COLOSTOMY ASSOCIATION OF VICTORIA Inc. – MEMBER PORTAL TERMS & CONDITIONS (June 2026)

Welcome to the CAV Members Portal by The Colostomy Association of Victoria Inc.

CAV provides this service to users subject to the following conditions. If you use this site, you accept these conditions. Please read them carefully.

1. ELIGIBILITY

1. The CAV Member Portal is offered to any current member of the Colostomy Association of Victoria (CAV) who has read and understood Instruction 1 of the CAV Member Portal Instructions, and who can meet all financial responsibilities as outlined in Section 6 of these CAV Member Portal Terms & Conditions.
2. Any permitted individual acting on behalf of a current member, who meets the same conditions as above, can register the member for, use, or assist a member to use a CAV Member’s Portal Account – any email can be used.
3. CAV will only provide portal access credentials to the CAV member or a confirmed, authorised third party.
4. CAV reserves the right to deny or restrict access to the Member Portal at its discretion.

2. REGISTRATION

Applicants seeking a CAV Member Portal Account should ensure the following steps have been taken prior to a registration attempt.

1. Ensure the person being registered is a current CAV Member and has a Stoma Appliance Scheme (SAS) Number (six digits and one letter).
2. Ensure that they have ongoing access to an email address.
3. Ensure that email address is used at registration as the USERNAME for the CAV Member Portal Account and all associated Electronic Communications as per Section 3 of these Terms & Conditions.
4. Check with CAV that the member’s full name as it appears on the member’s Medicare card matches the name saved on our system. (Only the SURNAME will be required for registration.)
5. Use the same SURNAME in the relevant field during registration.
6. CAV reserves the right to deny or restrict access to the Member Portal at its discretion.

3. ELECTRONIC COMMUNICATIONS

1. Access to the inbox of the email address used to register the Portal account is essential. All notifications regarding approval, rejection, adjustment, or other information related to submitted carts and any other actions taken in the Portal will be sent automatically to that email address.
2. The email inbox used as the Portal username must be configured to recognise and receive messages from no-reply@colovic.org.au and portal.officer@colovic.org.au, ensuring that these communications are not diverted to spam, trash, or other subfolders.
3. All automated email notifications issued by CAV via the Portal will be sent from no-reply@colovic.org.au.
4. All general communication regarding portal activity should be sent to and will originate from portal.officer@colovic.org.au. Any response to a portal query not originating from the Portal Officer or from portal.officer@colovic.org.au may not contain the most current or verifiable information.
5. When accessing the website, using the CAV Member Portal, or corresponding via email, users agree to communicate with CAV electronically and consent to receive communications electronically. These communications may be provided via email or posted on the website or Portal. Users acknowledge that all agreements, notices, disclosures, and other communications supplied electronically satisfy any legal requirement that such communications be provided in writing.

4. YOUR ACCOUNT

1. Users of the CAV Member Portal account are responsible for maintaining the confidentiality of account credentials, including username and password, and accept full responsibility for all activities conducted in the member’s Portal account.
2. Users under the age of 18 may only access the website and CAV Member Portal with the guidance and supervision of a parent or legal guardian.
3. The Colostomy Association of Victoria Inc. reserves the right to refuse service, terminate accounts, remove or edit content, or cancel orders at its sole discretion.

5. CART APPROVAL, ADJUSTMENT AND REJECTION

1. Upon successful checkout, your order will remain pending until the CAV Portal Officer (CPO) has assessed it for compliance with the Stoma Appliance Scheme (SAS). Compliant orders will be approved within 3 business days. You will be notified via email when your cart has been approved. Your order may take up to 10 days from this point to be dispatched.*
2. Where applicable, and upon reasonable assessment, the CPO may adjust your order to maintain compliance with SAS or CAV ordering guidelines prior to approval. You will be notified of any adjustments to your order in the email confirming approval.
3. In some cases, a cart may be rejected due to factors such as incomplete or incorrect item selection, misunderstandings of allowance limits, or other user errors. A rejected order does not remove or impact the ability to place a corrected or new order.
4. Where a cart is rejected, processing fees paid at the point of checkout are available for use towards any future cart submission.

