Repair and replacement program
The repair and replacement plan in Australia is underway, with an initial delivery of replacement DreamStation devices expected to be sent by the manufacturer to Australia in late September. Philips will be contacting registered patients and customers with the relevant information on the next steps to implement this corrective action.
Philips aims to address all affected devices within the scope of this correction but due to the volume of devices and different models that have been affected, we regret it may take some time to repair or replace patients' devices. Philips will provide further updates on the repair and replacement plan, including for other affected models.
The registration process that Philips has established allows patients, users, or caregivers to look up their device serial number and begin registration if their unit is affected. Registration is the initial important step that patients need to complete to enable the company to organise the repair and/or replacement process for patients. Philips kindly requests that patients visit the website to register their devices: www.philips.com/SRC-update
Philips notes that consumer law rights under the Australian Consumer Law and the New Zealand Consumer Guarantees Act are in addition to any remedy that the company may provide.
Philips continues to advise patients to consult with their treating physician or care provider to determine the most appropriate options for continued treatment.
Philips is also working on the repair and/or replacement process for New Zealand.
A dedicated customer care team is set up to receive and address patient inquiries and concerns (1800 009 579 in Australia or 0800 578 297 in New Zealand – toll free). For more information on the status of the product defect correction as well as instructions for customers, users and physicians, affected parties may contact their local Philips representative or visit www.philips.com/SRC-update.
In addition to the company’s website, Philips urges all patients and their caregivers to use reputable sources such as the TGA website for accurate and up to date information on this matter.
Philips is treating this matter with the highest level of seriousness and regrets the inconvenience this is causing our patients and customers. Philips is absolutely committed to supporting the community of patients who rely on its Sleep & Respiratory Care solutions for their health and quality of life, and the physicians and customers who are dedicated to meeting patient needs.