COVID-19 Precautions

UPDATED 14th September 2020

We are allowed to remain open during Victorian Stage 4 restrictions as a retailer of "Disability and health equipment, mobility devices".

We continue to review and update our management plan for the current Coronavirus pandemic. This plan is intended to ensure that we are able to continue to provide products and services during this crisis. We have assumed that it is possible for someone with the virus to be assymptomatic but still infectious.

STOCK SUPPLY

Able Living are currently experiencing minimal stock outages. We are in regular contact with our suppliers to update expected date of arrival for items that are not in stock. NOTE! There are many products on our website that are special order only and are not routinely kept in stock.

VISITING A SHOWROOM

Our showrooms remain open and continue to support your equipment needs. To assist us to protect the most vulnerable in our community, please do not enter our showroom, if you:

Have tested positive to Coronavirus and are considered an active case
A close contact of an active case
Have been tested for Coronavirus and awaiting results
Are experiencing any obvious symptoms of the virus, such as fever, coughing or respiratory issues

While visiting our showroom, we require that you:

Wear a mask or face covering in accordance with government requirements
Use hand sanitizer provided upon arrival
Provide your contact details on our visitors log (kept for 28 days in case of a confirmed positive case)
Submit to a temperature check using an infrared thermometer (temp must be less than 37.5 degrees)
Do not attempt to shake hands with our team members
Maintain a safe distance from others (2m+ is best)
Place any hire returns in the designated area
Keep your time in the showroom to a minimum

We will be taking the following precautions in our showrooms:

Daily temperature checks of all staff
Daily staff attestations as per DHHS guidelines
Requiring all team members to be wearing a mask or face covering
Regular disinfection of surfaces such as door handles, counters and eftpos terminals, etc
Using disposable gloves when handling returned hire goods

If you are worried or at high risk from COVID-19, you are able to make a private appointment to our Heidelberg West showroom. For more information about private appointments, click here.

DELIVERIES

Our delivery service will continue as normal. However, please inform us if you fall into any of the following categories:

Have tested positive to Coronavirus and are considered an active case
A close contact of an active case
Have been tested for Coronavirus and awaiting results
Are experiencing any obvious symptoms of the virus, such as fever, coughing or respiratory issues

In these instances, we ask that, where possible, deliveries are delayed to a later date. A no-contact delivery will be required if a delay is not possible.

If you are in a vulnerable category and require a no-contact delivery, please let us know so that we can arrange it for you. We will leave the item near your front door or a nominated alternate location. We can send you a text message to confirm that the delivery has been completed and we have left the area.

Bulky items, such as recliners or beds, cannot be left at the front door as they require installation and setup.

In order to better protect Aged Care residents and patients in hospital, we will deliver products to the facility reception only or to any location designated by the facility. Where required, we will ask physios and OTs to meet us at the reception.

COLLECTIONS

Our collection service is operating under revised conditions with certain areas being visited only on specific days. When you contact us to arrange collection of equipment, we will inform you of the next scheduled day that we are visiting your area. You will receive a call on the evening prior to confirm the collection and provide an approximate time window.

We are currently unable to collect equipment from homes that have occupants that meet any of the high risk criteria above.

NOTE! Any delays in collection of equipment will not affect hire fees paid. Hire fees will end when the collection is requested.

TRIALS & DEMONSTRATIONS

We are continuing to provide products for trial but are making some changes to our process to better protect our customers:

Therapists should consider whether a trial with the client present is actually required. Are there other ways to determine the suitability of the product?
We encourage therapists to collect products from one of our showrooms where practical.
Where an onsite trial is required, our representative will provide the products to the therapist at the front door or reception and will not enter the site, unless this is impractical (such as bulky or complex items).
Where our representative must be present during the trial, we encourage holding the trial outdoors in a carport, garage or other undercover area (subject to client mobility and weather).
Should any required attendee develop flu-like symptoms leading up to the trial, it would immediately be postponed and rescheduled for a later date.

PRODUCT RETURNS

As of 1^st April 2020, “change of mind” returns have been temporarily suspended due to the COVID-19 crisis. This is to safeguard our customers and our team from the risk of infection. Faulty products can still be returned within the warranty period in accordance with consumer guarantees under Australian Consumer Law.

Thank you for your support of these measures. We are taking our responsibility of protecting the most vulnerable in the community seriously. We will continue to monitor the situation and will amend our response as the situation or the government dictates.

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