Urgent Product Defect Correction in Australia (Recall for Product Correction in New Zealand)

Philips Sleep and Respiratory Care Devices – Australia and New Zealand

Support, at every step of the way

Understand how we’re handling the correction and know what to expect

While we work to provide patients with a corrected device as quickly as possible, we want you to feel informed about each step of the correction process, and confident in your corrected device.*

For further information, visit philips.com/src-update

*This is not applicable for Trilogy 100.

Visit our information page

1. Not Registered?

View the affected device list

Register your device

Once you've registered your device, please remember to save your confirmation number which will be emailed to you.

Didn't include your email during registration? Call us at 1800 009 579 in Australia or 0800 578 297 in New Zealand to add your email.

2. Prioritisation

Philips recognises that there is a need for some devices to be replaced as a matter of priority. If you feel you need to be prioritised, please see your physician to see if you are eligible.

3. Verifying your details

We’ll start processing your corrected device once:

You have registered your affected device including to provide your contact details and address for shipment
A device becomes available
We have received your device settings

We may need to collect some additional information from you about your current device settings and will be confirming your address for shipment. We'll reach out via phone, email or letter with questions.

4. Keeping you updated

If you would like to find more information and updates, read our FAQs by clicking the link below.

Visit our information page

Read our FAQs

5. Your corrected device

In the box with your corrected device you will receive instructions on how to:

Setup your corrected device
Return your old device and
Accessory Cleaning and Inspection Instructions

Please remove, clean and keep your current accessories (including your carry bag, mask, tubing, power supply and cord, humidifier, battery, modem or SD card if applicable) to use with your corrected device. Additionally, please follow the “Accessory Cleaning and Inspection Instructions” provided and if you notice any black foam particles, please contact Philips.

6. Returning your old device

It is very important for Philips to work with our patients to ensure the return of affected devices under our Urgent Product Defect Correction in Australia and Recall for Product Correction New Zealand. More information in relation to the correction is on the Philips website at: www.philips.com/src-update.

The return shipment for your old device is pre-paid, so there is no charge to you.

If you are in New Zealand, click on this link for details on how to return your old device to Philips.

If you are in Australia, please follow the Australia Post return process to return your old device to Philips:

Go to: return.auspost.com.au/Philips
Input the serial number of your old device as the reference number and your email address.
Then input your personal details, including your address. Review and accept the terms and conditions. You can choose to print your own label or print in store.
Take your old device and your confirmation email from Australia Post to your nearest Australia Post location.
At the post office, Australia Post will provide you with packaging for your old device to be placed in.
Once you have packaged your old device, provide it to Australia Post for return to Philips.

Do not return your carry bag, mask, tubing, power supply and cord, humidifier, battery, modem or SD card (if applicable).!

Need further assistance?

For further assistance, please visit www.philips.com/src-update or contact Philips on 1800 009 579 in Australia or 0800 578 297 in New Zealand.