Update 18^th December 2020

To our valued customers,

As you would be aware, there is an emerging COVID19 outbreak in the Northern Beaches region of Sydney where our Belrose Distribution Centre is located.

We want all our customers to know that we are working hard to provide continuity in our services to you, however, due to the impacts of the restrictions across the Northern Beaches region, you may experience some delays in delivery of product or service.

For Customer Service questions, please call 1300 DEVICE (338 423) for Technical Service questions please call 1800 429 981.

 

Update 2^nd September 2020

We have collectively experienced six months of change that continues to have a significant impact on how we all live and work. 

More than ever, we are focused on the health and wellbeing of our customers and our people, to maintain business continuity and to ensure our ongoing ability to support the needs of the Australian healthcare industry.

We have implemented a wide range of COVIDSafe practices and protocols across the Device Technologies business. This ensures our dedicated teams in Supply Chain, Customer Service, Technical Service, Sales and Support are here for you when you need them.

Many of these protocols formed part of our diligent approach to support our customers before the COVID-19 pandemic, and have only been amplified to provide enhanced health and safety outcomes during this time.

What we’re doing for you

We are committed to providing product and service promptly.

The application of additional COVIDSafe protocols in our distribution centres has unavoidably impacted some efficiencies, resulting in altered order processing timeframes. This has resulted in changes to order processing timeframes. We have implemented a 12:00pm daily cut off time for orders that require same-day dispatch – stock availability permitting.

Orders received after 12:00pm will be dispatched the following business day. 

We would like to assure our customers that Device Technologies' representatives who attend customer sites have been informed and educated in COVIDSafe practices. Our representatives are committed to complying with site-specific COVIDSafe requirements and will work where possible to support you remotely to minimise contact.

For our people

Safety starts with social distancing and hygiene, and in addition to the relevant state-based guidelines we continue to introduce and monitor measures to support the wellbeing of our customers and our people.

Our people have been educated and supported to self-isolate when experiencing any form of cold or flu symptoms. We heavily advocate for our people not to attend any workplace if feeling unwell to minimise any exposure.

Your service

Ensuring Device Technologies Technical Service staff can attend customer sites when needed to deliver repairs and servicing is integral to how we support our customers.

Our technicians are fully equipped, trained and entirely supported by the business to put public health and safety first. COVIDSafe requirements include:

• track and trace location history;
• territory allocations and mapping;
• mask compliance during all customer visits;
• PPE worn when required.

Your support

Our Customer Service team are well-resourced and here to support you Monday to Friday from 7:30am to 5:30pm.

Continuing to operate

We continue to have a close relationship with our freight partner Toll. We are working together to keep our teams and customers informed of the impacts Victorian Stage 4 restrictions have had.

Logistics and transport are exempt from the NSW and VIC border closures.

Delays in fulfilment of delivery may be experienced as Toll move to a reduced workforce to comply with new requirements. These measures will remain in place until further government advice is received.

Toll will prioritise all urgent freight, including medical supplies, and ensure that there are limited impacts across our services.

We endeavour to arrange delivery accordingly with any updated customer operating hours or availability of teams to receive goods. We ask that these details are provided to us in the order shipping information.  

We are here for you, and if we continue to work together and look after each other, we will get through this.

Device Technologies has been actively reviewing the rapidly evolving situation related to COVID-19.  First and foremost we are prioritising the health and safety of our staff and the needs of our customers.

We recognise all of the incredibly hard work our customers are putting into fighting COVID-19. Device Technologies is here to provide continued support and is driven to continue to supply the medical technology necessary to navigate this unprecedented outbreak.

Please continue to contact us in all the ways you always have, we are here to support you.