1300 663 243
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FAQ

How do I access TAD services?

To use our services you can:
  • fill out a form online

here

  • download a PDF

here.

  • call us and ask us to send you a form

1300 663 243

We can help you fill out the form over the phone.

What happens next?

Once we have your enquiry form, we will give you a quote.
When the quote is approved, we will give your project to one of our volunteers.
Your job will be given to the volunteer with the right skills.
We will let you know how long your project will take.

Can I get a quote over the phone?

We can tell you what the price might be over the phone.
This price can change depending on the:

  • size of the equipment you need
  • options you might choose to include.
Our quote will change once we know exactly what the project needs.
Some of our products are custom-made so we cannot give you a price on the phone, this includes:

  • Unique Solutions
  • Freedom Wheels.
Once we know what the solutions will be, we can give you a price as soon as possible.

What should I do after I am given a quote?

When you get the quote, please check it carefully.
If you are happy with it, please sign the quote and return it to us.
You can make changes to the quote if you need to and return it to us.
If your changes affect the price, we will send you a new quote.

What if I am trying to get funding?

They can also contact us in an email or a letter.

You can use our quote to apply for funding from:

  • the NDIS
  • another funding scheme.
There is a section in the quote for them to sign to show the quote is approved.
They must use the reference number on the quote when they contact us.

How is the work done?

When you give us your approval for the project we will start the work.
Your project will have one main contact person – your Project Coordinator.
Your Project Coordinator can:
  • contact the volunteer for you
  • give you updates along the way.
We will give your project to a volunteer who will do the work.
They might contact or visit you to find out more about what you need.

What if the client needs a harness?

We don’t make harnesses or give people advice about fitting them.
We can supply and fit a harness to match your therapist’s instructions.
We can fit the harness with the client sitting in the product.
The therapist must be present at the time of fitting.

Can I cancel my order?

You can cancel your order before you approve your quote.
You can decline the quote when you receive it.
If you cancel your order after you have approved your quote, we will charge you for any costs up to that time.

How do I make a complaint?

Call 1300 663 243 or email info@tad.org.au

We will work hard to give you the best result for your project.
If you are not happy with our work, please contact our office. We will try to solve the problem.
Your Project Coordinator is usually the best person to talk to.
Complaints should be reported as soon as possible.
We can help you fill in a Feedback/Complaint form.
A staff member or manager will work with you to:
  • talk about the problem
  • find a solution you are happy with.
We take all the complaints we get seriously.
We will respond to all complaints as quickly as possible.
If a staff member can’t fix your problem, you can speak to a manager.
If you are not happy with how we handle your complaint you can contact the Complaints Resolution and Referral Service.

1800 880 052

We keep the details of complaints we get confidential – we won’t talk about it with anyone.
No complaints will affect how you use our services in the future.
You can also read our feedback and complaints policy. [link]

How does TAD protect my privacy?

We protect your right to:

  • privacy
  • dignity
  • confidentiality.
We follow all federal, state and local laws.
We uphold the principles of the NSW Disability Services Act and Standards and our Standards Policies.
When you use our services, we will give your information to the volunteer who is given your project.
We may talk to your therapist about your project if we need to.
We won’t share your information with anyone else outside TAD.

How do I access TAD’s services?

Please submit an enquiry form online or a pdf version available below. You can also contact us on 02 9912 3400 and we will send you a form or complete it over the phone.

Unique Solutions Form

Freedom Wheels Form

Adaptable Solutions Form

How do I complete the enquiry form?

The enquiry form helps our therapy and volunteer team review your request to make sure we can legally complete the project, it is safe and we have skilled volunteers in your area. We will also refer you to another supplier if there is a commercial solution available.

This way we can give you a quick answer about whether a Unique Solution or Freedom Wheels bike is suitable for you or your child.

If everything looks ok we will arrange an assessment as needed and go from there to achieve your goal!

Please call us on 02 9912 3400 and we can complete the form with you over the phone.

Alternatively you can complete the form online here, complete a pdf version form below and email or post it to us.

Unique Solutions Form

Freedom Wheels Form

Adaptable Solutions Form

What happens after I submit my enquiry?

Adaptable Solutions
We will provide a quote to you for the cost of the solution and any customisation.  Once approved, we will assign your solution request to a volunteer and let you know what the delivery time-frame will be.

Unique Solutions
Your goal and challenges will be reviewed by our therapist and volunteer who will determine if it’s a project we can do and if we have a volunteer who can take the project on.

A volunteer with the right skills will be assigned and will visit if needed. There is no cost for this step. After working out a solution with you and what materials are required we will provide a quote.

A quote will be provided which can be used to secure funding form the NDIS or other funding schemes. If you do not have access to funding a subsidised quote will be provided. We can subsidise the cost of the projects thanks to support from grant funders, organisations and individual donors. The price for Unique Solutions project will depend on the complexity of the project and the materials required.

