Norfolk Island factsheet
Information for Norfolk Island residence on accessing the Australian Government Hearing Services Program
Who will be eligible for services when the Hearing Services Program commences on Norfolk Island from 1 July 2016?
The eligibility criteria are the same as the ones that apply on the mainland. The voucher services component of the program is mostly for age and disability pensioners, and certain Veterans’ Affairs card holders. The Community Service Obligations (CSO) component is mostly for people under 26 and certain Aboriginal and Torres Strait Islander people.
You can find a fact sheet with more detailed information on eligibility for both components on the program’s website www.hearingservices.gov.au
How do I check whether I am eligible?
Age and disability pensioners, and certain Veterans’ Affairs card holders
You can check your eligibility for the voucher component on the program’s website, under ‘Check your eligibility’. If you believe you are eligible but cannot confirm this online, email the Office of Hearing Services (the Office) at firstname.lastname@example.org. If you would like the Office to call you back, include your Norfolk Island phone number. Make sure you include “Norfolk Island Enquiry” in the header of your message.
Alternatively, you can call the Office of Hearing Services on 1800 500 726 (normal International Direct Dialling charges currently apply), tell us you are calling from Norfolk Island, provide your phone number and ask us to call you back. We will usually call you the same business day.
People under 26 and certain Aboriginal and Torres Strait Islander people
You can check your eligibility for the CSO component by emailing your Norfolk Island phone number to Australian Hearing at email@example.com and a staff member will call you back. Make sure you include “Norfolk Island Enquiry” in the header of your message.
Alternatively, you can call Australian Hearing on 1300 262 363 (normal International Direct Dialling charges currently apply), tell them you are calling from Norfolk Island, provide your phone number and ask them to call you back. They will usually call you the same business day.
Until 30 June 2016 you can also use the self-service phones at the Australian Government Information Centre to make free IDD calls to Australian Hearing.
Which service providers will be delivering services from 1 July 2016?
Australian Hearing will be delivering services to voucher clients and CSO clients soon after 1 July 2016. As Norfolk Island has been classified as a remote location under relevant program legislation, voucher clients receiving services from Australian Hearing will not have to pay some charges they may ordinarily have been asked to pay. You can make an appointment with Australian Hearing by calling or emailing (see above).
Other contracted service providers may visit the Island to provide voucher services. If they decide to do this, their details will be included on the program’s website, under ‘Locate a provider’. You can find information about charges they may ask you to pay on the program website (in the Client Information Booklet located under Client Information).
Why won’t hearing services be available on 1 July 2016? Why will I have to wait?
A short wait will give people who need to get proof of their eligibility a chance to get the right documents. Giving people time to make appointments in advance of Australian Hearing’s first visit to the Island will also give people the opportunity to discuss their hearing loss and help the organisation plan how best to deliver services.
I already have a hearing service provider. Will they be able to look after me under the program?
Not all hearing service providers in Australia are contracted to deliver voucher services for the program and only Australian Hearing is able to deliver CSO services. If you want to transfer to Australian Hearing, so that you can receive services on Norfolk Island, they can organise a transfer for you.
What if I have been receiving program services on the mainland? Can I switch to Australian Hearing so that I can receive services on the Island?
Yes. Australian Hearing will organise the transfer of your records.
What services are available to me under the program?
As a new program client receiving services from Australian Hearing, you will receive an assessment of your hearing and, if clinically appropriate, a hearing device or devices, supplied and fitted at no cost to you. Children and young adults aged under 26 who have cochlear implants are able to get upgrades of their speech processors from Australian Hearing, if they meet certain criteria.
I already have hearing aids? Can I see a service provider?
If you are eligible for the program, yes. If you decide to receive services from Australian Hearing, they will assess your hearing and determine whether your devices are still appropriate. If you need a new device or devices, they can be supplied and fitted at no cost to you.
When will I be able to ring the Australian Hearing 1300 number from my landline for the cost of a local call?
Work is currently being done to put this arrangement in place.