Australian Government - Department of Health - Office of Hearing Services
Hearing Services Program

Hearing Services Online Project (HSOP) 2019

The Australian Government is committed to cutting red tape and assisting providers with delivering hearing services efficiently. The technology used to e-Claim service items via the Department of Human Services (DHS) platform will be decommissioned by 31 December 2019.

The Department of Health (Health) is undertaking a project to enable all claims to be processed through the Hearing Services Online portal. This will eliminate the requirement for service providers to operate across multiple systems often using different types of system security e.g. AUSkey and Health Professional Online Services. All payments will still be provided via the Australian Reserve Bank.

New updates will be published on this webpage, the Whats New webpage and via Contracted Service Provider Notices (CSPNs).

Key updates

20 September 2019

Monday 30 September 2019 - please be aware the HSO portal and website will not be available between 8pm to 11pm AEST. During this time providers will not be able to process new or return vouchers or submit claims through the portal.

2 August 2019

We are asking for feedback on the proposed file format. Please email your feedback to, by Wednesday 14 August.


20 September 2019 - HSOP Project Update 4

02 August 2019 - HSOP Update 3

02 July 2019 - Hearing Services Online Payment Project (HSOP) Update

10 May 2019 - Hearing Services Online Project

What are the major changes?

  1. Batch claims will now be uploaded to the HSO portal. Only some claims will need to be manually processed through the HSO portal, these include item 1, 2, 4 and 6.
  2. Claim batches will be uploaded to HSO portal in a new file format CSV (Comma- separated values). There will be one upload file and one response file.
  3. File contents of uploaded files will be reduced and simplified.
  4. Improved reporting out of HSO portal to ensure data is relevant and easily accessible for providers.
  5. Improvements to how claims are approved/rejected, ensuring the rejection reasons are easy to understand.
  6. A new process for generating Qualified Practitioner (QP) numbers on the spot.
  7. Enable service provider bank details to be securely stored in the HSO portal.

Approximate timeline for the HSOP

Quick Reference and Portal User Guides

For assistance accessing and using the portal we have developed a range of user guides, portal tips and other information.  Please visit the Using the Portal page and the Quick Reference and User Guide page for assistance. New user guides will be published when the project is completed.

Further information

For (current) technical enquiries regarding e-Claims, please continue to contact the DHS eClaiming Helpdesk.

Please email if you have any questions about the HSOP.

Hearing Services Online Project 2019 (PDF 281 KB)

CSV File Format (PDF 176 KB)

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