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


This section provides information on claiming. For use by contracted service providers only.

Conditions for claiming

There are now three avenues available for contracted service providers (providers) to process claims for payment.

  • The portal, which supports the voucher component of the Australian Government Hearing Services Program, including the electronic processing of manual claim for payments, adjustments and recoveries
  • e-Claims, through the Department of Human Services (DHS) web-based electronic claiming facility, and
  • Through the Claim for Payment paper form, for any manual claim exceptions.

For a summary of service items and claiming tips, please see the updated webpage on conditions for claiming.

Portal claims

Claims for payment under the program are normally made electronically. However, in some cases the automated electronic claims payment process cannot be used, for example when a non-standard request is being made, or additional information is required. In such cases, a manual claim should be submitted. Learn more about online processing of claims.


The program utilises a web-based electronic claiming (e-Claiming) system  that allows contracted service providers to lodge e-Claims with Medicare using VicHear, SimplyHearing, ClaimWizard or HeariAid software or payment within 24 hours of their submission. See the how to set up for electronic claiming page, e-Claim file format guide and e-Claim handbook for guidance.

It takes two business days for an e-Claim to appear in the Claims History accordion on the HSO portal.

Information on the most common claiming rejection codes and a full list of all claiming rejection codes is available on the website.

Exception Claims

Exception claims relate to any claim that are not able to be submitted using the DHS e-Claim System or through the HSO Portal. e.g client relocation or business transfers.

These claims should be attached to an e-mail and sent to  One e-mail per client should be submitted. The subject line of the e-mail should be displayed as: contract number – voucher number – client name – item number/s – Relocated Away or SP Business Transfer.

CROS and BiCROS devices

Contralateral Routing of Signal (CROS) and Bilateral CROS (BiCROS) devices are non-standard devices that are fitted when a client may not benefit from a traditional hearing aid. For claiming purposes please ensure you understand the requirements for fitting either a CROS or BiCROS device.

Claiming Information

The claiming information webpage provides answers to common claiming enquiries about rechargeable batteries, audiological case management, correcting errors on submitted claims and more. 

Complementary Content