*If a product is unavailable, a suitable alternative product may be supplied only if a member has previously placed an order for the alternative product. Members should be advised to seek advice from a STN or their medical practitioner prior to selecting an alternative product.

6. PAYMENTS AND COSTS

Registration of a CAV Member Portal account is made available to users at no cost.

1. All payments made via the CAV Member Portal or by other means are applied to the member’s CAV Account. The balance displayed in the Portal reflects the real-time status of this account.
2. The same rates as set out on our website apply to orders and actions taken in the CAV Member Portal.
3. To receive a concession discount on annual membership, a legible copy of the CAV member’s health card must be uploaded to the CAV Member Portal.
4. The transaction history of the member’s CAV Account and CAV Member Portal account is one and the same. Both accounts are refreshed and updated frequently, ensuring constant transparency around all transactions which occur in either account. Please note: users must allow for processing time as per Payment Methods detailed below for all payments other than Eway.
5. The Portal will not allow submission of an order cart until the balance owing is $0.00.
6. Members can view their current account balance through the Portal at any time and apply existing credit toward any payable amounts during the ordering process.
7. CAV provides a transparent transaction log within the Portal to assist members in tracking charges and payments.
8. POSTAGE/HANDLING FEES FOR ONE MONTH ORDERS and DOUBLE MONTH ORDERS are charged as follows in the CAV Member Portal:
   • ONE MONTH ORDERS: $16.00 – at checkout via account credit or Credit/Debit Card.
   • DOUBLE MONTH ORDERS: ($25.00) – $16.00 at checkout via account credit or Credit/Debit Card; and $9.00 automatically debited from the member’s CAV Account upon cart approval. The $9.00 charge will appear in the CAV Member Portal shortly after and must be paid at any time using payment methods (see Instruction 15 & T&C 6) or upon submission of the next cart.

6.1 PAYMENT METHODS

1. Option A – Pay with Eway: Users can pay by entering credit card details at checkout. An Eway account is not required to complete a transaction; users may check out as guests.
2. Option B – Use Credit from your Account: Users may pre-load credit onto the member’s CAV account and use this credit to pay for charges as they arise during the order process. Credits can be added to a Portal Account using any of the following methods:
   • In-person cash or cheque at the CAV office or bank (allow 3–5 business days for processing).
   • Direct bank transfer to the CAV account (allow 3–5 business days).
   • Credit card payment over the phone (processed same day).
   • Mailed cheque (subject to postal delivery and bank clearance times; allow 7–10 business days).

6.2 REFUNDS & CREDITS

1. As a general policy, CAV does not issue refunds. Where a payment has been made for an order that is later rejected, the associated credit remains available in the member’s account and can be applied to future charges incurred during subsequent orders.
2. Charges for membership are strictly non-refundable.
3. Exemptions to this policy may be granted only in exceptional circumstances, and solely at CAV’s discretion. These are limited to:
   • accidental overpayment exceeding $150.00 for members with a permanent ostomy;
   • accidental overpayment exceeding $50.00 for members with a temporary ostomy; or
   • where a member has passed away.
4. Requests for such exemptions must be made in writing and will be assessed on a case-by-case basis.

7. ORDER PROCESSING

Orders submitted via the Member Portal will be processed according to our ordering policies* and processes as documented on our website under Orders and within the entitlements described in the Stoma Appliance Scheme Operational Guidelines and the Stoma Appliance Scheme Schedule – available online and as a downloadable version. By submitting an order through our portal, you agree to us verifying your Medicare information with Services Australia. Where an order requests more than the maximum scheme-funded allowance of any one product or group of products, the order will be adjusted to the maximum scheme-funded allowance. Where an order requests dispatch during a particular month and the maximum scheme-funded allowance has already been issued for that month, dispatch will be carried over to the next available entitlement period for scheme-funded products.

*With the exception of certain account transactions – see T&C 6.h.

