Document ID: chunk:federal_register_of_legislation:F2024N00985:clause:1_57
Version: federal_register_of_legislation:F2024N00985
Segment Type: clause
Provision Reference: sch 1 cl 57
Character Range: 117526–120311

57  Requirements for Providing Maintenance and Relocated Maintenance services
      1.         Before providing Maintenance and Relocated Maintenance services providers must comply with General Program Service Requirements (see section 5), the PPB Code of Conduct and Scope of Practice.
      2.         Maintenance services must be delivered by persons with the appropriate skills.
      3.         The client must have a current fitting and be using their devices.
      4.         All clients receiving a fitting must be offered a Maintenance Agreement.
              1.    A Maintenance Agreement must be signed and dated by the client confirming their acceptance of the agreement.
              2.    Clients must be informed they will receive device batteries, maintenance and repairs if they enter a Maintenance Agreement with the provider and pay the annual Client Maintenance Co-payment (unless exempt under section 58 or the fee is waived).
              3.     The client must still sign a Maintenance Agreement if the Co-payment is waived or is paid by DVA.
              4.    It is not mandatory for clients to accept the offer. Standard consumer protections apply, including device warranties.
      5.         Maintenance Agreements apply to the client's primary devices and cover:
              1.    appropriate battery supply; and
              2.    adjustments and re-programming if required (including one phone or accessory reconnection service); and
              3.     repairs to the device except rechargers for rechargeable devices; and
              4.    necessary consumables for the functioning of the device ; and
              5.    hearing aid cleaning.
      6.         Maintenance and repairs must
              1.    be timely so that the client is not without the use of their device for any significant period; and
              2.    be adequate to restore the device to its original physical condition, allowing for normal wear and tear; and
              3.     ensure that the electroacoustic characteristics and any other features prescribed by the QP match the original fitting unless changes are clinically appropriate.
      7.         If same day repair is unavailable, a loan device should be offered where appropriate. Warranty on the hearing aid must be utilised for specified hearing aid repairs, as detailed in the Deed of Standing Offer.
      8.         Clients must not sign a Maintenance Agreement or pay their Maintenance Co-payment more than 45 days before the date on which Maintenance services commence.
      9.         Providers must honour a clients Maintenance Agreement for 12 months from the agreement commencement date, unless exempt under section 12 (3)(d), regardless of whether the client's voucher has expired.