All families are encouraged to familiarise themselves with the Cochlear Global Warranty policy and understand the warranty terms, conditions and limitations in the unlikely event that a sound processor part is broken and will need to be replaced.
A hard copy of the policy has been supplied to each family at part of their Cochlear pack at the time of your child’s implant activation and is available at all times via the Cochlear website.
Should your child’s Cochlear implant sound processor become lost, broken or malfunctions here is the following procedure to follow:
- Contact Shelia Cogan on (02) 9370 4451 or [email protected], in her absence our friendly CPA team will be able to assist.
- If the breakage is deemed accidental, Sheila will talk you through the process of submitting a replacement request with Australian Hearing and will coordinate a loaner part while your child’s device is assessed by Cochlear. A statutory declaration will be required.
- Please ensure that your ‘yellow card’ from Australian Hearing is up-to-date.
- The decision to replace any device part under warranty sits solely with Cochlear.
- At every step of the way The Shepherd Centre works in conjunction with Australian Hearing and Cochlear to ensure you and your family are well informed of the next steps in the process.
If you or your family have any questions or concerns about the warranty conditions or limitations, or require an interpreter for the policy, don’t hesitate to contact our audiology team at [email protected] or (02) 9370 4400.