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Repairs and Reissue FAQ

What is the SWEP Repairs & Maintenance Initiative?

The State-wide Equipment Program (SWEP) owns over 30,000 Assistive Technology (AT) items. SWEP is responsible for the maintenance and repair of these AT items, which is loaned to consumers to help them live independently.


Who is Chemtronics Direct?

The Chemtronics group is a national company established 33 years ago, which also carries out work for a large number of healthcare facilities, such as the Australian Defence Force and Ambulance Services.

Chemtronics is owned by Cabrini Health and currently manages, monitors and maintains over 250,000 assets across Australia and New Zealand, including AT items that are provided by SWEP. Chemtronics has an outstanding record of service.


What is the difference between repairs and maintenance?

When the AT item breaks down, a repair is undertaken to fix the AT item. This service is operational 24 hours per day, every day, including public holidays if it has been agreed by SWEP that the AT item needs to be fixed straight away.

A Preventative Maintenance Program is being introduced to regularly service some of our AT items to prevent or reduce breakdowns. This service will operate during normal business hours.


What do I do if the AT item I am using breaks down?

Phone: 1300 PH SWEP (1300 747 937), press '1', and one of the SWEP staff will organise to get the AT item repaired for you. SWEP and Chemtronics provide an emergency After-hours service 24 hours per day, every day of the year including public holidays. 

When you call 1300 PH SWEP (1300 747 937) outside of business hours, you will be directed to the After-hours Emergency Service which is manned by SWEP staff.


Does SWEP repair tubing or tyres for scooters and wheelchairs?

No. The repair of tubing or tyres is the responsibility of the SWEP consumer. Your supplier may know of a repair service if you are having difficulty finding one. You can also contact SWEP who will arrange for Chemtronics to repair the item - this repair will be at a cost to the consumer.


When should I report a breakdown or intermittent fault with my AT item?

As soon as it occurs - the functionality and safety of your AT item is important to SWEP.


Who do I tell if I need help to transfer out of the AT item while it is getting fixed?

If you are unable to transfer independently, or make arrangements for family or a carer to assist you, let SWEP know when you report the breakdown.


What do I do if AT item I am using breaks down and is still under warranty?

Contact SWEP. We will make contact with the original supplier to fix the problem under warranty.


How quickly will the repair be arranged?

You will be able to discuss how urgently the repair needs to be done; the response time to repair the AT item will depend on your living arrangements including carer support and how dependent you are on the AT item.

Repairs are prioritised to ensure that absolutely urgent repairs can be done in the quickest time possible.


What happens if the AT item I am using breaks down when I am not at home?

When it is not possible for you to get home safely, SWEP will arrange for Chemtronics to come to wherever you are within Victoria.

Chemtronics is not able to make travel arrangements for you, so you may need to call either family or a taxi to get you home.

If you are in another State and a SWEP AT item breaks down, SWEP will organise for an interstate repairer to fix the AT item for you.


What happens if Chemtronics can't repair the AT item at my home?

Sometimes Chemtronics will need access to either special AT item repairers or replacement parts and will not be able to fix the AT item at your home.

When this happens, Chemtronics will get the AT item repaired and returned to you as quickly as possible.


Can I borrow an AT item from SWEP if the AT item cannot be repaired at my home?

SWEP will talk to you about how much you depend on the AT item and whether we have the same AT item available in our reissue inventory for short term loan.

SWEP is unable to lend you an AT item if it is not the same as what you are using without the advice of your AT Practitioner.


What happens if SWEP determines that it is not cost-effective to repair the AT item?

If it is more cost effective long term to purchase a new AT item, Chemtronics will contact you by phone to discuss your options. If Chemtronics has a replacement item that your AT Practitioner agrees is suitable and safe for you to use, SWEP will reissue the AT item to you. If a reissue AT item is not suitable you can then submit a new application to SWEP for a new AT item. Your AT Practitioner will need to reassess you and once all the necessary paperwork has been received by SWEP there should be no wait for funding for the replacement AT item.

If you wish to keep the AT item you can ask to have ownership of the AT item transferred to you from SWEP. This will mean that you will be responsible for the maintenance and repairs of the AT item, as well as any costs incurred.


What happens if my AT item is not repairable?

If your AT item is not able to be repaired, Chemtronics will contact you by phone to discuss your options. If Chemtronics has a replacement AT item that your AT Practitioner agrees is suitable and safe for you to use, SWEP will reissue the AT item to you. If a reissue AT item is not suitable you can then submit a new application to SWEP for a new AT item. Your AT Practitioner will need to reassess you and once all the necessary paperwork has been received by SWEP there should be no wait for funding for the replacement AT item.


What if I contributed to the cost of the AT item?

SWEP retains ownership of the AT item where SWEP have paid more than 50% of the cost of the AT item.


What do I do if I don't want SWEP's contracted repairer to fix the AT item?

You should advise SWEP as soon as possible so that ownership of the AT item is transferred to you. You can use your preferred repairer, and you will be responsible for paying for the repairs yourself.

SWEP does not pay for repairs to an AT item not owned by SWEP, and is not responsible for maintaining this AT item.


What do I do if I don't need the AT item I have on loan from SWEP?

Contact SWEP and we will organise for the AT item to be collected.


What if I need to have modifications done to the AT item that I am using?

There is no change to the current process. Your AT Practitioner will send SWEP their recommendation and a quote from their preferred supplier.


What are my responsibilities towards the AT item?

By accepting an AT item from SWEP, you agree:
  • The AT item is issued on a loan basis for as long as you need it unless you pay more than 50% towards the cost
  • To keep the AT item in good order and repair
  • The AT item is provided for your use only
  • You cannot re-lend the AT item or give or sell it to anyone else
  • You cannot modify or use the AT item inappropriately


How do I provide feedback or make a complaint?

Feedback can be provided in the following ways:

  • Fill in a feedback form available from our website http://swep.bhs.org.au/ or by contacting us and we can send the form to you.
  • Call our Customer Service line on 1300 PH SWEP (1300 747 937) or (03) 5333 8100. If you require an interpreter, or have a hearing or speech impediment, we can assist by accessing the Victorian Telephone Interpreting & Translating Service or National Relay Service.
  • Write to us at: P.O. Box 1993, Bakery Hill, Vic 3354
  • Email us at swep@bhs.org.au
  • Send a fax to 03 5333 8111

 

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