X-Tremity Prosthetics and Orthotics Pty Ltd
95 Plunkett Street, Nowra, NSW 2541 Phone: 0422 034 078
Email: reception@x-tremity.com
Website: www.x-tremity.com
ABN: 11 622 857 005
To our wonderful X-Tremity clients,
As you may be aware, the NDIS are taking unprecedented lengths of time to respond to prosthetics and orthotics funding approval requests. Their guidelines state they are required to make a decision about low and mid cost assistive technology requests within 28 days and 50 days for high cost requests. We are aware of multiple situations where this time frame has been exceeded, in some cases, quite significantly. We find this completely unacceptable and have since contacted them to chase this up and complain about the appalling wait time.
This issue with the NDIS not meeting their approval request timeframes is not limited to X-Tremity clients. Similar experiences have been reported by other prosthetics and orthotics providers throughout Australia. Our professional governing body, the Australian Orthotic Prosthetic Association (AOPA), is aware of the situation and, in February, had discussions about this very issue with both the NDIS and with the Minister for the NDIS, Bill Shorten (see below). We have been informed that a “focused effort to progress AT requests” is being made, however we are yet to see any progression on outstanding requests.
We have contacted the NDIS directly regarding each individual outstanding approval request, in an effort to expedite the request. However, we have been told that, despite the fact that we are your prosthetic provider and have submitted the funding request on your behalf, we must have your written consent to be able to discuss your case and anything regarding to it. While this seems pretty ridiculous, in order to play the game and hopefully speed up your approval process, we have to follow their rules.
To aid the progression of your approval request, there are a couple of roads we can go down.
You may consider calling the NDIS to complain about this wait time yourself. A complaint coming directly from a participant such as yourself may hold some weight and help the NDIS to progress your funding request. You can do this via the following:
- by phone (1800 800 110) or email (enquiries@ndis.gov.au)
- through your support coordinator or plan manager (if applicable);
- by emailing the Minister for NDIS (minister@servicesaustralia.gov.au);
If you require copies of approval requests to aid you, please do not hesitate to contact us by email or phone.
If you are willing, you can give your consent for us to speak and act on behalf of you and your case simply to give the NDIS a push and have them give us an answer as to whether they will fund your request. You can do so by clicking the button below this letter and completing and returning their Consent for your NDIS information form.
Please know that we only wish to help so, if you would rather that we do not act on your behalf or you have any reservations about this matter in any way, please let us know and we will leave it be.
If you would like to discuss this matter with us further, you are welcome to contact us by email (reception@x-tremity.com) or by phone (0422 034 078).
Here's to hoping that we can get an answer for you soon!
Kind Regards,
The X-Tremity Prosthetics & Orthotics Team
View or download a PDF version of this letter here.
View and download the NDIS’ Consent for your NDIS information form here.