Independence Australia (Head Office)

Great company to do business with. Their service is excellent. Once I place an order, it will be delivered speedily, and free of postage, if the order is over $50. Highly recommended.

My order is always dispatched quickly. It's always timely and correct. I can order everything I need for my NGT bub from the one place and the free shipping above $50 is great.

Disappointed they don't do public sales there. They do, do on line and this service is brilliant.

Great website, easy to navigate. Ordering system very easy on the website and very quick delivery.

Been a client of Independence Australia for a number of years now and always find that service & delivery is excellent. Good range of products.

Great service fair prices extremely quick delivery service. Highly recommend company for medical supplies

I ordered on Monday, the price was around 10% less than some other places, and received the order on Wednesday - in Canberra.
I really didn't expect that level of service.

I am very happy with Independence Australia, I have had many products from them and of the highest quality. Might I also add the delivery service is fantastic. They also have everything you could possibly need. My favourite store as I have a very ill husband who needs a lot of home care. Thank you Independence.
ColleenTaylor

Quality control recordings should be done on phone orders due to some staff members needing more training in customer service eg.misinformation, slowness and very poor approach to dealing with customer complaints - handled antagonistically, speaking over the top of the customer before deliberately hanging up!

Terrible service

Waiting for an order, call to see where it is. I was told it is in stock and will be there in 1 to 2 days. (twice over 3 days)

In the mean time, placed a separate order, this order arrived.

First order still has not arrived. Called back they tell me it's quicker to wait for the first order rather than them placing another order.

Clearly not!

Service is always friendly and helpful and the staff are knowledgeable and able to give accurate advice and refer where they cannot assist. Overall a really good support for those with a disability.

It took me a long time to get there. It was a rainy day and my first time there. However, it took me 3 hours there, but 1 and half hours back home and in peak hour traffic as well

The Support Workers are mostly excellent. Unfortunately, the Management lets the organisation down. Very hard to get onto and not responding to inquiries, even after repeated promises to do so. Very disappointing. As a long time user of their support services, I have seen a lot of changes. After 25 years, I am now looking at other Service Providers.

Update.
Having now left IA and getting services with another provider, I am still not finished having problems with them.
Now that I am on the NDIS and self-managing, I received my first invoice for care provided. An obscure invoice for 4 shifts in January. Considering I began with the NDIS in October, if they can't get their billing right, they will go broke.
I am also trying to resolve issues with my late father's account where they believe he owes a substantial amount of money.
My advice is to check your invoices and statements carefully.
Positive comments for the Independence Solutions store are deserved. They do a good job and I still use them.

Thank you we have had great service. I was just concerned about potentially including a lady on the service desk as I would wonder if a lady with incontinence issues would find it intimidating. Just a thought but keep up the great work and service.

Update - Kylie is not the issue, the staff simply apologise all the time as their chosen customer service male person simply refuses to assist with what's deemed by TAC to be a multi faceted supply. **** ORIGINAL POST **** Run. Don't hide. Don't use. IA don't return phone calls. We were a new client, to speak with a dedicated person and referred onto continence nurse. As a TAC preferred supplier, you simply cannot get a hold of their TAC staff members. Whilst other staff are sympathetic of trying to get a hold of the TAC team member, as to why Independence Australia TAC person refuses to return calls, I don't know. Three months of trying. We now use another supplier. The other supplier provides expertise with continence nurse, disability equipment and other disability services. TAC acknowledges issues with IA, referring us onto another company who's committed to assisting clients in need.

Very good medical/ first aid place we got wound dressings here. They arrived the same day as purchase day really good