NCARE FREQUENTLY ASKED QUESTIONS

Healthcare Professionals

  • As a healthcare professional how do I register for NCare®?

    If you are interested in using the NCare® program, please contact your local Hospital Account Specialist or Nestlé Consumer Services who will set you up with an NCare® account.

    Contact Nestlé Consumer Services on 1800 671 628 (option 3) (8.30am-5.30pm AEST)

    Send us a message here

  • Who do I contact if I have any technical questions regarding NCare®?

    For technical questions, i.e. password issues, patient registration difficulty, please contact Nestlé Consumer Services on 1800 671 628 (option 3) between 8.30am-5.30pm (AEST).

    Send us a message here

  • If a patient has a home delivery issue, who should they contact?

    As distribution (home delivery) is handled by Nestlé Health Science distribution partners, the best contact will be the distributor who services the state you are in. This information is captured in the patient’s regimen details and can also be found below.

    Nestlé Health Science distribution partners for the NCare® program across Australia:

    NSW / ACT / QLDBrightsky Australia

    1300 886 601

    Monday to Friday

    8.30am – 5.00pm

    Local state times

    VIC / TAS

    Independence Australia

    1300 788 855

    Monday to Friday

    8.00am – 7.00pm AEST

    VIC (Hospital to Pay)

    Nestlé Health Science

    1800 335 931
    Monday to Friday
    8:00am – 3.00pm AEST

    SA / WA / NT

    Symbion

    1300 915 524

    Monday to Friday
    8:30am – 5.00pm AEST

    Local state times

    Private Hospitals (All States)

    Nestlé Health Science

    1800 671 628 (Option 3)

    Monday to Friday
    8:30am – 5:30pm AEST
  • If a patient wants to adjust or change the nutrition products on their regimen, who should they contact?

    If a patient wants to change their regimen (other than flavour variation), then they must make this request via their healthcare professional.

  • If a patient has a feeding pump issue at home, what should they do?

    Firstly, the patient should refer to the relevant pump trouble shooting guide. If the issue remains, please contact Cardinal Health Consumer Services on 1800 959 659 who can then triage the issue further if required.

    Click here to access the pump trouble shooting guide in the Resource Centre.

  • What if a patient needs to have a pump collected once they no longer require it?

    Please contact your Cardinal Health Account Specialist to arrange a return of the pump or refer to your organisation’s internal policy.

  • How does NCare® handle privacy and personal details?

    Nestlé takes its obligation to safeguard your personal information very seriously. We adopt the most stringent measures and follow generally accepted industry standards to prevent unauthorised access to healthcare professional or patient details that we collect. All personal information, including sensitive data, collected through our website is encrypted. NCare® is hosted in a secure server environment and is password protected to keep you and your patient’s data safe. Help us to protect it by choosing a hard-to-guess password, and never leave your NCare® account login and password on a shared computer. Please refer to the Nestlé privacy policy on the NCare® website for further information on how we process your personal data. This policy also contains details about how you can contact us about our use of your personal information, including how to access or correct it.

Consumers

  • How long will my delivery take?

    Delivery times will vary depending on your location. Click here to see a table of estimated shipping times for various locations across Australia.

  • How do I register for NCare® so I can purchase my nutrition products from you directly?

    Please speak with your healthcare professional about registering you with the NCare® program to allow easy access to your nutrition products at home.

  • My healthcare professional has registered me with the NCare® program but who do I call to confirm my order and arrange delivery?

    To place your NCare® order that was set up for you by your healthcare professional and to arrange payment, please contact the NCare® distribution partner for your state. You will simply need to quote your full name and that you are an NCare® customer. Please allow 12-24 hours for the NCare® registration to reach the distribution partner in your state before you make the call to ensure your regimen is in the system. The NCare® distribution partner will then advise you on the lead time for your order to be delivered.

    If your nutrition products are funded by your hospital, the order will automatically be sent to your home or nominated address with no further action required.

    If you have been set up with NCare® by a healthcare professional working in a private hospital or clinic, please contact Nestlé Consumer Services 1800 671 628 (Option 3) Monday to Friday, 8:30am – 5:30pm AEST to place your order and arrange payment.

    Nestlé Health Science distribution partners for NCare® across Australia:

    NSW / ACT / QLDBrightsky Australia 

    1300 886 601

    Monday to Friday

    8.30am – 5.00pm

    Local state times

    VIC / TAS

    Independence Australia

    1300 788 855

    Monday to Friday

    8.00am – 7.00pm AEST

    SA / WA / NTSymbion

    1300 915 524

    Monday to Friday

    8.30am – 5.00pm
    Local state times

    Private Hospitals (All States)Nestlé Health Science

    1800 671 628 (Option 3)

    Monday to Friday
    8:30am – 5:30pm AEST

  • Will the Nestlé Health Science distribution partner contact me to take subsequent orders?

    No, you are required to contact the NCare® distribution partner for your state once it is time for your next order. Please place the next order 1-2 weeks prior to you running out of your nutrition products to ensure you get your new order in time.

  • Can you deliver to a PO Box address?

    No, we are not able to deliver to a post office box address. The courier who will deliver your order can only deliver to a street address.

  • If I have a home delivery issue, who should I contact?

    As distribution (home delivery) is handled by Nestlé Health Science distribution partners, the best contact will be the distributor who services the state you are in. This information is captured on the regimen details provided by your healthcare professional and can also be found below.

    NSW / ACT / QLDBrightsky Australia

    1300 886 601

    Monday to Friday

    8.30am – 5.00pm

    Local state times
    VIC / TAS

    Independence Australia

    1300 788 855

    Monday to Friday

    8.00am – 7.00pm AEST

    SA / WA / NT

    Symbion 

    1300 915 524

    Monday to Friday

    8.30am – 5.00pm
    Local state times

    Private Hospitals (All States)

    Nestlé Health Science

    1800 671 628 (Option 3)

    Monday to Friday
    8:30am – 5:30pm AEST
  • If I want to adjust or change the nutrition products on my regimen, who should I contact?

    If you want to change the nutrition products on your regimen (other than flavour variation), then please contact your healthcare professional to discuss this request.

  • Who should I contact if products arrive damaged

    As distribution (home delivery) is handled by Nestlé Health Science distribution partners, the best contact will be the distributor who services the state you are in. This information is captured on the regimen details provided by your healthcare professional and can also be found below.

    NSW / ACT / QLDBrightsky Australia

    1300 886 601

    Monday to Friday

    8.30am – 5.00pm

    Local state times
    VIC / TAS

    Independence Australia

    1300 788 855

    Monday to Friday

    8.00am – 7.00pm AEST

    SA / WA / NT

    Symbion

    1300 915 524

    Monday to Friday

    8.30am – 5.00pm
    Local state times

    Private Hospitals (All States)

    Nestlé Health Science

    1800 671 628 (Option 3)

    Monday to Friday
    8:30am – 5:30pm AEST
  • What if I am not at home when my delivery arrives?

    The courier will try to deliver on another day, or will leave your nutrition products at the door if instructed to do so.