Hearing Service Providers Urged to Review Record Keeping Before Claim Audits
22 Jul 2026
Source: Australian Government Department of Health, Disability and Ageing
According to the department, every claim submitted through the Hearing Services Program must be supported by a properly completed and signed claim form. These documents are official program records and must be kept in line with contractual and legislative requirements.
Providers are expected to keep accurate records, make sure claim forms are authorised before submitting claims, and store the original documents for future reference. When a client moves to another provider, a copy of the claim form must be included with the transferred records. The original form must continue to be retained for at least seven years after the service was delivered.
The department also reminded providers that claim forms are recognised as the official tax invoice for services claimed under the program. If a valid claim form cannot be produced when requested, payments linked to that claim may need to be repaid.
Practices using electronic record systems should confirm that their software correctly fills in all required claim details and records the authorised staff member's signature. Where this is not possible, claim forms should be printed and signed manually before being stored.
The department said responsibility for meeting program requirements always remains with the provider, regardless of which software platform is used. Choosing third-party software does not remove the obligation to keep complete records or provide them when requested.
Providers planning to introduce a new practice management or record system are encouraged to test the migration process before switching. This can help ensure claim forms and supporting documents are successfully transferred and remain accessible after the change.
Hearing Service Providers Urged to Review Record Keeping Before Claim Audits
Source: Australian Government Department of Health, Disability and Ageing