Your assistive technology stops working.
Now what?
Do you pay for the repair yourself? Use NDIS funding? Ask the original supplier? Get a quote? Replace the item completely?
When equipment is part of everyday independence, waiting until it breaks before understanding the process can create unnecessary stress.
The practical answer: first work out whether the problem should be handled under warranty, as an NDIS-funded repair or as a replacement. Under current NDIA guidance, smaller repairs can generally be funded through Core supports under Consumables, while major repairs and regular servicing are generally funded through Capital supports under Assistive Technology Repairs and Maintenance. If a repair costs more than $1,500, the NDIA requires a quote before the payment request can be accepted.
Need help with an assistive technology order?
LowCost AT is an Australian NDIS registered provider supporting self-managed, plan-managed and NDIA-managed participants.
Contact LowCost AT NDIS purchasing informationStep one: do not assume the NDIS needs to pay
If the item has failed unexpectedly, start by checking the warranty and your consumer rights.
The NDIA specifically advises participants to keep proof of purchase in case a warranty claim is needed.
If the product was faulty, not of acceptable quality or did not work correctly when supplied, contact the provider who sold it to you.
A funded repair budget should not replace rights you may already have under a manufacturer's warranty or Australian Consumer Law.
Keep these records from the day you buy assistive technology
- tax invoice or receipt;
- product model and serial number;
- warranty information;
- supplier contact details;
- any assessment or recommendation;
- service records;
- previous repair invoices or reports.
How NDIS repair funding works
The NDIA's current guidance says funding for repairs and maintenance is included for assistive technology being used by a participant, with specific repair funding arrangements depending on the type and cost of the repair.
Smaller repairs
The NDIA says funding for small repairs can sit in the Core supports budget under Consumables.
An example given by the NDIA is repairing a tyre puncture.
Major repairs and servicing
Major repairs and regular servicing are generally funded through the Capital supports budget under Assistive Technology Repairs and Maintenance.
If there is money remaining in an assistive technology budget after purchasing equipment, the NDIA also advises that remaining funds may be available for repairs and maintenance of that equipment, subject to the participant's plan and funding arrangements.
Do I need a quote for an NDIS assistive technology repair?
The current threshold is straightforward.
| Repair cost | Current NDIA guidance |
|---|---|
| Under $1,500 | The NDIA says you do not need to provide a quote solely because of the repair cost. |
| More than $1,500 | You need to provide the NDIA with a quote before the payment request can be accepted. |
That does not mean every repair under $1,500 can automatically be claimed from any budget. The repair still needs to relate to appropriate assistive technology and the participant needs to have the relevant funding and claim pathway available.
What if there is not enough repair funding in my plan?
Do not assume the only option is to pay privately.
The NDIA says participants who do not have available funds for an assistive technology repair can contact the NDIA and ask about additional funding for the repair.
The participant can speak with their my NDIS contact or call the NDIA.
If the item is essential for safety or day-to-day functioning, explain that clearly when making contact.
Self-managed, plan-managed and NDIA-managed repairs
| Management type | Typical repair pathway |
|---|---|
| Self-managed | The participant generally pays the repair provider directly and then claims the eligible repair against their plan. |
| Plan-managed | Contact the plan manager to confirm appropriate funding is available, arrange the repair, then send the invoice to the plan manager for payment and claiming. |
| NDIA-managed | Confirm sufficient funding and the appropriate claim pathway with the provider. NDIA-managed supports generally need to be delivered through registered providers where registration is required. |
The exact process can depend on the equipment, budget and participant's plan, so check before authorising an expensive repair.
When should assistive technology be replaced instead?
Repair is not always the sensible outcome.
The NDIA says assistive technology may need to be replaced when:
- it no longer works or repeatedly breaks down;
- it cannot be repaired;
- repair is no longer cost-effective;
- continuing to use it would be unsafe;
- it is no longer the correct size, such as when a child has outgrown equipment.
This is important because repeatedly repairing an item that is no longer fit for purpose may not represent good value.
Replacement is a different process from repair
A broken item does not automatically mean you should buy another one and submit the invoice.
The NDIA says evidence is required when assistive technology needs to be replaced.
You may be asked for evidence such as
- the original invoice or receipt;
- a tax invoice, receipt or report from a repairer;
- information explaining the item's condition;
- information explaining why replacement is more appropriate than repair;
- a letter or short report showing the participant still needs the item and that the need is not expected to change in the next 12 months;
- for assistive technology costing more than $15,000, an assessment from an assistive technology assessor and a quote.
The NDIA says it generally replaces assistive technology that it previously funded or that was funded by another scheme.
What if replacement funding is not already in the plan?
The NDIA says participants who need to replace assistive technology but do not have available replacement funding should contact their my NDIS contact or the NDIA.
The agency can then consider changing the plan to include appropriate replacement funding.
Do this before buying an expensive replacement unless you are certain of the participant's funding and purchasing pathway.
Does the replacement have to be exactly the same?
The replacement needs to match the description and support requirements in the participant's plan.
If the original product has been discontinued, the person's needs have changed or a different model is being considered, advice from an assistive technology advisor or assessor may help establish the appropriate replacement.
This is particularly important where the support is specifically stated in the plan.
What happens to the old equipment?
According to current NDIA guidance, if the NDIS funds replacement assistive technology, the participant may choose to keep the old item, give or sell it to somebody else, return it to the provider or trade it in.
However, the NDIA says it will not typically fund further repairs to an old item after it has funded its replacement.
Maintenance can prevent the repair becoming urgent
One of the most useful changes in the NDIA's current assistive technology guidance is the emphasis on planning maintenance before something goes wrong.
