Frequently Asked Questions

The ResMed brand is synonymous with quality, innovation and reliability. Millions of people around the world trust ResMed to help treat their Obstructive Sleep Apnea (OSA) and deliver improved quality of health and wellbeing.

We never compromise on quality – it’s embedded in our culture, systems and testing methods. We listen and act on patients’ feedback to continually improve our products and address any unmet needs.

Our quality testing typically involves the following:

• Rigorously testing product designs and parts for durability and reliability. Our products are designed to last, are user-friendly and engineered for ease-of-use.
• We test in much tougher situations than would typically be experienced in a patient’s home and beyond a product’s anticipated life-cycle. For example, we test airflow devices continuously for five years non-stop to assess their reliability and endurance—so you can rest assured your CPAP product will deliver quality treatment every night. Our patented quick-release clip design on our masks is the result of thousands of ‘open and close’ repetitions simulating real-life use.
• Our patients evaluate our products during development because it’s what you need that drives us. Feedback from user evaluations, focus groups and market research ensures we hear the voice of the customer on satisfaction, comfort, mask fit and therapy deliverability.

ResMed products are innovative, cleverly engineered, proven, tested, durable, comfortable and long lasting. We pride ourselves on producing premium medical devices for discerning customers who demand the best quality and results.

We are proud of our state-of-the-art facilities in Australia, where many of our products are manufactured. A dedicated workforce uses the highest-quality local and imported parts to produce products worthy of the ResMed badge.

Our quest is to continue improving OSA treatment for millions worldwide—to do this we invest up to 7% of our annual revenue into Research and Development.

The cost of ResMed products can vary across countries and regions of the world due to a number of factors.

The difference in healthcare systems in each country plays a major role in determining product prices within that country. The US government recognises the health consequence of untreated Obstructive Sleep Apnea (OSA), and subsidises OSA therapy. Americans with health insurance may have their entire treatment costs covered. Accordingly, awareness of the condition is high, with product sales levels over 60 times higher than in Australia. As a result, prices in the US are lower because it is a high-volume, low-service environment.

In Australia, treatment for OSA is not fully reimbursed. You may only be entitled to claim part of the costs if your health insurance covers it. Fortunately, awareness of the severity of the condition is growing. We regularly lobby the government to subsidise OSA treatment. If you’d like to raise awareness you can lobby your Local MP for OSA subsidies. Lower awareness means lower diagnosis and lower product sales within Australia, which does impact cost. However, we are fortunate to have a higher level of service for Australian customers.

Purchasing the ideal CPAP medical device and mask is only part of what you need to successfully treat your Obstructive Sleep Apnea (OSA) and enhance your health. Having knowledgeable, trained experts onhand together with reliable after-sales service, ensures you get the support you need in adapting to treatment and achieving maximum results. Treatment for sleep apnea is not simple and requires ongoing consultation with your GP, Specialist or clinically trained CPAP provider.

It is important that you receive ongoing advice and support to successfully adapt to treatment and start experiencing results.

ResMed’s Australian pricing offers you:

• reliable ‘before and after’ sales service (which covers education and awareness, support, mask selection, fittings and adjustments, setting up, and trialling new devices and masks for compatibility).
• additional follow-up consultations to monitor your treatment progress, after-sales service, warranties and repairs.
• access to the sleepVantage™ Customer Care Program, designed to support you on your sleep therapy journey.

So when you purchase a ResMed product within Australia, not only are you receiving superior quality equipment from a recognised world leading sleep specialist – you’re purchasing peace of mind.

Successful CPAP treatment is not just about ensuring you have the ideal medical device and mask— it’s also about having in place knowledgeable and reliable after-sales service providing you with everything you need to get the best out of your treatment.

