Frequently Asked Questions

Go to our advisory page for help with advice requests.

The priority system implemented by the Ministry in March 2024 was put in place to ensure those who have the most urgent need can continue to access equipment and modification services.

When completing a service request, a prioritisation form is required to be submitted to determine whether a request for a disabled person falls under priority one or priority two.

This does NOT apply to service requests for Band 1 equipment.

Service requests for priority two equipment and modifications will be placed on a waitlist until funds are available.

Once you submit an advice request, our Professional Advisory Team will contact you within 10 to 15 working days. You can see current advice review times here on our assessor page.

Our team may request further information or clarification of the details provided in the advice request. For information on what to include in an advice request, go to our advisory resources page.

They will work with you to determine the most appropriate, cost effective solution for your client and discuss eligibility and criteria with you. Once a solution has been agreed between assessor and adviser, you will be requested to submit a service request.

Our customer support team will process your service request within five working days. This may be longer if they need to clarify information with you or the professional advisory team. You can see current processing times on our assessor information page.

Once the service request has been processed, you will be notified. If the service request is for trial equipment, you will be sent a trial approval form to give the supplier.

Band 1 equipment will be delivered within five working days. Band 2, 3 non list or write in equipment may take longer, depending on the complexity and availability of supply.

In some circumstances, you submit a service request for trial of equipment.

• Once the trial is approved you will receive a trial approval email.
• If you add equipment items to a trial you MUST update the trial service request. If this is not done we are unable to issue a purchase order to the supplier should the equipment be successful.
• The maximum trial length is 20 days unless arrangements have been made with the supplier.
• You must update the trial outcome regardless of whether it is successful or not. If you do not update an unsuccessful trial the item will be held on the client's record. If you do not update a successful trial, the supplier will not be paid.
• We cannot issue purchase orders for any damaged or lost trial items.

Arrangements for supply and collection are between the assessor and supplier.