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Annual performance statement

I, Peta Seaton, as the Chair of the accountable authority which is the Board of Hearing Australia, present the 2018-19 Annual Performance Statement of Hearing Australia, as required under paragraph 39(1)(a) of the Public Governance, Performance and Accountability Act 2013 (PGPA Act). It is the opinion of the Board that this annual performance statement is based on properly maintained records and accurately reflects the performance of the entity during the period, and complies with subsection 39(2) of the PGPA Act.


Hearing Australia’s purpose is outlined by the Parliament in our enabling legislation, Australian Hearing Services Act 1991 (AHS Act), with specific Powers/Functions outlined in Part 2, Sections 8 and 9 of the Act.

Our mission is to provide world leading research and hearing services for the wellbeing of all Australians.

Performance analysis

The following table outlines the results achieved by Hearing Australia against the specific activities and targets outlined in our 2018-19 Corporate Plan (noting that substantially met means that at least 90% of target was achieved and partially met means at least 75% of target was achieved).

Performance activities


Target *

Result Achieved 2018-19

Services provided to Voucher holders - clause 8(1)(a) of the Act


394,806 (Met)

Services provided to children up to age 21 (young Australians) - clause 8(1)(aa) of the Act


70,764 (Met)

Services provided to Community Service Obligation (CSO) Clients - clause 8(1)(ad) of the Act


157,945 (Met)

238 communities visited

229 (Substantially met)

Screening to detect, advise and educate on hearing issues and services – clause 8(1)(f) of the Act


71,900 (Substantially met)

Accessibility of services- clause 8(1)(l) of the Act

Grow permanent and visiting sites by 25 nationally

Reduced by 3 sites (Not met due to rationalisation of poorly attended visiting sites)

Accessibility of services- clause 8(1)(l) of the Act

Improve access using our Hearing Buses to visit 2,200 locations

2,701 (Met)

Increase the proportion of aided as a % of all Indigenous Eligibility (IE) Clients receiving services at Outreach sites

Increase by 0.92%

0.30% (Not met. While the number of services provided to IE clients increased by 2.4%, we were unable to achieve a challenging target to increase the fitted percentage)

Provision of services to culturally and linguistically diverse (CALD) clients

Increase by 5.0%

4.6% (Substantially met)

Services provided to young adults between the ages of 21 and 26


9,253 (Met)

Provision of services to Complex Adult Clients


66,594 (Met)

Total injury frequency rate (TIFR)

TIFR 9.5

TFR 4.7 (Met)

Quarterly reporting to the Minister for Government Services against:

· KPIs

· Corporate Plan

· Risk Review

4 quarterly reports

3 (Partially met. Q3 report was prepared but not submitted due to timing of the May Federal election)

Quarterly reporting to the Department of Health (Health) against:

· Memorandum of Agreement on Community Service Obligations (CSO) delivery KPIs (including financial)

4 quarterly reports

4 (Met)

Net Promoter Score (NPS) – customer metric that indicates client propensity to recommend or advocate Hearing Australia to others

+70 NPS

+74.9 (Met)

* Source of the above activities is on pages 7-9 (publicly available version) of the 2018-19 to 2021-22 Corporate Plan