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
- their Service Provider Contract
- the Hearing Services Administration Act 1997 and related legislation
- the Hearing Services Rules of Conduct 2012
- the Hearing Rehabilitation Outcomes
- the Eligibility Criteria for Refitting
- the Schedule of Service Items
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.
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.