Your health and wellbeing is our number one priority

Update 06/04/2020


To our clients and their families,

Since the start of the COVID-19 crisis we have continued to provide essential hearing health services to over 10,000 of our clients every week, either in-centres with increased safeguards or increasingly over the phone.
We are here to support all Australians at this challenging time and are committed to keeping you updated on what the latest announcements mean for hearing and overall wellbeing.

On Sunday, the Prime Minister told us that the increased measures are working but we must continue to adhere to:

  • Minimising trips outside – stay at home and only go out if it’s absolutely essential;
  • Social distancing - maintain a distance of 1.5 metres between people;
  • Limit indoor and outdoor gatherings to 2 people


In regards to your hearing health, this means we have supported all of our clinicians to be able to provide many of our traditional in-centre care appointments, remotely over the telephone. We are encouraging all clients who can be successfully supported over the telephone to be cared for in this way. Last week more than half of our appointments were conducted successfully over the telephone.

To book an appointment either call us on 134 432 or use our online booking as normal, after which we will call you to organise the best way for you to be supported.

At our Hearing Centres, we are:

  • Continuing to practice good hygiene;
  • Reducing our footfall by minimising the number of people in the waiting room;
  • Ensuring we adhere to social distancing by providing 1.5 metres distance from other clients;
  • Minimising interaction with audiologist;
  • Shortening appointments by conducting parts that can be done remotely over the telephone


We have and will continue to change and adapt the way we provide services to keep our clients and our staff safe. To understand how this impacts your hearing care please see the frequently asked questions below.

The decision to keep our centres open was not made lightly, and was heavily influenced by the voice of our clients.

Kind regards,

Kim Terrell
Managing Director
Hearing Australia


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Gina Mavrias
Chief Operating Officer
Hearing Australia


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Frequently Asked Questions

COVID19 Related Enquiries

Do you offer home visits?
We do offer home visits if needed. Before coming to visit we will conduct a phone screening to discuss if it is necessary and to ensure the safety of both parties. Telephone appointments are also suitable for a large number of clients.

Is there any devices that can make watching TV or using the phone easier during this time?
We have a number of Assistive Listening Devices (ALD's) to make sure you stay connected to family and important updates. Information about our products is available here, or you can book a phone appointment with one of our clinicians to discuss options that can help.

I'm feeling isolated and lonely with no face to face contact, where can I go for help?
To us, your mental health is just as important as your hearing health. If you're experiencing anxiety or feelings of loneliness during this period of isolation you can contact your GP for support or Beyond Blue for further support.

Why are you still open? 
As an essential health service, we recognise the importance of continuing to provide care. Our dedicated team continues to provide these essential hearing services to all our clients, and other members of the community, across Australia. We have and will continue to change and adapt the way we provide services to you and anyone who needs our help, especially via tele-services and supporting services.

What do I do if I’m over 70?
The Prime Minister on Sunday has recommended that anyone over 70 years old should remain isolated as much as possible.  If you have an upcoming appointment, or need help of any kind please phone us on 13 44 32 and we will be happy to help you.  Whilst our centres are still operating, there are alternative services available including tele-services.  If you have an appointment already booked, we will contact you to do a phone consultation and determine if you still need to come into the centre. 

What if I'm not a Hearing Australia client?
Our team is always here to help, even if you're not a client of Hearing Australia. During this period, if your usual hearing service provider is temporarily closed, we are happy to help as best we can.  We can assist with any hearing related enquiries, supply batteries and check your hearing aid.  Our clinicians are also available to assist you with troubleshooting and device set up.  If you are eligible for the Government Hearing Services Program, this service can only be provided with your consent.

Hearing Aid Maintenance and Repairs

What do I do if my hearing aid breaks?
If your hearing aid breaks you can drop into a centre, but in the interests of your wellbeing we would encourage you post it to us and we can post it back to you once its repaired. We can also offer a loan device if needed. Just give us a call.

What if I or my child has lost their hearing aid or parts (eg. earmoulds)?
Give us a call and we can arrange a replacement that we will post out to you. If we are unable to replace your exact hearing aid part, we can discuss the best option for you. If you have lost earmoulds, it may be possible to use a scan image to order you new ones and post them out to you.

What do I do if I need batteries?
You can request batteries via our website and they will be posted out to you. Or again, just give us a call.

What if my hearing aids require minor repair?
Give us a call and we can talk through any issues you are having with your hearing aids over the phone or video call. If it is unable to be fixed over the phone or video call and you are unable to come into the centre, you can post your hearing aids to us to fix.

What if I am having trouble with connecting to Bluetooth?
Give us a call and we can troubleshoot over the phone or with a video call if you are unable to pop into the centre.

What if I am having issues with my hearing aids (Eg: volume doesn’t seem right or moulds are causing discomfort).
Give us a call and we can talk through any issues you are having with your hearing aids over the phone or video call. If it is unable to be fixed over the phone or video call and you are unable to come into the centre, you can post your hearing aids to us to fix.

What if my remote wireless microphone or BAHA/Ponto (bone conduction device) isn't working?
If they have stopped working and we aren't able to fix over the phone, you can post them to us and we will post them back once its repaired.

General Enquiries

How do I pay my annual maintenance fee (HSC)?
We can arrange payments with over the phone payment options or a cheque can be posted.

How do I collect a repaired or replacement hearing aid?
Once we have set up your repaired or replacement device, we will post it out to you.

