Assistive Technology repairs and maintenance in your plan

If you have Assistive Technology (AT) supports funded in your NDIS plan, then you should also have funding for repairs and maintenance.

At your planning meeting you should discuss the cost of repairs and maintenance of your AT, and make sure you understand how you can use these funds.

Funding for repairs and maintenance can be in two places in your plan.

Consumables budget in CORE

This can be used for repairing or replacing low cost AT or simple repairs (e.g. a wheel puncture) to other AT.

Assistive Technology (AT) budget in CAPITAL

This can be used for other repairs and maintenance.

Some older plans may have repair and maintenance line items to assist.

For high cost repairs to mobility or prosthetic AT, specific funding should be included as a quotable item. For all other repairs, flexible funding should be available in the budget.

Keeping your AT working for you – and preparing for the unexpected

AT usually requires regular maintenance and care to keep it working well and minimise breakdowns. A maintenance schedule should be developed and can be arranged with an AT provider.

Breakdowns and urgent repairs often occur unexpectedly, so participants are encouraged to contact your preferred repair provider whenever you get a new plan, or buy a new item of AT.

Repairing AT damaged in a natural disaster will be classified as an urgent repair. This extends to hiring a replacement item where needed (e.g. the AT is destroyed or significantly damaged) until a more permanent solution is available.

To make it easier when you need assistance, you should:

  • set up a service booking with your provider if your funds are Agency managed OR
  • arrange with your registered plan management provider to create a booking for your repair provider, if plan managed OR
  • have an arrangement (preferably in writing) if you are self-managing your plan.

You are encouraged to consider a ‘back up plan’ if your AT is being repaired or there is a delay in your provider completing the repair; this is really important if you don’t have an alternate support (e.g. a ventilator or transfer hoist).

You should discuss this with your planner or LAC when your plan is being develop, and you could discuss:

  • who to call if you cannot contact your repairer;
  • whether friends or family can assist if needed;
  • access to loan equipment while AT is being repaired.

What to do if you need a repair to your AT supports

1.Contact your AT repair provider

If you hire or lease AT, the organisation who provides it will normally repair your equipment.

If you have purchased AT, you should contact your preferred AT repair provider. 

If you don’t know who to contact you can:

  • Find a registered provider on the myPlace portal or NDIA website
  • Speak to your LAC or Support Coordinator 
  • Contact the NDIA National Call Centre.

2.Get a quote, if required, and arrange how you will pay

You usually need to supply a quote to the NDIA for approval for repairs that cost over $1500 prior to a payment request being accepted by the NDIA. Your planner, or the National Call Centre will discuss when this is required. 

For self-managed participants:

You should pay the provider directly.

Make a claim to be reimbursed for the repairs from your NDIS budget.

If this does not work or there are insufficient funds in your plan, please contact the NDIS National Call Centre on 1800 800 110 to seek a pre-claim authorisation approval. 

Once the authorisation is processed, the NDIS will reimburse you for the total cost of the invoice.

For plan-managed participants:

Your plan manager can make a service booking for the repairs on the myplace portal. They will claim from your plan once they receive an invoice for the completed repairs.

If this does not work, or there are insufficient funds in your plan, your plan manager should call the NDIS National Call Centre on 1800 800 110 to seek a pre-claim authorisation approval. 

Your plan manager will need the participant’s name, NDIS number, and date of birth to gain authorisation.

Once the authorisation is processed, the NDIS will pay your plan manager the cost of the invoice. Your plan manager will then pay for the repairer. 

For agency-managed participants:

The provider can make a service booking for the repairs on the myplace portal. They will claim from your plan once they receive an invoice for the completed repairs.

If this does not work or there is insufficient funds in your plan, your provider should call the NDIS National Call Centre on 1800 800 110 to seek a pre-claim authorisation approval. 

Your provider will need the participant’s name, NDIS number, and date of birth to gain authorisation.

Once the authorisation is processed, the NDIS will pay your provider for the repairs.

3.Have your AT repaired

Your provider can then make repairs to your AT. If a loan or interim AT support is needed while repairs are being done, discuss this with your AT repairer.

If you don’t know whether you have enough budget in your NDIS plan.  Call the NDIA National Call Centre. 

They can help you check your budget, and if necessary give authorisation for payment for urgent repairs.

For more information see our latest news.

Your rights under Australian Consumer Law

Whether you have leased the AT or purchased it, Australian Consumer Law gives you rights if something is wrong with the equipment or supporting services. Read about your consumer rights.  

This page current as of
9 September 2020