Helping children to reach their full potential.

COVID-19 Update

The health and wellbeing of our community is always of utmost priority, particularly during the current COVID-19 (coronavirus) pandemic.

We encourage our community to keep informed of the updates, and the steps being taken to slow the spread.

Return to centres

Hear and Say is adopting all the government and health recommendations around establishing a COVIDSafe Australia, by following the national pathway for easing restrictions. We have developed our own COVID Safe Plan, known as the Hear and Say Roadmap, to guide us towards our return to a ‘new normal’ for our community.

As of 1.00AM AEST 22 January 2021, increased restrictions within Greater Brisbane are lifted. Full details are available here.

What is our policy?

  • Services will be offered via a combination of in-person appointments and via telepractice/online where feasible.
  • If you are attending an appointment at one of our centres, our current preference is to have one adult attending with one child. Please speak with your clinician if you would like more than one family member to attend, and this will be assessed on a case-by-case basis.
  • In general, our Group Social Skills programs will resume to in-person sessions, with COVID-safe practices in place.
  • All visitors to our centres will be asked to sign a health declaration via QR code or hardcopy form, and undertake a non-invasive temperature scan. This involves asking you to confirm that you (and any of your family visiting the centre) are feeling well and asking your consent to record your (or any visitor’s) temperature. If any visitor is feeling unwell or has a temperature above the normal range, Hear and Say may refuse entry on that particular day.
  • From 10 July 2020, anyone who has been in a hotspot in the last 14 days is only able to enter Queensland if they are a returning Queensland resident or required to enter for a limited range of essential reasons. Queensland residents returning to Queensland from a hotspot must quarantine for 14 days on entering Queensland. If you (and/or any of your family visiting the centre) have visited a hotspot, please let us know and contact us to rearrange your appointment. Find out more, here.

Hear and Say will continue to monitor government advice and adjust our roadmap, policies or how we deliver services if directed to or where it is deemed necessary.

Border updates

As of 21 December 2020, there are changes to Queensland border restrictions for people who have been in declared COVID-19 hotspots, or in any part of New South Wales. Please refer to the Queensland Government website here for latest information about border restrictions, including how to obtain a Queensland Border Declaration Pass.

These border restrictions have greatest impact for our Gold Coast Centre, which supports a number of families from Northern New South Wales. Please find below further detail about how we will be operating during this time:

  • Wherever possible and as in recent months, we will work with interstate families supported through our Gold Coast Centre to continue listening and spoken language therapy lessons online via telepractice.
  • Families who need to cross the state border to attend an essential appointment in-centre must make their own application for a Queensland Border Declaration Pass. Hear and Say will be in touch to provide a Letter of Support to include with your application; however, please contact us via if you have not received a letter within a week of your appointment.
  • While borders remain restricted, Hear and Say staff are unable to provide in-person visits to your child’s childcare, home or school visits where based in New South Wales. We are happy to support your child’s educational setting via phone or video call in the interim.

Experiencing symptoms?

If you have any symptoms at all, get tested immediately and quarantine at home until you receive a negative result.

Symptoms can range from mild illness to pneumonia. Some people will recover easily, and others may get very sick very quickly. Symptoms may include:

  • Fever
  • Cough
  • Sore throat
  • Tiredness
  • Shortness of breath

If you or your child is experiencing any of the above symptoms, please contact us to cancel or re-arrange your appointment, and follow the government recommendations to get tested for COVID-19.

If a child or client is unwell while onsite, our clinicians are also entitled to ask them to leave the centre and seek medical advice.

Protect others and stop the spread

We can all help slow the spread of COVID-19 in Australia. To protect others you must:

Useful links

  • Current status of COVID-19 in Australia, here.
  • COVID-19 hotspots and South-East Queensland public contact tracing alerts, here.
  • The COVID-19 Isolation Guide,here.
  • Information about COVID-19 and how to protect yourself, here
  • Coronavirus resources, here
  • Coronavirus Health Information Line: 1800 020 080
  • Healthdirect hotline: 1800 022 222
  • Lifeline Australia crisis support hotline:13 11 14

Content reviewed/updated Thursday, 21 January 2021.



Maia’s Story

At 9.10pm on 24 October 2013 our beautiful daughter Maia was born. 

The moment of elation was short-lived as we immediately noticed her left ear was missing. I frantically looked to the medical team around me for answers but received none.

Panic set in as we waited 4 days in hospital for an ENT to explain her condition, by which point we already had all the answers from Simone, who runs the Microtia and Atresia Program at Hear and Say.

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