The NDIA recommends creating a maintenance schedule that records what needs servicing, when it needs to happen and who is responsible.
A simple AT maintenance routine
- Read the manufacturer's maintenance instructions
- Know when the warranty expires
- Check equipment regularly for wear or missing parts
- Clean it according to the manufacturer's instructions
- Store it appropriately
- Schedule servicing where required
- Keep records of every service and repair
- Plan what will happen if the item becomes unavailable
Why a backup plan matters
A broken calendar display is inconvenient.
A broken power wheelchair, transfer hoist or another item required for safe daily activity can immediately affect how somebody lives.
The NDIA recommends thinking about a backup plan for periods when important assistive technology is being serviced or repaired.
Depending on the person's needs, the plan might involve temporary equipment, rental equipment, different support-worker arrangements or another safe short-term option.
For essential equipment, do not wait until it fails to decide what the backup will be.
Repair, replace or warranty claim?
| Situation | First pathway to investigate |
|---|---|
| Item was faulty when supplied | Supplier, warranty and consumer-rights pathway |
| Normal small repair | Check available Core/Consumables repair funding |
| Major repair or servicing | Check Capital AT Repairs and Maintenance funding |
| Repair is over $1,500 | Obtain a quote for the NDIA process before payment request |
| Item repeatedly fails or cannot be economically repaired | Investigate replacement pathway and required evidence |
| No repair or replacement funds are available | Contact the NDIA or the participant's my NDIS contact |
What if the broken item is a tablet or smart device?
This requires additional care.
Tablets, smartphones and many smart devices are generally everyday items rather than automatically being NDIS supports.
In some circumstances they may be approved as replacement supports.
If the original device was purchased under a replacement-support approval, do not assume buying another device is automatically covered simply because the first one broke.
Check the original approval, the participant's current plan and the applicable replacement requirements before purchasing.
Read: Replacement supports explained – tablets, smart devices and everyday items under the NDIS
What if I bought the original item from LowCost AT?
Keep your LowCost AT invoice and order details.
If there appears to be a product fault, contact us with the participant or purchaser's details, order number if available, the product name and a clear description of the problem.
Where the issue relates to a warranty, supplier or product-support pathway, these details help us identify the original purchase and work out the appropriate next step.
Have a problem with an item purchased from LowCost AT?
Contact our Australian team with your order details and a description of the issue.
Contact LowCost ATFive things to do before an item breaks
- Save the invoice. Do not rely on being able to find it years later.
- Record the warranty period. Know which problems may still be covered.
- Schedule maintenance. Servicing is easier to manage before the item fails.
- Keep repair records. Repeated repair history may become important if replacement is later considered.
- Create a backup plan. Know what happens if the equipment is unavailable tomorrow.
Our practical recommendation
Treat repair information as part of the purchase, not something to investigate years later.
When you buy assistive technology, keep the invoice, warranty and supplier details together. Understand which budget is expected to cover maintenance. Record servicing. Know who will repair the item. And if the equipment is important for safety or independence, create a backup plan.
If something does fail, start by separating the issue into one of three pathways:
warranty, repair or replacement.
That one decision makes the next steps much easier to understand.
Do not wait for equipment to fail before making a plan
Assistive technology is often part of how somebody communicates, moves, completes daily activities or lives more independently.
Maintenance, repairs and replacement are therefore not an afterthought. They are part of keeping the support usable.
Keep the records. Know the funding pathway. Have a backup plan. And when something changes, check the current NDIA requirements before spending.
NDIS purchasing information Contact LowCost ATFrequently asked questions
Does the NDIS pay for assistive technology repairs?
The NDIS can fund appropriate repairs and maintenance for assistive technology. The applicable budget and process depend on the type and cost of the repair and the participant's plan.
Which NDIS budget pays for small assistive technology repairs?
Current NDIA guidance says small repairs can be funded through the Core supports budget under Consumables. The participant still needs to have appropriate funding available and the repair needs to relate to relevant assistive technology.
Which NDIS budget pays for major assistive technology repairs?
Major repairs and regular servicing are generally funded through the Capital supports budget under Assistive Technology Repairs and Maintenance.
Do I need a quote for an NDIS assistive technology repair?
Under current NDIA guidance, a repair costing more than $1,500 requires a quote before the payment request can be accepted. A repair below $1,500 does not require a quote solely because of its cost.
What happens if I do not have enough NDIS funding for a repair?
The NDIA advises participants without enough available repair funding to contact the NDIA or their my NDIS contact to discuss additional funding for the repair.
When will the NDIS replace assistive technology instead of repairing it?
Replacement may be appropriate when equipment no longer works, repeatedly breaks down, cannot be repaired, is not cost-effective to repair, is unsafe to continue using or is no longer the correct size.
What evidence do I need to replace broken assistive technology?
The NDIA may require an invoice, receipt or repairer's report explaining the item's condition and why replacement is appropriate, along with documentation showing the participant still needs the support. Additional assessment and quote requirements apply to high-cost assistive technology.
Can I use a warranty instead of NDIS repair funding?
Yes, where the problem is covered. Consumer rights apply to assistive technology purchases and participants should keep proof of purchase. Contact the supplier if the product appears faulty or is not of acceptable quality.
Can NDIS funding cover maintenance before equipment breaks?
Yes, appropriate maintenance and regular servicing can be funded. The NDIA recommends keeping a maintenance schedule and service records and following the manufacturer's servicing requirements.
What should I do with old assistive technology after the NDIS funds a replacement?
The NDIA says you may keep it, give or sell it to somebody else, return it to the provider or trade it in. The NDIA will not typically pay for further repairs to the old item after funding its replacement.
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