How we support you as a Registered NDIS Provider?

What is NDIS

NDIS (National Disability Insurance Scheme) is a Government Scheme that provides support to Australians who have a permanent and significant disability.

Where do we fit into NDIS?

Our products are generally covered under the Core Supports Purpose Category – “A support that enables a participant to complete activities of daily living and enables them to work towards their goals and meet their objectives.”

We are categorized as “low risk”  and “low cost” AT (Assistive Technology) or Consumables under the codes:

0103 Assistive Products for Personal Care and Safety (Code# 03-040000919-0103-1-1

0112 Assistive Equipment for Recreation.

How do I obtain the funding for my purchase?

Self-Managed

Individuals with Level 1 funded supports in their plan can seek advice and buy it themselves. If you are unsure of whether you can use your funding, we recommend that you contact your Local Area Coordinator.

Once you have made your purchase, log onto the NDIS portal and request reimbursement of the funds spent.

Plan-Managed

If you are unsure of whether you can use your funding, we recommend that you contact your Plan Manager.

  1. You can buy your furtastic friend upfront and then send the receipt to your Plan Manager for reimbursement OR
  2. Request for an invoice to be sent to your Plan Manager and receive your goods once payment has been processed.

Agency-Managed

  1. Provide your details including your Fund Number, Full Name and Date of Birth
  2. We will then send an invoice to the Agency.
  3. Receive your goods once payment has been processed.

 

Complaints Management Procedure?

Introduction

FurTastic Friends by Bocchetta Plush Toys is committed to providing a high-quality user experience for all our customers. We value your feedback and take any complaints seriously.

How to submit a complaint

There are various ways to submit your complaint:

  • Send an email to sales@bocchettaplushtoys.com or
  • Send a written complaint to PO Box 499, Robina Town Centre, 4226
  • Call us on +61 7 5568 0641 and we will send you a Complaint’s Form

How your complaint is handled

Upon receiving a complaint, we will follow this procedure:

  • Acknowledgment: We will acknowledge receipt of your complaint within 3-5 business days
  • Investigation: We will thoroughly investigate the complaint, including contacting any relevant parties if necessary.
  • Resolution: We will provide a response to your complaint within 10 business days outlining the steps we will take to resolve the issue. If more time is required for investigation, we will inform you of the expected resolution date.
  • Resolution Options: We will offer options for resolution, which may include a refund, replacement, or another mutually agreed-upon solution.
  • Feedback: After resolution, we may request feedback to ensure your satisfaction and improve our processes.

Records

We will maintain records of all complaints and resolutions for 2 years to ensure accountability and continuous improvement.

Confidentiality

All complaints will be handled with the utmost confidentiality, with information shared only with relevant parties involved in the resolution process.

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