ACCAN Informed Consent Project (21 August 2009)

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5.2. Hearing impairment

In the Project Survey, caseworker organisations and regulators reported a low proportion of consent complaints regarding people with a hearing impairment. However, many representatives asserted that people with a hearing impairment are under-represented in complaints data as a result of the limitations in data collection, their reluctance to make official complaints and other barriers they faced in accessing complaints services.

Very limited information or data is available on consent issues related to people with a hearing impairment and this area may be suitable for further research. Key issues that were identified include:

• As hearing loss can occur gradually, this issue may require a slightly different approach to other consumer categories, where impairments are more certain;
• Caseworkers and advocates reported that people with hearing impairment were often reluctant to acknowledge to sales staff the difficulties they may have in hearing; and
• Caseworkers and advocates reported that people with hearing impairment were often reluctant to make complaints or follow up inquiries that revealed their difficulties, especially if they had not revealed their hearing impairment originally.

Although people with a hearing impairment face challenges in terms of receiving and understanding oral information regarding communications products and services, there are obvious tools available for ensuring that they are still given an opportunity to provide informed consent:

• A range of services are available to improve accessibility;
• People with a hearing impairment benefit from consent processes that include written information; and
• People with a hearing impairment benefit from consent processes that include a short cooling off period while they consider written information.

Overall, the consent issues facing people with a hearing impairment should not be difficult to overcome – however the lack of relevant best practice guidance on this issue is a concern.

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