Delivery of our services during COVID-19 national lock-down

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How we're keeping our customers, staff and stakeholders safe during this time

Enable New Zealand understands this is an uncertain time for everyone, and people in our communities will be feeling anxious about what life might look like for the next little while.

We have been working closely with the Ministry of Health to determine which of our services will remain operating as essential services during this national 4-week lock down.

At this time, some of our services will continue, but not all will.

The Ministry of Health has determined essential services to include those which prevent a serious risk of harm or hospitalisation, or can support a person’s discharge from hospital. The focus is on keeping people safely at home.

For us, this includes:

  • Some of our equipment service – only pieces of equipment deemed essential to preventing serious risk of harm at home or enabling discharge from hospital will be processed and delivered at this time
  • Equipment repair service – only pieces of equipment deemed essential to preventing serious risk of harm at home, or enabling discharge from hospital will be repaired at this time, and where possible a replacement will be provided.
  • Some housing modifications and installations – only jobs which are deemed essential to keeping a person safe in their home, or that enables discharge from hospital will be carried out during this time. Modifications which are part way complete and are not deemed essential will be made safe and habitable, with access to all essential supplies such as gas, electricity and water
  • Equipment trials – only trials for pieces of equipment that are deemed essential will be approved and commenced during this time. We will work with Assessors where necessary on a case by case basis. Trials that are already underway will be extended and we will not be collecting any trial equipment during this time.

To also keep our staff and contractors safe, they will need to ask you some additional questions before they visit your home. These will include if anyone in your household has COVID-19, has been in close contact with anyone with COVID-19 or has recently returned from overseas travel. We can then determine the safest way to proceed.

Where equipment is being delivered to your home by a courier service this will now be left on your doorstep to avoid any physical interaction with anyone in the household. Where you need any support to set up or retrieve equipment, we will work with you to get the help you need on a case by case basis.

We will also be postponing any equipment collections during this time and you will no longer be able to request a collection via our website or call centre. We will get this service back up and running as soon as we can do safely.

The safety of our customers, staff and stakeholders is our highest priority at this time and we appreciate your patience and understanding that some services may be affected. It’s also possible that we may need to adjust how we can deliver a service to you on a case by case basis.

We may have to make more changes to our services as time goes on, depending on what happens over the next few weeks and we will keep you up to date via news on our website and social media.

You can continue to contact us via the usual ways:

Phone our call centre on 0800 362 253

Send an email to

Use our web contact form

Visit the Firstport website (external website)