How Projects Work

The first step is to register your project or enquiry. You can make a general enquiry on the Request a Service page, or ring our offices on 1300 663 243 and speak to one of our friendly staff.

If you are registering for a Freedom Wheels customised bike, enter your details on the Freedom Wheels Request a Service page.

For all other projects, please enter your details on the Request an Equipment Service page.

If you are submitting details on behalf of a client or family member, please ensure their current details are correct as information will be sent to the contact details provided.

Once we receive your request, we will send you a guide with information about your project as well information about your rights and responsibilities. If you are an NDIS participant, you will also be sent a Service Agreement you will need to sign and send back to us prior to the project progressing further. This can be completed electronically for quicker response time, or by Australia Post.

Once your services agreement has been received and confirmed, our Project Coordinator / Occupational Therapist (OT) will contact you to discuss it further, usually within 3 - 5 working days of your request or the signed service agreement being received.

Assessing your request

From this initial discussion, our Project Coordinator will determine whether an assessment visit is required. If visit is required, we will work with you to schedule a visit to the location where the equipment is to be used (eg. home, school, workplace). The Project Coordinator will also advise as to whether a Solve engineer should attend the initial assessment to assist you and our OT in identifying the best solution for you.

If you are under 65 or your equipment is being paid for by a funding body (eg. NDIS, Better Start, TAC, etc), there is a onetime assessment fee for this visit. This fee may be able to be claimed back on your plan or through you funding body under ‘Occupational Therapy Hours’. Please discuss any plan(s) and health cover, extras or packages with the Project Coordinator prior to scheduling your assessment to ensure your project is billed correctly. You can also refer to our fee schedule for more information about assessment fees.

If you are self-funding and 65 years or older, there is no assessment fee.

The Project Coordinator will discuss possible solutions with you and your designated support team. Once a solution has been agreed upon, we will generate a quote and send to you, your funding body or plan manager for approval.

For NDIS participants, the quote may need to be submitted to the State-Wide Equipment Program (SWEP) for approval. You can refer to our fee schedule for more information about equipment quotes. To find out more information about how our projects are funded under the NDIS, visit the Solve and the NDIS page.

Making or modifying your equipment

Once we receive quote approval, our Project Coordinator and a Solve engineer will work closely with you and your team to design, make or modify equipment to suit your specific needs.

For more complex projects, the engineer and the Project Coordinator may have to make multiple visits to fine tune the equipment to ensure safety and quality and make sure the equipment is meeting your needs and expectations.

There may be an additional charge for multiple visits.

We recognise changes may occur throughout a project. These may include your physical requirements, health, location or financial situation. These may have an impact on the final product. For more information about how projects work, changing your requirements or discontinuing your project, refer to our Frequently Asked Questions page. If you have any questions at anytime throghout your project, please contact our offices - we work with you!


Page updated: 16 October 2018