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

Audit and Compliance

The Australian Government Hearing Services Program (the program) is delivered by over 300 service providers (providers) contracted by the Office of Hearing Services (the Office).  The Office is responsible for ensuring these providers meet the program’s requirements to  safeguard client safety and provide quality outcomes for clients, as well as monitoring the efficient and effective use of Government funds.  The Office meets these obligations through compliance monitoring including auditing.

Providers are expected to comply with program requirements set out in

Audit and Compliance Framework

The Office takes a risk based approach to audit and compliance, described in its Audit and Compliance Framework (the Framework) document. The Framework provides a  transparent plan for monitoring and supporting providers to maintain high levels of compliance.

Audits by the Office will include, but are not limited to, examination of

  • client records including: claim forms, audiograms, file notes, relocation forms
  • clinician professional qualifications and Practitioner Professional Body membership
  • calibration and ambient noise certification
  • client medical referral policy
  • insurance certificates

The Recoveries Framework

The purpose of the Recoveries Framework is to describe the Office’s approach to the recovery of overpayments made to providers under the program.

Self-Assessment Tool (SAT)

The Office’s online Self-Assessment Tool (SAT) is a compulsory, annual questionnaire. This is an opportunity for providers to review their policies, procedures and systems to ensure compliance. Non-submission of the SAT may schedule the provider for audit.

Compliance action

Where audit activity identifies non-compliance with program requirements, providers are given an opportunity to respond to, resolve and/or dispute audit findings.  Actions that may result from non-compliance include

  • reimbursing the Commonwealth for incorrect or unsubstantiated claims that have been paid
  • reimbursing the client for any non-compliant services where the provider received a payment from the client
  • participating in an expanded audit or a follow-up audit, and
  • implementing a remedial action plan to improve policies and processes, and provide updates on progress in achieving the plan.

Lessons learnt from Compliance Monitoring & Audits

View common non-compliance issues and tips on how to prevent non-compliance.

Frequently Asked Questions

Read answers to Frequently Asked Questions about the Office’s audit and compliance process.

Audit and SAT reports

View annual audit and SAT reports.




Audit and Compliance (PDF 51 KB)

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