Further Information on Repairs
Information Sheet & FAQ
Who completes the repair?
EnableNSW uses equipment suppliers to complete repairs. Wherever possible, we issue the repair job to the original supplier to ensure that the warranty is not voided and the repairer has the necessary skill and knowledge to repair the item. Sometimes a different repairer will be used if specifically requested or due to response times.
How quickly will the repair occur?
The repairer will contact you within 48 hours to book an appointment time. For urgent repairs, where a person may be at risk of injury, EnableNSW will provide information to the repairers so that these are repairs are prioritised first.
Repairers make every effort to complete repairs at the first visit. The time taken to complete complex repairs depends on the availability of parts. EnableNSW recommends that you speak with your prescriber about managing your daily living while your item is being repaired. EnableNSW does not provide loan equipment whilst your repair is being completed, however some repairers may loan equipment to you.
What do I do if my equipment breaks down after hours or on the weekend?
In an emergency situation (if your equipment does not work and you cannot reasonably wait until business hours) you may contact the repairer directly to arrange a repair. Please contact EnableNSW the next business day so that payment to the repairer can be arranged.
What happens when the item is no longer repairable?
If it is more economical to supply a new item rather than repair an existing item, a request for a new item is required and a prescriber may need to be involved.
We will consider replacement for non-custom items where a like-for-like replacement is appropriate. We recommend that you speak with your prescriber regarding options around managing your daily living whilst awaiting repair or replacement. EnableNSW does not provide loan equipment, however some repairers may loan equipment to you.
Repairs by EnableNSW on privately funded items
People can apply for private or charity funded equipment to be ‘adopted’ by EnableNSW to take over funding of repairs and maintenance. This will be considered for items within EnableNSW guidelines. An eligible prescriber will need to submit an Equipment Request Form addressing the Clinical Criteria, stating the request is for EnableNSW to fund future repairs and maintenance. We will require some information about the item including age, condition and the original quotation where available or possible.
Acceptance of these items for repairs and maintenance funding is at our discretion.
Lost or Damaged Equipment
If an item is stolen or damaged (e.g. by fire, natural disaster, car accident) a police report will need to be completed. Please contact EnableNSW as soon as possible after the incident, we will try to repair or replace the item as soon as possible provided that reasonable care was taken of the item.
EnableNSW does not replace lost equipment.