35Voucher‑holders relocating between contracted service providers

35 Voucher‑holders relocating between contracted service providers

(1) A contracted service provider (new provider) may request a voucher‑holder’s records from another contracted service provider (old provider) by submitting a request in the Hearing Services Online Portal (a relocation request). (2) A contracted service provider must not make a relocation request without written or oral authority from the voucher‑holder. (3) The authority referred to in subsection (2) must be documented on the voucher‑holder’s records in accordance with any requirements set out in guidance issued by the Hearing Services Program that is published on the program website. (4) If the old provider receives notice of a relocation request from the Department via the Hearing Services Online Portal the old provider must provide the records to the new provider within 7 business days. (5) When providing records under subsection (4), the old provider must: (a) provide the voucher‑holder’s complete original record (with the exception of original claim forms and client payment receipts); and (b) provide the voucher‑holder’s returned devices, if applicable; and (c) provide copies of the original claim forms and client payment receipts; and (d) retain original claim forms and copies of client payment receipts for no less than 7 years from the date of service.