WHAT DO I NEED TO CHECK BEFORE PLACING MY ORDER?
1 – Check that you have paid the SAS FINANCIAL YEAR ACCESS FEE up to JUNE 30.
2 – Check that you have provided the CAV any updated MEDICARE information.
3 – Check that you have updated the CAV with any change of address or contact details.
4 – Check that you have PREPAID for any requested PARCEL DELIVERY.
5 – Check your supplies – always try to have a month’s supply at hand: in case of emergency.
5 – Check your calendar – if you are placing an order to be issued in the current month
HOW DO I PLACE AN ORDER?
Online, post, email or in person at the CAV.
WHEN SHOULD I PLACE MY ORDER?
Place your order 21 DAYS before you are going to run out of products.
IS THERE A CUT-OFF DATE FOR AN ORDER TO BE ISSUED IN THE CURRENT MONTH?
YES – If you are placing an order to be issued in the current month, get it to the CAV before the 26th of the month. Orders received after the 26th of the month cannot be processed, so you have “lost” your entitlement to SAS products for that month. CAV will process your order as an order to be issued in the subsequent month.
HOW MANY ORDERS CAN I PLACE EACH MONTH?
Clients usually place ONE order each month – 12 per year. An order should include ALL the products you require – bases / bags/ wipes / sprays / seals etc.
CAN I ADD PRODUCTS TO AN ORDER ALREADY PLACED?
NO. Place another order and if you request that for POST then you will need to pay another $14.
HOW MANY PRODUCTS CAN BE ORDERED EACH MONTH?
There are monthly limits applied to every product and certain products, such as support garments (underwear and hernia support belts) that may be limited to as few as 3 per calendar year. CAV volunteers can inform members about relevant quantity limits.
IF I FORGET TO PLACE AN ORDER CAN I THAT MONTH’S SUPPLY BE ORDER LATER?
NO – you missed out on your entitlement for the month in which you forgot to place your order.
CAN I ORDER MORE THAN ONE MONTH’S SUPPLY AT THE SAME TIME?
YES – If you have been enrolled in the SAS for over 6 months
NO – if a CERTIFICATE PB050 form applies to any product or quantity on your order.
DOUBLE MONTH ISSUE. ($21 post charge VIC NSW TAS SA) Every item ordered will be supplied the FULL SAS ENTITLEMENT for both months. You cannot order one type of bag for the first month issue and another type of bag for the second month issue. It is a single month order – doubled.
HOLIDAY ISSUE ($21 for each 2-month issue) CAV can supply UP TO 6 MONTHS SUPPLY as one issue. For a HOLIDAY ISSUE we will allow a mix of closed / drainable bags and a mix of wipes / sprays (e.g., adhesive remover wipes and adhesive remover sprays. Please provide proof of travel when you place your order – a copy of your itinerary will suffice.
CAN I PLACE AN ORDER TO BE DELIVERED TO ME WHILE I’M ON HOLIDAY?
YES – within VIC TAS SA NSW the charge will be $14 per single month issue / $21 per double month issue. For orders delivered to WA, QLD and outlying Australian territories, CAV will need to notify you of the cost, and you will need to pay that from the balance in your PREPAID POST or by credit card before we dispatch your parcel.
NO – to international locations.
HOW LONG WILL IT TAKE TO GET MY SUPPLIES?
Note that the CAV cannot process any order placed for issue from CAV in any future month until that future month has begun. We call them “EARLY ORDERS” and we try to process them as quickly as possible when the month of supply commences.
If you place an “EARLY ORDER” you can expect to collect supplies after the 7th of the supply month and you can expect delivery around the 14th of the supply month.
It takes seven days to process an order at the CAV ready for collection or ready for AUSTRALIA POST. Allow another 7 days for delivery. Our policy is “THINK 7 + 7” for an order dispatched with AUSTRALIA POST.
WHY DID I NOT GET WHAT I ORDERED?
As an agent for MEDICARE and SERVICES AUSTRALIA, we must ensure that quantities supplied are within the limits set by the DHHS and the SAS GUIDELINES. Each association has an APPLIANCE OFFICER who must check each order and adjust as required. When this happens, a note will be written on the packing slip that is provided with each issue of product.
BE CAREFUL – some BARRIER SPRAYS and some of the older WIPES have ANNUAL LIMITS set. If the annual limit for a product is 7 (per calendar year) and you order 1 in every month from January to July, then you have used up your full annual entitlement for ALL BARRIER products. You cannot swap to another barrier product or another association to get more.
WHAT IF I NEED MORE PRODUCT THAN THE SAS WILL PROVIDE PER MONTH?
Access an APPLICATION FOR ADDITIONAL SUPPLIES FORM PB050 – we call it a “CERTIFICATE” It must be completed by a Stomal Therapy Nurse (STN) or a GP and is valid for up to 6 months, at the discretion of the health professional. It is up to you to manage your “CERTIFICATES” in consultation with your STN or GP. CAV does not inform you when your certificate has expired. Keep a diary.
WHAT IF I AM NOT HAPPY WITH CAV SERVICE?
If you have paid the SAS FEE you can transfer to one of the other 19 associations Australia-wide. CAV will not refund any PREPAID POST funds if you are transferring to another association, so we suggest that you stay with CAV until your PREPAID POST BALANCE is near zero, then transfer. If you wish to take the matter up with SERVICES AUSTRALIA, their feedback line number is 1800 132 468.