Australian Government - Department of Health and Aged Care - Office of Hearing Services
Hearing Services Program

Hearing Services Online Project (HSOP) 2019

The Department of Health (Health) is undertaking a project to enable all claims to be processed through Health-owned and operated technologies, inclusive of the Hearing Services Online portal.  This project is the Hearing Services Online Payment Project, or ‘HSOP’.

This project was initiated when the technology currently used to e-Claim program service items was identified for decommissioning by the Department of Human Services (DHS) – the agency currently hosting that platform.

Health are engaged in consultation with our service providers, software vendors, and technical specialists, to simultaneously design an improved Claiming experience, while minimising any disruption to business. 

News and updates will continue to be announced via Contracted Service Provider Notices (CSPNs), and key messages published in the What’s New area, and on this page.


Date of release


1 November 2019

HSOP - Update #6

22 October 2019

HSOP – Update #5

09 September 2019

HSOP – Update #4

02 August 2019

HSOP – Update #3

02 July 2019

HSOP – Update #2

10 May 2019

HSOP – Hearing Services Online Payments Project

Key updates

File Format

Following consultation and refinement, the new (CSV) File Format for e-Claims is confirmed.

Rejected Claims - Reasons

If an e-Claim is assessed and found to be invalid, it is rejected.  The system returns a Reason to indicate why a claim is rejected.  A new list of Reasons for Rejection are available.

Training Environment – HSOP user testing

HSOP components will be released initially in the HSO Training Environment to allow for user testing.  This occurs next on 4/11/19, for the e-Claim Batch Upload component, allowing time to test system features and familiarise yourself and staff with the new e-Claiming process.  

HSOP – Key Dates (updated)

4 November – e-Claim Batch Upload – available for testing in Training Environment
15 November – (DHS) Final operational date for e-Claim platform hosted by DHS
15 November – (Health) First day of live operations for new e-Claim platform (HSO)
16 – 23 November – Transition period, temporary interruption to program payments
23 November – Payments for Claims resume, including claims submitted during transition*.

*Please note, once program payments have resumed, please allow 1-3 business days for a payment (associated with an assessed and approved claim) to be deposited with your financial institution.

Key Technical Detail, and further information

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 and revised portal Fact Sheets will be made available as part of User Testing processes, with final documents to be published at project conclusion.

Technical issues

For (current) technical enquiries regarding e-Claims, please continue to contact the
DHS eClaiming Helpdesk via Phone (08) 8274 9370 [Mon-Fri 9am-5pm AEST] or email

Need more detail?

Please email if you have any questions about the HSO Payments Project.


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