If you’re an adult eligible for the Hearing Services Program, you can choose any provider registered with the program, not just Hearing Australia. That includes an independent audiology practice, a corporate chain or a Hearing Australia clinic. Yet many pensioners assume they have no choice, or that “free” means they’re locked into one provider for life.
You do have options, and changing providers is straightforward. Every registered provider must offer you a fully subsidised hearing aid option. The differences between providers lie in appointment availability, continuity of care, how much time is allowed for testing and fitting, and whether you see the same clinician each time.
What Is the Hearing Services Program?
The Hearing Services Program is an Australian Government program that provides eligible people with subsidised hearing services, including hearing assessments, hearing aids and ongoing support. Services are delivered by registered providers across the country. You can apply online, by form, or through a provider such as us.
Who is eligible
- Pensioner Concession Card holders
- DVA Gold Card holders, and DVA White Card holders with hearing-related conditions
- People receiving Sickness Allowance
- NDIS participants referred for hearing services
- Disability Employment Services participants
- Members of the Australian Defence Force
People under 26, and some other groups such as Aboriginal and Torres Strait Islander people over 50, also receive services under the program, but through Hearing Australia’s Community Service Obligations program rather than through private providers. Our pensioner and DVA hearing assessments page explains how this works at our clinics.
Is Hearing Australia Government Owned?
Yes. Hearing Australia (formerly Australian Hearing) is a statutory authority owned by the Australian Government. As well as seeing adult program clients like any other provider, it delivers the Community Service Obligations program, which covers children and young adults under 26 and some other groups who aren’t seen by private providers.
Hearing Australia has clinics in many cities and regional centres. For adult program clients, though, it is one provider among many, and you’re free to choose a private provider instead.
Your Right to Choose an HSP Provider
Under the Hearing Services Program, you’re the client and the choice is yours. According to the program’s guidance, you can change providers at any time and for any reason, although you can only have one provider at a time.
How changing providers works
Your new provider will ask you to sign a consent form so they can request your records, and your previous provider transfers your file to them. If you have a maintenance agreement for your hearing aids, the new provider takes it over. If you have a partially subsidised (top-up) device, the new provider may set new conditions and costs for maintaining it, so ask about this before you move.
What You Get Under the Program
The program covers a hearing assessment and, if you need them, hearing aids, fitting and follow-up support. Your provider must offer you at least one fully subsidised hearing aid option at no cost. According to the government, fully subsidised devices help you hear as well as partially subsidised ones, but may have fewer extras.
The fully subsidised devices are not “pensioner-grade” products. They come from the same major manufacturers whose hearing aids are sold privately. Partially subsidised (top-up) devices may include extra features such as additional wireless connectivity. If you choose one, you pay the gap between the subsidy and the device price, which can be substantial. Choosing a top-up device is optional, and you can compare quotes from other providers. Devices are maintained under a maintenance agreement, and your provider should explain any fees before you sign.
Choosing a Provider: What to Compare
Every provider has strengths, and the right choice depends on what matters to you. Whichever provider you’re considering, these are reasonable questions to ask:
- How soon can I be seen? Wait times vary between providers and locations.
- Will I see the same clinician? Continuity makes fine-tuning easier because your audiologist knows your history.
- How long are appointments? Thorough testing and fitting take time.
- Do you verify fittings with real-ear measurement? REM is the most direct way to confirm your hearing aids are meeting their prescribed targets.
- Do you test speech in noise? It shows how you’re likely to manage in real conversations.
- How do you handle top-up devices? A good provider will explain clearly what the fully subsidised option offers before discussing anything that costs extra.
Geography matters too. In remote and some regional areas, there may be few registered providers, and Hearing Australia may be the most practical option.
How to Switch Providers Under HSP
If you’re currently with Hearing Australia, or any other HSP provider, and want to move, here’s the process:
- Find a registered provider. The health.gov.au website has a search tool for Hearing Services Program providers. The Audiology Place is a registered program provider at our Epping and Forestville clinics.
- Book an appointment. Tell the clinic you’re an existing program client and would like to transfer your care. Bring your Pensioner Concession Card or DVA card and any paperwork from your previous provider.
- Sign the transfer consent. Your new provider will ask you to sign a consent form and will arrange for your records to be transferred. They’ll then review your current hearing aids and service history and pick up where your last clinic left off.
You don’t need permission from your old provider to move.
What Happens at an Independent Clinic Like Ours
When you book an HSP appointment at The Audiology Place, here’s what you can expect:
- Initial appointment. Full case history, otoscopy, pure-tone audiometry (air and bone conduction), speech testing and tympanometry. If hearing aids are indicated, we discuss device options and take earmould impressions if custom moulds are needed.
- Fitting appointment. Devices are programmed to a validated prescription, verified with real-ear measurement, and adjusted based on your feedback.
- Follow-up. Fine-tuning, troubleshooting, and cleaning and maintenance instruction in the weeks after fitting, then as needed.
Our aim is for you to see the same clinician for your fitting and follow-up. If something isn’t working, call us directly on (02) 9315 8327.
A Note on Transparency and Independence
The Audiology Place is an independent, family-run practice. We’re a registered Hearing Services Program provider and DVA provider, and we also see private clients. We’re not owned by any hearing aid manufacturer, so our device recommendations are based on your hearing loss, your listening environments and your dexterity.
We’re open about top-up options and their costs when they’re relevant, and we won’t tell you that you need to pay extra unless the fully subsidised devices genuinely won’t meet your clinical needs.
Final Thoughts: Your Hearing, Your Choice
If you’re happy with Hearing Australia, stay. If you’ve been waiting longer than you’d like for an appointment, or you’d simply prefer a smaller practice with more continuity, you can switch today.
The choice of adult program provider is yours. Use it where you’ll get the care you want.
Related reading
See our complete guide to the Hearing Services Program, and our guides to whether pensioners get free hearing aids and Medicare and hearing aids.
Book a Hearing Services Program appointment
Call (02) 9315 8327 or contact us to book at our Epping or Forestville clinic.
