Questions, answered
Frequently asked questions
How buying, trialling, delivery and hiring work with us. For questions about a particular machine, see the Strutt ev¹c FAQ, the Omeo FAQ or the Phoenix FAQ. If your question is not here, call 0490 756 659 or email info@keytoindependence.com.au and ask us directly.
Working with us
Do you work with NDIS participants?
Yes. We are an equipment supplier, not a registered NDIS provider, and we work alongside the occupational therapists and support coordinators who are arranging equipment for their clients. Our products also suit Aged Care, Workcover and TAC clients.
Can I try a machine before I decide?
Yes. A free trial is part of how we work. Free trials are available within 50km of Ballarat — we bring the machine to you, take measurements, and let you use it on your own ground before anything is decided. Further afield we can still arrange a trial for an additional fee. Your occupational therapist is welcome to be there.
Where do you deliver?
Victoria wide. Delivery is free within 150km; beyond that we will quote the cost before you commit.
Can I hire a machine?
Yes. You can hire to try a machine over a longer period, or to cover the wait while your own machine is on order, so you are not left without something to get around on. Delivery charges apply on hire machines.
Do I pay through the website?
No. There are no financial transactions on this site. Once a quote is accepted we invoice you directly, and delivery is handled by us.
What support do I get after delivery?
Delivery includes handover training so you are confident using the machine before we leave. After that you have ongoing on-call local support on 0490 756 659 — you speak to us, not a call centre.
Where do I find warranty information?
Each brand has its own warranty page: Strutt ev¹c, Omeo and Phoenix. All of these terms are in addition to your rights under the Australian Consumer Law, which cannot be excluded.
Still deciding?
Book a free trial and use the machine in your own routine before you commit to anything.