Independent Living Specialists Opiniões 

Very poor customer service. All I wanted was a service pre warranty expiry but getting an appropriate response took over a month - just never got the promised call and had to engage the warranty supplier. To achieve a service I was required to pay first - this should have been a warning! A $400 invoice to ‘service’ an electric wheelchair ….. On arrival, a very competent and knowledgeable maintenance man checked battery life - that was my service! A complete rip off. Now I understand pre payment. The wheelchair originally cost as much as a small hatchback car and you don’t pre pay a car service. Any follow up? No. Two months have passed, nothing. I certainly do not recommend ILS at all

Useless. These people have major issues with delivery. My advice is save your money and sanity and do not have anything to do with this unprofessional, incompetent company.

Do not use this company! Sold me a lemon of an electric wheelchair, absolutely no after sales customer service. No loan chair, no updates on what was happening to my chair. The absolute worst company I have ever dealt with! Avoid at a costs!!

Terrible delivery services and office customers service, no one answering or returning the phone about the delivery enquiry. None update if the delivery is still coming in or delayed or cancelled . It is a very very disappoint experience dealing with ILS.

They seem to be actively deceitful. I've caught them with at least 3 outright lies when trying to find out where my delivery is, and when it is going to arrive.
Avoid!

Staff who deliver, install could be better trained. A number of encounters have left a bad impression, calling and stating theyd be arriving in a few mins then dropping in over an hour later. Delivering a brand new item without informing anyone, leaving it at the door, no tags or packaging. "Dropping in" to add/install when I specifically apologised and asked them to reschedule as my grandma cannot speak english and has dementia. Wont return missed calls or acknowledge text. later I see installer walking into home and out, had made his way into the home. concerning behaviour especially when dealing with vulnerable clients. im starting to question the reliability of the equipment they sell too.

a title
The manager helped to get a very good foot pad for my walking stick. he also explained beautifully how to fix it to my stick. Good and efficient support
The manager helped to get a very good foot pad for my walking stick. he also explained beautifully how to fix it to my stick. Good and efficient support
Date of experience

I had a scheduled delivery coming in the morning between 9 - 11 and l had told them l need to help my elderly mum and was not to be alone with the driver. On the day of the delivery 11 came and no delivery. I called my care company that organised it with ILS and they told me the driver was running late. So we tried to work out what to do. They said it was coming now later in the day at 3 30 in the afternoon. I was busy as lhad kids at this time and l had said to make it at 4. They didn't even respect me and mum this time too. He came at 3.30 and left the heavy objects, some chairs and other equipment outside the front door so close to the door l couldn't even open it. I had to get my brother to come and help me move the equipment inside for my mum. I later saw that on the top of the docket my number was there so he could have called me and also the notation saying to come between 9 - 11. Your driver is definitely not a respectful person and l really hope your company thinks about people as people. People make times because that is for a reason. You should be working around these poor people not we work around you. Your driver and your company will not be used by my mum's care package anymore.

I had a new walker delivered yesterday and used it this morning and while crossing the road one wheel went flying off. I managed to get off the road and a kind man got the wheel off the road for me and helped me home.
The response from this company was 7 drivers being off sick so.maybe it will be replaced next week. I did get a SORRY from them but dealing with them in the past I shouldn't have bothered to try again. Their idea of customer service leaves a lot to.be desired. I have learnt my lesson and will be getting my scooter and electric bed elsewhere.
A warning on the walker
It is a Hero brand and please get the wheels checked

One of the NDIS support team for my husband recently authorised the purchase of a small wheelchair for my husband. The purchase was cooordinated from the national office. Its just before Xmas and organising to be home for a full day to take receipt of the delivery is problematic. I visited my local Dee Why office and had all the invoice and other details at hand to request the order be re-scheduled for delivery to the Dee Why office in the new year, as that would be much simpler to coordinate getting the equipment. I went into the store - the store was empty and two young ladies on the front desk. I explained my request to the first lady and she spent a few minutes telling me she didnt think it would be possible, and then when the other lady got off the phone the other lady said "of course we can do that", when I then thanked her for the positive attitude in comparison to just being told 'no no no' by the first lady, the second sales assistant turned on me and told me that she found what I was saying about her colleague was "not appropriate". This is a bit "ageist"but I think they were both quite young and really dont understand the concept of either (1) listening or (2) if you just repeat what someone else has said to you in can hardly be considered to be "not appropriate" if it was ok for your colleague to sit there and say to a customer!
Whilst the Dee Why store is very conveniently located for me, I will be going out-of-my-way to use other companies located at Frenchs Forrest and Warriewood before I even set foot in that store again

Always helpful and warm environment to meet your needs.

