PURPOSE: To characterize the profile of users of a high-complexity service of hearing healthcare. METHODS: The database of the hearing healthcare service in question was consulted. Were analyzed eight light registered items out of 906 entries obtained between January 2010 and December 2012 were analyzed between January 2010 and December 2012, and they were then submitted to statistical analysis. RESULTS: The research showed that the population in the study studied was predominantly women and the with a mean age was of60.88 years. The most frequent type of hearing loss was the profound sensor neural hearing loss, which with had a descending audiometric configuration. The most selected hearing aid was the Behind-The-Ear (BTE) type A (according to the service classification). Regarding the location of the Most (users 61%) service users lived in the capital, 31% of the users lived in the metropolitan region, and eight percent8%of the users are lived in from cities outside the metropolitan region. CONCLUSION: It was is possible to verify the importance of research and appropriate data recording of patients treated in the a hearing healthcare service in order to be able to, periodically, characterize the user population.