Repairs and Spare Parts Policy

1. Purpose

This policy sets out the terms under which Coastcare Medical provides repair services and supplies spare parts. It aims to ensure:

• All repairs meet applicable Australian safety standards.
• Customers are fully informed of costs, timeframes, and requirements before work commences.
• Coastcare Medical operates efficiently and avoids unnecessary costs in sourcing and fitting parts.

2. Scope

This policy applies to:

• Repairs to hire and sales equipment supplied by Coastcare Medical.
• Requests for spare parts from both existing and external customers.

3. Spare Parts Policy

3.1 Standard Parts Supply

Coastcare Medical will supply spare parts only in the following circumstances:

• Standard items: Walker wheels and replacement grips/handles for equipment sold or hired by Coastcare.
• Approved equipment: Parts for products sold, hired, or otherwise supplied by Coastcare Medical.

3.2 Non-Approved Equipment

• Parts will not be supplied or fitted to equipment from suppliers with whom Coastcare Medical does not have a commercial relationship.
• Customers will be offered an alternative product from Coastcare’s current sales range instead.

3.3 External Client Parts Requests

If an external customer requests parts for equipment from a supplier we deal with:

1. The item must be delivered to the Carrum Downs branch (preferred) or another approved location.
2. A Safety Check/Appraisal Fee will be charged before any work is undertaken:
   • Current fee: $80.00 + GST (non-refundable).
   • Covers inspection, diagnosis, and parts sourcing.
3. Parts will only be ordered if:
   • Coastcare can perform a full safety check, order, and fit the parts.
   • The repair can be guaranteed for a minimum of 30 days and up to 3 months, depending on the work.
4. Customers will receive a written quote for parts and labour, which must be approved in writing before ordering or fitting.
5. Verbal approvals will not be accepted.

4. Repairs Policy

4.1 Call-Out Fees

• A call-out fee applies to all repair services.
• Covers technician travel and the first 15 minutes of onsite labour.
• Fees start from $95.00, varying by distance and repair complexity.
• Must be paid before the technician’s visit.
• Minor adjustments (e.g., brake tuning) may be completed within this initial time.

4.2 Warranty Repairs

• If the repair is deemed a warranty matter, all technician expenses will be refunded in full.

4.3 Service Types

Coastcare Medical offers:

• Preventative maintenance
• Servicing and repairs
• Test and tag services

We service a wide range of equipment, including scooters, recliners, hoists, hospital beds, and other mobility and care devices.

4.4 Quotes and Approval

• All repair jobs will receive a written quote before work is carried out.
• Repairs will only proceed once written approval is received.
• If written approval is not provided, no work will be undertaken.

4.5 Payment and Release of Goods

• All repair invoices must be paid in full before goods are released.
• If a customer chooses not to proceed after the safety check, Coastcare Medical will retain the appraisal fee and may also charge a call-out fee if applicable.

4.6 Distance and Service Area

• Customers are responsible for delivering and collecting equipment from Coastcare Medical locations unless otherwise agreed in writing.
• Coastcare Medical generally does not offer collection or delivery for repairs due to high costs.
• We reserve the right to refuse repairs outside our service area.

4.7 Right to Refuse Repairs

Coastcare Medical may refuse any repair request at its discretion, including:

• Equipment deemed unsafe or beyond economical repair.
• Repairs involving parts from non-approved suppliers.
• Repairs where costs or travel requirements are excessive.

5. Consumer Rights

Nothing in this policy excludes or limits your rights under the Australian Consumer Law, including guarantees for acceptable quality, fitness for purpose, and reasonable timeframes for service.