Client consent

Service providers who deliver hearing services to eligible clients under the Australian Government Hearing Services Program (the program) have signed a Service Provider Contract with the Australian Government. It is important that service providers and their staff understand their obligations to the Australian Government under this contract, and have appropriate documentation in place to be able to meet these obligations.

Part 3 of the contract outlines the requirements for Information, Privacy and Confidentiality and references the Privacy Act 1988. The program’s privacy policy is available on the website.

Clients are linked to their chosen service provider in the portal. This linkage allows service providers to review, sort and edit client records. This relationship safeguards the clients’ records by restricting database access to their chosen service provider.

To establish the client and service provider relationship and undertake certain functions in the portal, service providers must first confirm that they have the client’s consent. Once consent has been given, the client’s four points of identification which includes their eligibility number, first and last name, and date of birth can be used to locate and link the client to your business in the portal.  For instructions on establishing client links, please refer to the user guide Transfer, link and search for existing clients

Consent may only be obtained from the clients themselves. If the client is incapable of providing consent, a person with the client’s power of attorney (POA) or equivalent[1] is able to sign on their behalf. Providers should note on the client file where a POA or equivalent¹ has signed on behalf of a client. Other people, including family members, carers or staff in nursing homes cannot sign on the client’s behalf if they do not have legal authority (POA) to do so.

Verbal consent to transfer a client from another provider is allowed initially and must be documented appropriately in the client file.  Written consent must be obtained before any voucher services are provided. Providers unable to provide evidence to support this certification may be subject to compliance actions as outlined by the Service Provider Contract.