Loading
Call us on
1300 747 937

What is the SWEP Repairs & Maintenance Initiative?

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

SWEP has a long-standing repairs and maintenance contract with Chemtronics Direct, who will send a technician to repair your equipment.


What is the difference between repairs and maintenance?

When the equipment breaks down, a repair is undertaken to fix it.

A Preventative Maintenance Program regularly services certain categories of equipment to prevent or reduce breakdowns. This service operates during normal business hours.


What should you do if your equipment breaks down or requires maintenance?

Phone: 1300 PH SWEP (1300 747 937) Option '1', and one of our friendly staff will organise to get the equipment repaired for you.

SWEP and Chemtronics provide an emergency after-hours service 24 hours per day, every day of the year including public holidays, if it has been agreed by SWEP that the equipment needs to be fixed straight away.

When you call 1300 747 937 outside of business hours, you will be directed to our after-hours emergency service which is manned by SWEP staff.


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

As soon as it occurs, the functionality and safety of your equipment is important to SWEP.
You will need to transfer out of your equipment for the repair to occur.

If your equipment is still under warranty, SWEP will contact the original supplier to fix the problem under warranty.


How quickly will the repair be arranged?

Our staff will discuss with you how urgently the repair needs to be done; the response for the repair will depend on your living arrangements including carer support and how dependent you are on the equipment.

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


What happens if the AT equipment 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 to assess your equipment for repair.  

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

If you are in another State and SWEP equipment breaks down, we will do our best to assist you in finding an interstate repairer to fix the equipment. 


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

Sometimes Chemtronics will not be able to fix the equipment at your home due to availability of replacement parts or access to specialised equipment repairers.

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


Can I borrow equipment from SWEP whilst repairs are undertaken?

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

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


What happens if the equipment is not repairable, or SWEP determines that it is no longer cost-effective to repair it?

If the equipment is not able to be repaired or if it is more cost-effective long term to purchase new equipment, SWEP will contact you by phone to discuss your options. 

If Chemtronics has refurbished replacement equipment that your AT Practitioner agrees is suitable and safe for you to use, SWEP will reissue this to you. 

If refurbished replacement equipment is not suitable your AT Practitioner will need to complete an assessment and submit a new application to SWEP on your behalf.   

If you wish to keep the old equipment, you can ask to have ownership transferred to you from SWEP.   We will only agree to this if the item is in good condition and continues to be safe for use.    If ownership of the equipment is transferred, you will be responsible for the ongoing cost of maintenance and repairs to the equipment and disposal when no longer required.   


What should I do if I want a different repairer to fix the equipment?

SWEP has an exclusive contract for repairs and maintenance with Chemtronics.   If you choose to use your preferred repairer, we will transfer ownership of the equipment to you, and you will be responsible for payment of the repairs yourself. 

SWEP does not pay for repairs to equipment not owned by SWEP and is not responsible for maintaining it. 

 

What should I do if I no longer need the equipment on loan from SWEP?

If the equipment has an orange or white asset label with a barcode this means the item is returnable to SWEP. 

Please contact SWEP and we will arrange collection at no cost to you.  

SWEP does not collect low-cost equipment (no asset label affixed).  We will advise you if we are unable to assist with collection or disposal of equipment you no longer need. 


Repair Exclusions?

The repair of tubing or tyres for scooters and wheelchairs is your responsibility. Your equipment 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 tubing or tyres however this repair will be at your own cost.


Modifications to Equipment

If you require modifications to the equipment you are using, your AT Practitioner will need to send SWEP their recommendation and a quote from their preferred Supplier to undertake the modifications. 


What are my responsibilities towards the AT item?

SWEP retains ownership of the AT equipment where SWEP have paid more than 50% of the cost.
By accepting equipment from SWEP, you agree:
  • The equipment 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 equipment in good order and repair
  • The equipment is provided for your use only
  • You cannot re-lend the equipment or give or sell it to anyone else
  • You cannot modify or use the equipment inappropriately

If a SWEP consumer becomes a NDIS Participant, they can assume ownership of the SWEP equipment however, the costs of repairs and maintenance will need to be paid for using NDIS plan funds.

What if I am a NDIS Participant?

If you are a NDIS Participant and require repairs or maintenance to your equipment, please visit the SLA website here or phone 1800 995 009.



 
© 2021 State-wide Equipment Program (SWEP). All rights reserved.
Staff Login    Privacy Policy    Disclaimer    Contact Us    Website by 61 Design