FAQs

To help you understand the National Diabetes Services Scheme (NDSS) and how it works, please read through the following questions and answers. If you're still unsure, however, speak to one of our friendly NDSS Support Officers on 9325 7699.

1. What are mail orders?
   If you require bulk stocks when visiting a Access Point, you can place a second mail order for the extra stock you require. The Access Point will forward this order to Diabetes WA and we will send the stock to you directly with no delivery charge. This order can be sent to any address you nominate, so if you are concerned about the security of your goods, they can be sent to a nominated Agency for you to collect. Feel free to ask your Agency for help with this process. Click here to download a mail order form (for Access Point use only).
2. Why do I have to sign a form every time I place an order?
   The NDSS order form contains a declaration to certify that the goods received are for the treatment of the registrant's diabetes and that all information provided is correct at the time of order. This signed declaration is required by the Australian Government and validates the order for Diabetes WA to process.
3. What's the most amount of strips I can order at one time?
   This will depend on how many times a day you are testing. Diabetes testing strips do expire and you will not get an accurate reading from them if you use them after their expiry date. Therefore, it is best not to order more strips than you will use in the next six months as you can not return them to the Access Point for exchange.
4. Can I return my strips or syringes if I find I've ordered the wrong product?
   No. When you receive your goods from the ccess Point, you sign the order form and a declaration which states that you understand that neither Diabetes Australia, nor it's Agents, are permitted to exchange incorrectly ordered products. Therefore, it is in your best interest to ensure that the products you are given at the time of purchase are the correct products. Likewise, if you place a mail order at the pharmacy, please make sure you fill out your own order form (do not let anyone else do it) to ensure you order the correct products.
5. My doctor has said I am glucose intolerant. Am I eligible for the NDSS?
   No. You must be diagnosed with diabetes to be eligible.
6. Does my NDSS card expire?
   No, your NDSS card is valid for life. The date you see on your card is the date the card was issued.
   The only exception to this is if you were diagnosed with gestational diabetes, in which case, your card will expire 12 months from the date of issue. If you are diagnosed with diabetes again the future, you will need to reapply. 
7. I've just emigrated to Australia. Am I eligible for the NDSS?
   If you are eligible for Medicare, you are eligible for the NDSS. The Australian Government has signed Reciprocal Health Care Agreements (RHCA) with the following countries: the United Kingdom, New Zealand, Republic of Ireland, Sweden, Finland, Norway, Netherlands, Italy and Malta. If you have not applied for Medicare but are from one of the above countries, you can still join the NDSS but we will require a photocopy of your passport and visa along with your application form.
   
   Please note: Those people who arrive in Australia under the Investment Retirement Visa from the UK are not eligible for the NDSS. People from countries other than those listed above are not eligible for the NDSS and must pay full price for their diabetes products from the pharmacy.
8. Am I allowed to buy NDSS products for relatives overseas using my NDSS Card?
   No. Your NDSS Card is to be used for your diabetes needs only. It is illegal to send them overseas for use by others.
9. I'm going overseas. How much product can I take with me?
   You are allowed to take what you would normally use within a six month period for your own personal use.
10. Can I buy NDSS products for relatives and friends who are in Australia using my NDSS card?
    No. Each person that is eligible for the NDSS must register with the NDSS individually. If you buy products for other family members using your NDSS number, it will show up under your records and show that you are using more products than you actually are.
11. I've bought a blood glucose machine overseas. Can I get the strips for it here in Australia?
    Generally, strips supplied in Australia will not read accurately in machines purchased overseas. Please check with the manufacturer of your machine to confirm.
12. I can't get to a Access Point, how else can I purchase my NDSS products?
    Apart from purchasing your products over the counter at our Access Points, you can also place an order online at this website, by mail (via your Access Point locally or by directly mailing our Subiaco Office) or by telephone on 1300 136 588. If purchasing via our Subiaco Office, you will need access to either a credit card or cheque account to pay for your products as payment must be received at the time your order is placed. Your goods will then be mailed out to you (postage free) within 24 hours of receipt of your order.
13. What's the difference between the NDSS card and my Diabetes WA membership card?
    When buying your NDSS products from the NDSS Access Point, you will need to produce your NDSS card to prove that you are eligible. Your Diabetes WA membership card will not entitle you to the discounted NDSS products. For more information click here.

Remember: Yours NDSS Card is free for life and your Diabetes WA membership card is the one that you pay a yearly fee for and entitles you to our quarterly magazine, and other various discounted products. See Membership for more information on the benefits of becoming a member of Diabetes WA.