the schedule address the most common issues with regards to replacements. Please ensure that you familiarise yourself with all program requirements prior to replacing a device and if you are still unsure contact the program.
Section 76 – Requirements for Providing Replacement Services
If a device is lost or damaged beyond repair its replacement must be a device with the same device code.
If there are circumstances where a client loses or damages a partially subsidised device and cannot afford a replacement device it can be replaced by a lower cost partially subsidised or a fully subsidised device. The device must be of the same category and type (refer Section 76 (8a)).
Section 76 Subsection (8) Replacements must be for the same device code if still available on an Approved Device Schedule unless:
(a) the device was a partially subsidised device; it can be replaced with a fully subsidised device or a lower cost partially subsidised device on the approved schedule. The device must be from the same category and type.
(b) the client meets ECR requirements, then they must be refitted or revalidation of services requested.
(c) the client wants a different device, but ECR requirements are not met. The client may purchase a private device, and the fitting of the device may be covered by the provider or paid by the client.
If a device is no longer available on the approved device schedules, then it needs to be replaced with a device of the same category and type. (refer Section 76 (9))
Section 76 Subsection (9)
If the device is no longer on an Approved Device Schedule, it must be replaced with another Approved Device, of the same category and type.
If device replacements do not meet program requirements and the reason for fitting a different device cannot be substantiated, then the fitting item may be subject to recovery action.
Replacement Preapproval requirements
A service provider must get preapproval from the program if they are fitting replacement device to a client that is no longer on the approved device schedule (refer Section 76 (11)).
Section 76 Subsection (11)
If the client was previously fitted with a device that would best meet their needs, approval must be sought from the program to fit the device if it is no longer on an Approved Device Schedule but is available from the manufacturer. Practitioners must send requests to the program by email with clinical justification and wait for approval before fitting.
Section 77 – Evidence Requirements for Replacements
The schedule addresses the requirement for evidence on the clients record to substantiate a replacement service otherwise it may be subject to recovery action. This includes supporting documentation if the replacement device differs from the device that has been lost or damaged beyond repair (refer to Section 77(1)).
Section 77 Subsection (1)
Evidence kept on the client record to substantiate the Replacement services must include:
77(1)(g) correct device details (serial numbers and device codes, features (e.g. telecoil/smart phone), accessories); and
77(1)(h) explanatory file notes if replacement device differs from lost/DBR/spare device
Section 16 – Requirements for Applying Eligibility Criteria for Refitting
Section 16 of the schedule requires evidence to support a refit of a different device. If there is no evidence to support a refit and the same device is still listed on the schedule of approved devices, the replacement must be the same hearing device (refer to Section 16(6)).
Section 16 Subsection (6)
If a hearing device is lost or DBR, and it is still available on a Schedule of Approved Devices, the replacement must be the same hearing device. If the client meets an ECR then a refitting must be provided
Device supplier obligations
It is the responsibility of the device manufacturer/ supplier to ensure if a device is deemed lost or damaged beyond repair that a replacement option be made available if the device is still listed on the approved device schedule.
Clause 4.5 of the Deed of Standing Offer, states if a provider requests a device from a device supplier, the supplier must not unreasonably deny the provision of that device.
Clause 4.5 The Supplier may not unreasonably refuse to provide to a particular Service Provider, Devices which appear on the Main Schedule of Approved Devices or Top-Up Schedule of Approved Devices.
If a device is listed on the approved device schedules, then the device supplier must make the device with the same device code available to the service provider.