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TADaid > Frequently Asked Questions
What does the Custom Designed Equipment department do?
TADNSW makes or modifies equipment in situations where commercially accessible items cannot be obtained or are not suitable. The work is performed by skilled volunteers under the supervision of our professional staff, so costs to clients are minimised.
What is meant by 'commercially accessible' devices?
Commercially Accessible items are defined as those that are available from commercial sources. Where an item is not completely suitable, or requires importing, or the cost is prohibitive, we may consider and alternative solution.
Individual solutions often start out with a commercially accessible device that requires modification to suit the client. In other cases there may be nothing available at all, and we will design and construct a specific device from scratch.
What is an ETO (Easy To Order) item?
“Easy To Order” items (ETOs) use established designs developed in such a way that they can be customised using a short list of key dimensions. The designs have emerged over time in response to the needs of and feedback from our clients, their families and therapists. ETO features may vary in the future as they continue to develop.
As a general guide, ETOs suit younger children aged from two to eight. The age guides provided are provided to assist with selecting which device is most suitable for a particular child. However the devices may still be suitable for children outside this range, depending on individual circumstances.
The majority of needs can be satisfied by the predefined small and large sizes offered for most ETOs. The dimensions of each item can also be customised to individual requirements, within the design limits of the device. We strongly recommend that a therapist is involved in this process, to ensure that the most appropriate device and dimensions are selected.
We can generally supply the small and large versions of each ETO faster than those with custom dimensions. We keep a limited supply of partly-assembled small and large devices ready for configuration, whereas custom-sized devices are built from scratch.
What is an RTG (Ready To Go) item?
“Ready To Go” items (RTGs) are devices that TADNSW has provided regularly over time to a fixed design. They address a range of needs, generally relating to young children of up to primary school age.
These devices are easy to request as there is no custom sizing or variation involved. The pricing process is straightforward and the device can be produced with minimal delay once we receive an order.
What is an Individual Solution?
Much of TADNSW’s work involves creating individual solutions to solve specific problems or meet specific client needs. They are created for both children and
adults and assist people in a range of areas, including mobility, access, personal care, daily living, work, education, computer use and recreational activities.
Individual solutions range from quite simple devices or modifications to more complex adaptive technology. Their common feature is that they generally improve the opportunities and/or independence of people with disabilities, as well as assisting their families and carers.
How do I apply for services?
You need to submit a Project Application Form. This can be downloaded and sent in to us. You can also contact our office and we will send you a form. If you have any trouble with the form, we have produced a set of guidelines to help you. We also have made our Consumer Guide available, and we recommend you read through it before you submit your application.
What happens after I submit my application?
Applications are dealt with in the order that they are received. When we receive
your application form, TADNSW staff will review the requirements and process your
application. We will contact you if more information is needed. We will prepare a
quote and send this to you for approval before any work is commenced.
Can I get a quote over the phone?
No, you need to submit a project application to receive a quote. However, we can provide the cost of base versions of ETO and RTG devices for guidance. Our
written quote will provide firm costing for your particular device.
How is a quote produced?
If you are requesting an ETO item, we can generally provide a quote based on the
information you provide on the Project Application Form and the dimension
sheet (see the ETO section for dimension sheets).
For Individual Solutions, more information may be needed. We may be able to
gather all the information required by email and phone. If necessary, we may
arrange an assessment with the client and other relevant people such as their
therapist, family and/or carers. RTG items have a fixed price – please use
the order form to request them.
What can I do to support my application?
The process will generally be much quicker if an appropriate therapist is involved. Photos, measurements and sketches may be very useful for Individual
Solutions requests. These can be emailed to email@example.com.
How can I contact a therapist?
We have a list of some organisations that provide therapist services.
This list is not exhaustive.
What should I do after I receive my quote?
When you receive the quote for your device, please check the details and approve the quote by signing it and returning it to us. If you want to change anything, please amend the details as necessary. If these changes alter the costs, we may reissue the quote.
What if I am applying for funding?
You can use our quote to submit an application to the relevant funding body. Once you have obtained approval for funding, please ensure the payer has also completed the relevant section of the quote.
How is the work performed?
The majority of work on our clients’ projects 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. It is unlikely that the staff member that you initially dealt with
will be involved in the construction of your device.
Can I cancel my application?
You can withdraw your application before you approve the quote, or decline the quote itself when you receive it. If you withdraw your application after we receive your approval to proceed, you may be charged for any expenses that have already been incurred.
What will I be charged for?
TADNSW only charges for the cost of materials, transport and volunteer out-of pocket expenses. We will send the invoice when the completed project is
If I can't afford the solution developed, what options do I have?
Please ask your therapist for more information on possible sources of funding. For more information on possible sources of funding, please contact our Sydney office.
What if I am not satisfied with the final result?
If you feel that the device is not satisfactory, contact our office and we will
try to solve the problem. If the device was supplied as specified, please ensure
that the account has been paid, even if your requirements have changed. If this
is the case, we may need to provide another quote and charge for any
additional expenses involved. If you wish to lodge a complaint, please refer to our Complaint Policy.
What if the client requires a harness for postural support?
TADNSW does not manufacture harnesses or advise on their fitting. However, we do occasionally fit harnesses from The Spastic Centre to a therapist’s prescription. If this is required, the referring therapist will need to source the appropriate harness.
We can fit the harness with the client sitting in the device when it has been
completed. The therapist must be present at this time to give us the appropriate mounting points.
How do I know my own, my child's or my client's personal details are kept secure?
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