How is Hearing Australia helping Aboriginal and Torres Strait Islander clients and communities?
Hearing Australia has paused all visits to remote Aboriginal and Torres Strait Islander communities until it is safe for us to resume our visits. In the interim, for many remote communities, we hope to provide services via video. As pre-planned visits to urban and regional communities approach, we’re contacting services to discuss whether the visit should go ahead. For visits that are not going ahead, we’re working on other ways of seeing clients: by phone, video or in person at one of our hearing centres.  Aboriginal and Torres Strait Islander clients are welcome to contact us on 13 44 32 or online at Contact Us.

Your Appointment

Can I book a new appointment?
You can book an appointment online here or by calling us and we will contact you to discuss which appointment options may work best for you during this time.

Can I book an appointment for my child/baby?
Yes. Please contact us via phone, email or chat as so we can ensure you are cared for by a Paediatric Specialist.

What if I have an appointment already booked?
Your appointment will remain as normal, however we will call to confirm how you would like to conduct this appointment as we are using our teleaudiology services where possible. If this is not suitable we will advise of face to face appointment procedures.

Is it safe for me to come in for an appointment?
Where possible we are conducting appointments via the phone. However for those instances where we need to see you (if you need moulds or cannot access teleservices) we are taking strict precautions to ensure your safety. This includes full sanitising of office and reception after every client, extra protective wear for our audiologists and compliance of the 1.5 metre rule.

Does the maximum of two rule for public gatherings also apply to my appointment?
The announcement relating to a maximum of two people for public gatherings doesn’t apply to your appointment. However, we will follow best practice to keep you and our clinicians safe and limit appointment attendance by other family members or carers wherever possible.  If you want to understand more about the steps we are taking please phone us on 13 44 32 and we will answer any questions you have.

What do I do if I want hearing help now?
Please contact us on 13 44 32 and one of our team will be happy to discuss your hearing needs and arrange a timely solution.  If preferred, you can send us an online enquiry via Contact Us and we’ll get back to you via your preferred contact method.  Live chat is also available during business hours (AEDT), via Contact Us.

I have an appointment coming up, what do I need to do?
You don’t need to do a thing. All our appointments will be conducted by our clinicians via phone in the first instance, our dedicated team will work with you to provide the best option for your situation. We’ll be in touch the day before your appointment via phone.

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Update 30/03/20 

To our clients and their families, 

Our clients continue to be our number one priority even in this time of uncertainty.   

As the situation changes across Australia, we are here to support you and are committed to keeping you updated on what the latest announcements mean for you.

Our centres are open and you can still attend for an appointment, but there are also other ways we can support you, including tele-services. 

On Sunday, the Prime Minister introduced more advice on self-isolation for over 70’s, and Aboriginal Torres Strait Islanders in addition to reducing the size of groups from 10 to 2.  You can read more about these recommendations here.

To understand how this impacts your hearing care please see the frequently asked questions below.

We’re here to help 

 

For our clients, their families, and all Australians who need hearing help, if we can do anything to support you during this time, talk to us at: 
 
•    Your local centre - you can find your closest centre here 
•    Call us on 13 44 32 
•    Contact us online here 
•    Email enquiry@hearing.com.au 

Hearing Australia is here to support you and all Australians, as we deliver on our promise to provide world-leading hearing services.
Thank you for your ongoing support and we hope that you and your families continue to stay safe and well. 
 
Kind regards, 

Kim Terrell
Managing Director
Hearing Australia


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Gina Mavrias
Chief Operating Officer
Hearing Australia


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For the latest information on COVID-19, visit the Australian Government website at www.australia.gov.au. To help you navigate the latest advice and information about COVID-19 in real-time, the government has also released the Coronavirus Australia app. Coronavirus Australia is available from the Apple App Store and on Google Play, alongside a new WhatsApp feature. 

Hearing services are provided subject to eligibility requirements under the Australian Government Hearing Services Program (‘the Program’). Accessibility to and fees of these services will vary depending on classes of eligibility under the Program

 

                                                                           

Update 20/03/2020

At Hearing Australia, our goal is to keep you connected to the people and life you love. For over 70 years, our dedicated team has been here to help all Australians with their hearing health needs. 

Now, more than ever before, we understand how incredibly important good hearing is to help you stay in touch with your family, friends and community. 

As the COVID-19 situation continues to evolve across Australia and around the world, we’re focused on caring for your hearing and wellbeing. We’re doing this by working closely with the Australian Government Department of Health and following their advice to ensure we’re adopting best practice. 

As part of this, we have significantly increased our focus on infection control procedures. This includes all staff continuing good hygiene practices with frequent hand washing and increased cleaning and disinfection programs at all Centres. We’re ensuring that all of our Hearing Australia people are well supported and we’re committed to caring for their health and wellbeing. 

Our national network of Centres remain open and we will keep you informed of any changes, should they occur. 

If we can do anything to support you and your family during this time, we’re here to help at:

•    Your local Centre - you can find your closest Centre here
•    Call us on 1300 334 594

•    Contact us online here
•    Email enquiry@hearing.com.au


In addition to providing services safely and effectively in our Centres, if you’re unable to visit us, we offer home-based support as well as tele-services. Our free* online hearing check is also available at hearing.com.au/onlineassessment.

Your health and wellbeing matters to us and we sincerely hope that all our clients and their loved ones stay well. We are more committed than ever to delivering world-leading hearing services anyone can access – to make a difference to you, your family and the communities we serve.

Kind regards,

Kim Terrell
Managing Director
Hearing Australia


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Gina Mavrias
Chief Operating Officer
Hearing Australia


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For the latest information on COVID-19, please visit the Australian Government website at www.australia.gov.au.
   
*A free hearing check is a screening that helps identify someone who may have a hearing loss. Other services may attract fees or be subsidised for those eligible under the Australian Government Hearing Services Program. 

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