Question 1

Why am I seeing a charge from Independence Australia on my bank or card statement?

Accepted Answer

This charge is usually for healthcare or disability‑related products such as continence aids, wound care items, skincare, or mobility equipment ordered from Independence Australia by phone, online, or through a regular supply arrangement. It may also relate to top‑up items not covered by your NDIS plan or other funding. If someone else in your household receives supplies (for example, continence products delivered monthly), the payment may have been processed under your card details. Check any recent deliveries, invoices, or email confirmations from Independence Australia around the date of the charge.

Question 2

What are typical amounts Independence Australia might charge?

Accepted Answer

Independence Australia does not use fixed subscription tiers; amounts depend on the products and quantities ordered. Many private orders for continence and wound care supplies fall anywhere from tens to a few hundred Australian dollars, especially if placed as monthly bulk orders. Your total can also include shipping, handling, or special items such as mobility equipment, which may be higher‑value purchases. To see the exact breakdown, refer to your invoice or log in to your account at independenceaustralia.com.au to view order history and itemised costs.

Question 3

Could this be a recurring or automatic order from Independence Australia?

Accepted Answer

Yes. Many customers, especially those using continence, wound care, or daily living products, set up regular deliveries (for example, monthly or quarterly orders). In those cases, your card may be charged automatically on a set schedule when each order is processed and dispatched. If you’re unsure, check your online account or previous invoices for notes about ‘standing orders’, ‘regular supplies’, or ‘auto‑reorder’ arrangements, or contact customer service to confirm whether you have a recurring order active.

Question 4

How do I cancel or change my regular deliveries or future orders with Independence Australia?

Accepted Answer

To cancel, pause, or change a regular delivery, you can contact Independence Australia’s customer service team using the phone number or contact form listed on independenceaustralia.com.au. Have your customer number or a recent invoice/order number ready so they can locate your account quickly. Ask them to confirm the date of your next scheduled order and request changes (such as different quantities, products, or shipping frequency) or full cancellation. If you order via an NDIS plan manager, you may also need to notify your plan manager so they can update the service agreement or funding allocation.

Question 5

Why do I see a small or pending Independence Australia charge that later disappears or changes?

Accepted Answer

A small or pending amount can be a temporary authorisation used by Independence Australia’s payment processor to verify that your card is valid when you place an order or update your payment details. This is not a final charge and should either drop off or be replaced by the correct final transaction amount once your order is confirmed and processed. If a pending transaction remains on your account for more than a few business days, contact your bank or card issuer first, then contact Independence Australia with a screenshot or transaction reference so they can investigate.

Question 6

How are NDIS purchases billed, and why might I see a direct charge if I’m an NDIS participant?

Accepted Answer

If you’re self‑managed, Independence Australia may charge your nominated card directly and provide invoices for you to claim from the NDIS portal. Plan‑managed participants are typically billed via their plan manager, but you might still see charges for items not covered by your plan (such as non‑funded products, delivery upgrades, or personal top‑ups). Check your NDIS plan details, funding categories, and any service agreement or quote from Independence Australia to see which items are covered and which might be privately billed. If something looks wrong, talk to both Independence Australia and your plan manager for clarification.

Question 7

How do I request a refund or dispute an Independence Australia charge?

Accepted Answer

If you believe you’ve been incorrectly charged—such as for duplicate orders, wrong quantities, or products you did not receive—contact Independence Australia directly via the support details on their website. Provide your name, invoice or order number, the date and amount of the transaction, and a brief explanation of the issue. They can advise whether the products are eligible for return or credit (noting that some medical and continence items may have strict health and safety return rules) and outline the refund or replacement process. If you cannot resolve the issue with them, you can then speak with your bank or card issuer about formally disputing the transaction.

Question 8

How can I contact Independence Australia about a charge when I don’t have my invoice?

Accepted Answer

Visit independenceaustralia.com.au and go to the Contact or Customer Service section to find their phone number and online enquiry form. Provide as much information as you can from your statement, including the exact amount, date, and the last four digits of the card that was charged, along with your full name and address. Their team can usually search for your order using these details and confirm what was purchased and who it was shipped to. They can also resend invoices or order confirmations to your email for your records.

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