Frequently Asked Questions

I cannot find the Product that I am looking for, what do I do next?

If a specific prodcut is not visible on the website, please contact our Customer Service Team on 1300 930 930 or xxxx@alphalifecare.com.au with the details of the prodcut that you looking for. Our team will respond with pricing and availability or offer alternatives products within our range.

How do I raise a quote?

Once you have located the product that you require select "Request a Quote"
Go to your cart, once you are satisifed with your selected products, press "Request a Quote"
Complete your details and press "Submit Quote"
Our friendly team will reply within XXXXXX

I have received my quote, how do I convert to an order?

Once you have received your quote and happy to proceed with the order, you can:

Email our customer service team on XXXXXX @alphalifecare.com.au and include in the subject line Convert to Quote
Call our Customer Service team on 1300 930 930 and provide your estimate number

Where do you deliver to?

Alpha Lifecare offers delivery Nationwide. Submit your quote request today via our website to see freight options for your area.

My product is faulty, who do I do next?

If your product is faulty please contact Alpha Lifecare service team on service@alphalifecare.com.au or via our main line on 1300 930 930 option four, at your earliest convenience with your Sales Order number.

Trial Loan

Do Community Care Team members make product recommendations?

It's important to consult with a qualified Occupational Therapist for personalised product recommendations, as they have the expertise to understand your individual needs and circumstances. Team members are available to provide information to help you make informed decisions.

How do I arrange a trial of equipment?

To initiate a product trial, an Occupational Therapist must be involved in the prescription and commencement of the trial. Completing the necessary form found under contact forms is the first step in this process. The Occupational Therapy process typically involves an evaluation of the client's needs, intervention planning, and assessing outcomes.

How long can I trial a product for?

The standard trial duration following an assessment by an Occupational Therapist is typically seven days.

Are there any products that can not be trialled?

Items under $500 in sale value are not available for in home trial.
Please contact our team to arrange to view the products in our showrooms on :

02 9741 1177 or
Communitycare@alphalifecare.com.au

Are the trial products new?

No, the trial prodcuts are selected from our hire fleet.

Can I hire the trial equipment at the end of the seven day trial?

Yes, if you would like to hire the item, please advise the team prior to the end of the seven day and provide your payment details.

Do you offer same day delivery?

Same-day delivery services are contingent on the availability of drivers. When drivers are available, customers can opt for this expedited service, which incurs an additional charge.

NDIS

Is Alpha Lifecare an approved NDIS registered provider?

Yes, Alpha Lifecare is a registered provider to the NDIS scheme.
NDIS Provider Number : 4050087969

Who is eligible for NDIS?

To be eligible for the National Disability Insurance Scheme (NDIS) you must:

be under 65 years of age
be an Australian Citizen , permanent resident or visa holder
meet the disability or early intervention requirements

For those aged 65 years and over you may not be eligible for NDIS but other support is available through Commonwealth Aged Care.

Who can assist me to establish if I am eligible for NDIS Support?

The best resource is the NDIS website

https://www.ndis.gov.au/applying-access-ndis/am-i-eligible

How do I claim through my NDIS Plan?

Please see the link to the NDIS Participation page
https://www.ndis.gov.au/participants

or contact NDIS for further information on 1800 800 110

Are repairs and maintenance for equipment covered through my NDIS plan?

Currently, there is provision for repairs and maintenance charges to be covered within your NDIS budget.

Service

How do I get the item serviced or repaired?

A service or repair can be arranged by completing and submitting a Service Request Form or by calling 02 9714 1100 to schedule a service or repair with our service team.

How often should equipment be serviced?

Generally, we recommend every 12 months unless the item is heavily used, in that case we recommend 6 monthly servicing to ensure the most efficient working order for your equipment.

What details do you require when requesting a service or repair?

You can complete the "Submit a Service Request'' and a detailed description of the issue. It is helpful if you can provide a photo of the item highlighting the issue. Any photos can be uploaded on the submission form. If you have any supporting documentation such as the invoice or delivery docket that would assist the team in locating your order in the system.

Are repairs carried out at no charge within the Warranty period?

Yes, after we have verified that the equipment repair is under warranty. We need to verify the date of purchase, so please provide the invoice details .

What is the standard warranty period?

Warranty periods vary depending on the product. A standard 12-month warranty is common for many items, offering consumers a year of protection against defects or malfunctions. The specific terms and duration of the warranty will be confirmed upon purchase, tailored to the particular equipment acquired.

What if my equipment if outside of the warranty period and needs repairing?

When a product is outside of the warranty period, any repairs needed are not covered by the original warranty terms. In such cases, a quote will be provided for the repair costs. This ensures that the customer is informed of the expenses before any work is commenced. It's important to review the warranty details and understand the coverage period to avoid unexpected repair costs.

Do you carry spare parts?

We maintain a comprehensive inventory of spare parts. To ensure we can offer timely and efficient repair and service to minimise any downtime.