OBJECTIVE: To assess the effectiveness of hearing aids dispensed by the SUS service hearing health of high complexity in São Paulo city through the administration of questionnaires and a test. METHOD: This study was conducted at the Integrated Care, Research, and Education in Hearing (NIAPEA) - UNIFESP/EPM and was approved by the Research Ethics Committee (#60742). Twenty elderly individuals (15 women and 5 men) participated in this study. Theassessment procedures included a mini mental state examination test (MMSE), Geriatric Depression Scale (GDS-15), International Survey Results for a hearing aid (IOI-HA). The test and the questionnaires were administered individually. RESULTS: The results obtained were tabulated in a Microsoft Excel spreadsheet and analyzed using the measures of central tendency. Out of 20 participants, 95% did not show any cognitive deficits according to the Mini Mental State Examination while 70% did not reveal any symptoms of depression. It was found that 70% of the participants effectively used the hearing aid. The study revealed that all the participants were satisfied with their hearing aids, and the service providedwas highly complex. CONCLUSION: Elderly individuals used their hearing aids effectively. Further, the service offered was effective and beneficial to the population and this was maintained by stressing on the importance of monitoring the process of adaptation. Therefore, it is necessary to detect cognitive deficits and signs of depression as these factors influence effective adaptation and use of hearing aids.