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 are loaned to consumers to help them live independently.
The Chemtronics group is a national company established over 30 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.
When the AT item breaks down, a repair is undertaken to fix it. 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 has been introduced to
regularly service some of our AT items to prevent or reduce breakdowns. This
service operates during normal business hours.
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.
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.
As soon as it occurs - the functionality and safety of your AT item is important to SWEP.
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.
Contact SWEP. We will make contact with the original supplier to fix the problem under warranty.
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.
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.
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.
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.
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 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.
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.
SWEP retains ownership of the AT item where SWEP have paid more than 50% of the cost.
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 it.
Contact SWEP and we will organise for the AT item to be collected.
There is no change to the current process. Your AT Practitioner will send SWEP their recommendation and a quote from their preferred supplier.
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