If you are thinking about purchasing ResMed products from outside Australia or New Zealand either directly or via the internet, carefully consider the following:

• Accredited ResMed partners are NOT AUTHORISED to sell to customers outside their own country. ResMed products are frequently customised to serve country specific requirements.
• Warranty and servicing of products purchased overseas are not valid within Australia and New Zealand (you must send your equipment back to the country of purchase for servicing and shipping in parts).
• Australian Accredited ResMed Partners are not authorised to sell ResMed Products over the internet.
• Australian local prices include a premium service, offered only by a ResMed Accredited Partner.
• For equipment purchased over the internet, no warranty, assistance with use, setting up your device or any ongoing support is available in Australia and New Zealand. Any assistance or technical support you require will incur fees.
• Are you getting what you paid for? Buyers may inadvertently purchase ResMed copy products from unscrupulous online traders. Authentic, high-quality ResMed products with full warranty and service support are available from Australian Accredited ResMed partners only. Find your nearest authorised distributor.

Australian and New Zealand customers enjoy the additional benefits of our sleepVantage™ Customer Care Program. Join for FREE at www.sleepvantage.com.au/sleepvantageau/join/join-now.html

ResMed's sleepVantage™ program offers the following benefits exclusively to members:

• 50% extended warranty on all your ResMed products*
• Exclusive, frequent, discount and bonus offers
• Customer Care Helpline – available for you when you need it
• Dedicated sleepVantage website
• Free subscription to – Snooze Newz™ newsletter.

*applicable to non-expired ResMed warranty only.

Repairs

ResMed’s Global Warranty and Repairs Policy requires any ResMed equipment to be returned to the region of purchase for any warranty claims. Products purchased overseas or over the internet, require customers to return the device to the country of purchase for repair.

• ResMed Service Centres in each region are certified to repair products sold only in those regions. Some of our products feature regional customisations in their specifications.
• Patients are encouraged to purchase from their own region with the guaranteed service included to prevent the sale of products without proper patient consultation prior to purchase.

Medical devices in Australia are regulated by the Therapeutic Goods Administration (TGA) and must be included in the Australian Register of Therapeutic Goods (ARTG) before being made available for supply in Australia. Devices purchased through a ResMed Accredited partner are listed in the ARTG and have evidence demonstrating that their record of safety, performance and quality is acceptable to the TGA. Devices purchased overseas or via the internet for use in Australia may be in contravention of the Therapeutic Goods Act and Therapeutic Goods Regulations, and may also be subject to Australian Customs restrictions.

Are any medical rebates available for CPAP?

This depends on which state you reside in.

• The NSW Government provides a medical rebate of AUD$0.16 per day or AUD$0.32 per day if treatment is required for 24-hour usage. To apply for the rebate, customers should obtain the Application for the NSW Government Life Support Electricity Rebate form. This requires endorsement by your medical practitioner.
• The Victorian Government provides a Life Support rebate, however CPAP devices are not eligible for the concession.
• The Queensland Government provides rebates via the Electricity Life Support Concession Scheme. The scheme is a monthly concession to assist eligible users of an oxygen concentrator or kidney dialysis machine with meeting their electricity costs. CPAP devices, however, are not eligible for a rebate under this scheme.
• The ACT Government provides a Life Support rebate that includes CPAP regulators. The life support equipment must be prescribed by an ACT medical practitioner for the treatment of a life–threatening condition.
• The South Australian Energy Concession scheme is administered by the Department for Families and Communities.
• In Tasmania an electricity supplier, Aurora Energy, provides a medical rebate of almost AUD$0.15 per day. To apply for the rebate, customers should obtain the application form for the Aurora Energy Life Support Electricity Rebate. This requires endorsement by your medical practitioner.
• The remaining Australian States/Territories do not promote similar rebate schemes for CPAP users.

New South Wales
http://www.industry.nsw.gov.au/energy/customers/rebates#Medical Energy-Rebate

Victoria
http://www.agl.com.au/home/billing-and-payments/Pages/concessions-rebates-grants-vic.aspx#life-support

Queensland
http://www.dme.qld.gov.au/Energy/electricity_rebates_and_concessions.cfm

ACT
http://www.concessions.act.gov.au/health_and_wellbeing/life_support

South Australia
http://www.dfc.sa.gov.au/pub/default.aspx?tabid=209

Tasmania
http://www.concessions.tas.gov.au/concessions/electricity_and_heating

External links are provided as a convenience to site visitors only. ResMed does not endorse or accept responsibility for any externally linked site or its content.