Your project will be built and brought to you for testing. Sometime a prototype (or a few) will be made first to try out and then a final made form the correct materials when the design is confirmed as successful. Then you can achieve your goal!

Freedom Wheels

When you have completed the online form we will contact you to arrange a suitable time for an obligation-free, complimentary assessment.

Our Occupational Therapist will consider your child’s needs and design a suitable “trial bike”, then assess how your child is riding and make any necessary adjustments.

We will provide a quote to help you secure funding from the NDIS or other funding schemes, or we can subsidise the cost of your bike thanks to our generous supporters.

Your brand-new Freedom Wheels bike will be constructed at our workshop and checked over by a therapist. Your child’s bike will be delivered within 6-8 weeks.

Can I get a quote over the phone?

We can give you a price indication for the Adaptable Solutions range over the phone. This price will change depending on the size and extra options selected and we’ll provide a quote to you once we know your child’s exact needs.

Unique Solutions and Freedom Wheels are custom-made to order so it is not possible to provide this information over the phone. Once we know what the solution will be we’ll get a quote out to you as soon as possible!

 

What should I do after I receive my quote?

When you receive the quote for your solution, please check the details and approve the quote by signing it and returning it to us or sending us an email accepting the quote and include the quote number. If you want to change anything, please amend the details as necessary. If these changes alter the costs, we get an updated quote to you.

What if I am applying for funding?

You can use our quote to submit an application to the relevant funding body including the NDIS. There is a section for them to sign to approve the quote, or they can send an email or letter referencing the quote number.

How is the work performed?

The majority of work is performed by our skilled volunteers. After your approval to proceed has been received, we allocate the job to a volunteer with the appropriate skills to complete the work. In some cases, the volunteer may contact you to get more information and/or arrange to visit you.

You will have a single contact person at TAD, your Project Coordinator, to assist you along the way who can get in touch with the volunteer as needed and give you updates along the way.

What if the client requires a harness for postural support?

TAD does not manufacture harnesses or advise on their fitting. However, we can supply and fit a harness to your therapist’s prescription. We can fit the harness with the client sitting in the solution when it has been completed. The therapist must be present at this time to provide the appropriate mounting points.

Can I cancel my solution?

You can withdraw your interest before you receive the quote, or decline the quote itself. If you withdraw after we receive your approval to proceed, you will be charged for any expenses that have already been incurred.

What if I am not satisfied with the final result?

Our solutions often require prototyping and testing and our volunteers will work with you to ensure a great outcome.  If you are not satisfied with the final solution, please contact our office and we will try to solve the problem.

If you wish to lodge a complaint, please refer to: How do I make a complaint?

 

How do I make a complaint?

A person you feel comfortable with will work with you to sort out any concerns you may have.

Any service user, volunteer or member of the community has the right to make a complaint.

What should I do?

  1. Tell someone at TAD about your complaint or concern.
    Often your Project Coordinator is the best person to talk to as they are familiar with your TAD enquiry.  Call 1300 663 243 or email info@tad.org.au. Concerns should be raised as soon as possible and if needed we will help you fill in a Feedback/Complaint form.
  1. A staff member or manager will talk to you about the problem and work with you to identify a solution you are happy with.

TAD staff consider all complaints seriously and respond to them as quickly as possible.

If the problem can’t be fixed by a staff member, your enquiry can be escalated to a manager.

If you are not happy with the way a complaint has been managed or are not happy with the resolution, there are external services like the Complaints Resolution and Referral Service (Ph:1800 880 052) who can offer further assistance.

Please talk to one of our staff if you would like more information. All complaints or concerns raised in regards to TAD services or staff are kept confidential and will not impact on an individual’s future involvement with the service.

Following each project we will email a short survey to you asking how we did. This takes a few minutes and is so valuable for us to keep improving our service to you.

Please see our full feedback and complaints policy here

How do I leave a compliment?

You can email us at anytime with any feedback to either your Project Coordinator or info@tad.org.au.

Following each project we will email a short survey to you asking how we did. This takes a few minutes and is so valuable for us to keep improving our service to you.

How do I leave a message to the volunteer that built my project?

Our volunteers love to hear how the project is helping you or your child achieve new goals!

You can email us at anytime with a message to your volunteer to either your Project Coordinator or info@tad.org.au.

Following each project we will email a short survey to you asking how we did. This takes a few minutes and is so valuable for us to keep improving our service to you.

There is a space to leave a message for a volunteer and we will pass the message on!

How does TAD keep my information private?

TAD promotes and upholds an individual’s right to privacy, dignity and confidentiality and seek to ensure compliance with all federal state and local laws. TAD is committed to upholding the principles of the NSW Disability Services Act and Standards and TAD’s Standards Policies.

When accessing TAD’s services, TAD staff will share your information, with your permission, with the volunteer assigned to design and build your solution. We may also discuss your solution with your referring therapist if applicable.

TAD does not swap or sell supporter contact information with other charities for fundraising purposes. At TAD we respect our loyal supporters and will never share donor information with a third party.

Please see our full privacy policy here

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