Questions, answered
Phoenix FAQ
The detail people most often ask about the Phoenix i. If your question is not here, call 0490 756 659 or email info@keytoindependence.com.au and ask us directly.
Using the Phoenix i
Is it a powerchair or a manual chair?
Neither exactly. It is a manual wheelchair with front wheel power assist built into a carbon fibre frame. The assist runs full time at multiple power levels, indoors and out, and reduces manual pushing by around 80 per cent.
How does it brake?
With all weather electronic braking, for downhill and for quick stopping. You are not gripping slippery hand rims to slow yourself on a hill, and you can coast hands free.
How heavy is it to lift?
6.5kg transfer weight — under 7kg.
What ground will it handle?
Carpet, hills, gravel, grass and snow. Two 150W motors give high torque for uphill and overcome stone chips and other obstacles. It goes forward, backward and turns 360 degrees.
Does it need an app or Bluetooth?
No. The control dial is hard wired — grip, rotate and press. There is no Bluetooth.
What happens when the battery runs out?
The batteries are quick release and interchangeable, so you can carry a spare and swap it rather than being caught out.
Is maintenance difficult?
It is designed to be low maintenance, and spares for the chair are plug and play.
Ordering, bags and support
Is it made to measure?
Yes. Every Phoenix i is handcrafted to order around a one-piece carbon fibre frame, so we work with your OT to take your measurements before anything is built.
Will the bag system fit my existing chair?
Most chairs with a straight backrest bar click straight onto the System trolley. A minimum of 25mm is needed between the backrest and the back bar, and some frames need a low-clearance adapter, sold separately. Ask us to check yours before you order.
Can I try one before I decide?
Yes. Free trials are available within 50km of Ballarat, with no obligation to purchase. Trials further afield can be arranged 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.
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.
What support do I get after delivery?
Delivery includes handover training, and afterwards you have on-call support on 0490 756 659 — you speak to us, not a call centre.
Warranty
Phoenix Instinct warrants every Phoenix i against defective workmanship and materials. During the warranty period, any parts that become defective through faulty workmanship or materials will be renewed or repaired free of charge by the Phoenix Instinct dealer.
The 12-month cover excludes wear and tear, misuse, and not following the instructions set out in the user manual. Abrasion damage to the carbon fibre is not covered. The warranty is forfeited if any unauthorised alteration is made, and if you fit additional adaptions you must obtain written authorisation from Phoenix Instinct first.
These warranty terms are in addition to the consumer guarantees you have under the Australian Consumer Law, which cannot be excluded. If something is faulty you may still be entitled to a repair, replacement or refund under that law.
Read the warranty in the Phoenix i user manual (PDF, page 54, opens in a new tab)
Ask us to confirm your warranty in writing with your quote.
Handcrafted to order means measured first
Book a free trial and we will work with your OT before anything is built.