Novacorr Healthcare, Bells Creek, QLD

Use with EXTREME caution!!! We engaged Novacorr Healthcare (NOVACORR) to provide a custom-built recliner for an NDIS participant with specific clinical measurements. The product delivered did not match the agreed specifications and was not fit for purpose. Key measurements and design elements were changed without consultation with the participant or prescribing Occupational Therapist - a serious issue for a custom, clinically prescribed item. We also experienced a privacy concern where our email correspondence, including sensitive personal and disability-related information, was forwarded externally without consent. Communication with the company representative (Sally) throughout the process was consistently difficult. Responses were often dismissive and, at times, came across as unnecessarily confrontational rather than focused on resolving the problem. Attempts to resolve the issue were prolonged, and we were repeatedly told there was a “no refunds on custom-built products” policy despite the product being incorrect. The matter ultimately had to be escalated to the NSW Civil and Administrative Tribunal, which found breaches of the Australian Consumer Law and ordered a full refund. Even after the orders, the refund required repeated follow-up before being finalised. Based on our experience, we do not recommend NOVACORR Healthcare. Also note, Novacorr will default to sending you to Fair Trading, ACCC and NDIS Quality and Safeguards commission, knowing full well that they cannot enforce any action. For resolution, you will need to take them to xCAT. Overall: a difficult, drawn-out experience that required formal action to resolve. Do not use!