I attempted to rent a scooter from ISL in September 2025. First, an incorrect model was delivered. 2 days later this model was collected and a replacement scooter was provided. The replacement scooter was defective and simply did not work. Then the defective scooter was also collected. Basically, they waisted my time and at the end did not provide any functional scooter.

After this incident, one month later, in October 2025, ISL sent a invoice directly to my plan managers seeking to get payment for a rented scooter! I contacted them explaining that I didn't have any scooters from them and I didn't rent anything. They apologised and said it was a mistake. One day later I received a message saying that they need to collect a non-existent scooter from me.
What kind of business is this? First, delivering non-functional defective scooter, then one month later attempting to get payment for a scooter that was not rented, and then also insisting to collect a non-existent scooter from me.

Does this all sound like a little "mistake"? Delivering non-functional scooter to a disabled person, then collecting it without providing any replacement and then one month later seeking payment for "rent" that did not even happen.

They sent an invoice directly to my plan managers, meaning they were trying to get paid without my knowledge. I guess it was also just a little "mistake".

Can’t fault the showroom team. Lovely, polite and helpful.

Cannot say the same for delivery. Failed completely to deliver a hired wheelchair for my elderly mother visiting.
Showroom team explain how the delivery team call to ensure delivery can be made.
Delivery team do not call, and then tell you next delivery is a week later…
I’d advise you look elsewhere for anything that you might need from this company.

Still awaiting refund too…

And still waiting for the refund with zero response from the vendor other than we will request a refund… then, no refund, and no further responses…

I strongly advise avoiding this fraudulent company purporting to support vulnerable people, taking money, delivering nothing, and failing to refund cash.

This will become a legal matter shortly.
The people running this business are either incapable or criminal. Buyer beware.

Following the latest response, I have been having an email conversation with ILS. It appears the right arm and left arm have no idea what the other is doing.

Shambles.
Still waiting for my refund…

My wife and I were looking for a Air Cushion in Oct 2025. We went to a company in South Geelong as it was closer to where we live. The customer service was terrible. We went to ILS in North Geelong and immediately was greeted with a smile. The store looked great and clean. A young girl named Stevie immediately took us to the air cushions on display. We were very impressed with her wide knowledge of products, she answered all our questions with such confidence. Unfortunately they did not have the product we wanted in stock, however she made an order for us, telling us that should we were not committed to the order. We received a call a few days later to view our product, Stevie was not at the store at that time, but other team members including the manager was present and the customer service was still great, greeted with a smile and the service was also great. Thank you Stevie, Yvonne, Helen and another lady for such a great experience. Highly recommended to the North Geelong store. Glenda and Charles

Billed for something that I didn't have. It took 7 phone calls to get my money back and 5 days to get the money back.

I was served by a lovely woman Kerrie at the morphett vale shop, who was very helpful, respectful and knowledgeable. She made the scary experience of buying a walker as a young person less scary and very comfortable.

Very bad customer service and the worst delivery person ever. He is arrogant, rude, and does not understand how to deal with elderly people who need help.
Find another Company.

Not at all impressed with their billing been over charged twice for a wheelchair hire.
No invoice supplied showing charges

we purchased items from ILS in April through a recommendation from Balmain hospital for my father who is a recent below knee amputee.
One of those items is a slide board for $449. It cracked within days of us.
I spent days attempting to get some rectification of this situation and eventually we procured a slide board elsewhere.
I eventually made contact with an Alison Smith from ILS who agreed to a refund for the object. I gave bank details and a representative of ILS came to the home where my Dad was and collected the item.
Five weeks later no refund and I again have left messages to no avail.

I am a disabled person and purchased an Icare IC777 Trendelenburg Deluxe bed from Independent Living Specialists (ILS) in Fyshwick, ACT for over $8,000. The bed came with a two-year warranty, but it was defective from the start. Loud, alarming noises came from the frame, and I narrowly avoided a serious injury when the bed mechanism suddenly collapsed onto my foot.
My occupational therapist inspected the bed and confirmed it was unsafe and potentially dangerous to anyone using or adjusting it. When I returned to ILS to report the issue, I was told there was only an eight-day warranty, completely false and contrary to Australian consumer law.
I was treated very rudely in the store and was asked to leave when I insisted on my rights under the law. As a vulnerable customer, I felt dismissed and ignored. I strongly advise others to be cautious when dealing with this company, especially if you require reliable equipment and professional after-sales support.