8. PRODUCT DESCRIPTIONS

The Colostomy Association of Victoria Inc. does not warrant that product descriptions or other content on this site are accurate, complete, reliable, current, or error-free. If a product offered by the Colostomy Association of Victoria Inc. is not as described, we are not able to accept returned appliances.

9. SITE POLICIES, MODIFICATION AND SEVERABILITY

Please review The Association’s Members Code of Conduct and Privacy Policy. These policies govern your communication with The Colostomy Association of Victoria. We reserve the right to make changes to our site, policies, and these Conditions of Use at any time. If any of these conditions shall be deemed invalid, void, or for any reason unenforceable, that condition shall be deemed severable and shall not affect the validity and enforceability of any remaining conditions.

10. QUESTIONS

Questions regarding our Terms & Conditions of Use, Privacy Policy, or other policy-related material can be directed to portal.officer@colovic.org.au.

11. DISCLAIMER OF WARRANTIES AND LIMITATIONS OF LIABILITY

This site is provided by the COLOSTOMY ASSOCIATION OF VICTORIA Inc. on an “AS IS” and “AS AVAILABLE” basis. The COLOSTOMY ASSOCIATION OF VICTORIA Inc. makes no representation or warranties of any kind, express or implied, as to the operation of this site or the information, content, materials, or products included on this site. Use of this site is at your own risk.

12. PRIVACY

Please review our Privacy Policy, which also governs your visit to our website.

GLOSSARY

In the CAV Member Portal, the terms below can be defined as:

CAV
The Colostomy Association of Victoria Inc.

Member
An ostomate with a current Colostomy Association of Victoria membership.

Applicant
A member or third party making an application for registration of a CAV Member Portal account for, or on behalf of, a CAV member.

Account Holder
The individual legally and financially responsible for paying all charges on the member’s account. This may be the member themselves or another person (e.g. carer, family member) provided they are not an agency or third-party payer.

Member’s CAV Account
The primary account which holds CAV member data including personal and account information.

CAV Member’s Portal Account
A service available to users which facilitates the provision of ostomy supplies made available by the SAS to CAV members.

Agency / Public Insurer
An external organisation responsible for payments on behalf of a member (e.g. Transport Accident Commission, NDIS Plan Manager, hospital or government program).

Portal
The CAV Member’s Portal.

Portal User / Users
The member or authorised third party taking actions in the CAV Member’s Portal.

Username email address
The email address used to register for the CAV Member’s Portal Account and used for electronic communication related to the CAV Member Portal.

Item/s
Specific units or instances of a product.

Product/s
A type or category of ostomy appliance usually available on the SAS.

Pack
The total number of items contained in 1 pack of a product.

QTY (Quantity)
Always refers to PACKS in the CAV Member Portal.

Allowance/s
The total number of items allowed under the terms of the SAS for a single product or group of products – allowance is measured in PACKS in the CAV Member Portal.

Pack Allowance
The total number of packs allowed in one month of that product.

Cart
Section in the CAV Member Portal to prepare information about a prospective order prior to submission to CAV.

Order
A submitted and approved cart – with details now available under the previous orders banner in the CAV Member Portal.

SAS Schedule
A list of all products currently available on the SAS (comes as an online tool or downloadable .xlsx or .pdf file).

SAS Guidelines
Rules which help to explain which products and/or services are available to ostomates with access to the SAS, and govern the ways in which ostomy associations make those products and/or services available.

Company Code
The term referred to on SAS literature, to be used as the Product Code or Item Number on the CAV Member Portal.

PB050
An Application for Additional Ostomy Supplies (SAS) – must be signed by an STN or GP.

Supplier
Manufacturer of ostomy appliances available on the SAS.

STN
Stomal Therapy Nurse.

Postage / handling fee
Money charged to a member’s CAV Account to offset costs incurred to CAV in arranging postage of the items requested in an order – where that delivery method is selected.

Exceptional circumstances – Refund
Accidental overpayment exceeding $150.00 for members with a permanent ostomy, or $50.00 for members with a temporary ostomy (see section 6.2); or where a member has passed away.

Charges
Amounts debited from the member’s CAV Account for services provided.