Exceptional circumstances - non MSD-accredited suppliers

A client should get their medical alarm services from an MSD-accredited medical alarm supplier unless there are exceptional circumstances that mean the client needs to get their medical alarm services from a non MSD-accredited medical alarm supplier.

When considering whether the client has exceptional circumstances, consider the following factors:

• the client has special needs, such as non-English speaking, deaf or hearing impaired, that cannot be met by an MSD-accredited medical alarm supplier
• the client currently gets medical alarm services from a non MSD-accredited supplier, and has current contract limitations which prevent them from changing suppliers immediately
• medical alarm services are not provided by an MSD-accredited medical alarm supplier in the area where the client lives
• any other circumstances the client has that you consider relevant

Contact Helpline if you need any assistance in making your decision.

Note the client will need to provide a copy of the contract they have with their non MSD-accredited medical alarm supplier.

The cost can only be included in their Disability Allowance if:

• the client has exceptional circumstances and
• the service being supplied is a monitored medical alarm and
• the type of medical alarm is the same as one of the types of medical alarms provided by an MSD-accredited medical alarm supplier and
• the supplier of the medical alarm is a registered company

Some clients applying for Disability Allowance may already have a medical alarm from a non MSD-accredited medical alarm supplier.

You should discuss with the client reasons we have accreditation (e.g. meet standards, client's protection, clear complaints process) and the option of changing to an MSD-accredited supplier.

You will need to discuss the client's reasons for having a medical alarm from this supplier, and check if they have any exceptional circumstances.

If the client does not have exceptional circumstances, you will need to discuss changing to an MSD-accredited medical alarm supplier if they want to include their medical alarm service cost in their Disability Allowance.

The client should be advised of the decision in writing, including:

• the reasons why it has been agreed to include the cost of their medical alarm service from a non MSD-accredited medical alarm supplier in their Disability Allowance and
• the expiry date of their assistance (if it has been agreed to include the cost until their existing contract expires) and
• their obligation to advise immediately if there is any change in their circumstances

You can decline assistance for a client with a medical alarm from a non MSD-accredited medical alarm supplier if:

• you determine the service being provided is not a monitored medical alarm (e.g. a security alarm) or
• the client does not have exceptional circumstances for services not available through an MSD-accredited medical alarm supplier