About us
Why we started Connect Mobility
I'm Nadim, a pharmacist in Picton. So is everyone who works here. For fifteen years I gave people a phone number when they needed equipment. Then my mum needed help and I rang that number myself. It went badly. So we built the place we should have been sending people to.
Behind the pharmacy counter
Between the three of us, we've spent more than forty years behind a pharmacy counter.
You get to know people there. You notice who comes in twice a week, and who has quietly stopped coming in. You learn to read someone's face before they've said a word.
You also become the one everyone rings, from cousins and aunts to the neighbour with a hospital letter they don't understand. I liked being the one with the answer.
When it was my mum
Mum came in on the first Tuesday of every month for eleven years. She'd collect her scripts, then stay for twenty minutes to tell me about her garden.
One month she didn't come. My brother picked up her scripts instead and said she was busy. She was 78, and I knew she wasn't busy.
It took me two months to work out what had happened. She'd slipped in the bathroom in March. Nothing was broken, so she didn't tell anyone.
But she'd stopped showering unless someone else was home. She'd stopped going down the back steps to the garden she'd kept for thirty years. She'd moved her bed into the front room so she didn't have to walk the hallway at night.
Without saying a word, she'd shrunk her life down to four rooms. None of us noticed.
I didn't know where to start
She needed a rail, a shower stool at the right height, and someone to spend forty minutes in her house finding out what scared her.
I'd spent my whole career being the one who knows what to do. Standing in her kitchen, I had no idea where to start.
So I did what I'd told hundreds of customers to do. I rang the number.
They said they could order it in, two weeks. When I rang back at three weeks, I got someone new who had no record of the order. Nobody asked me a single question about Mum, like her height or whether there were steps.
Sitting in the car outside her house, I kept thinking about every person I'd sent to that number.
Every number we handed out
For years, people asked us where to get a walking frame, a bed rail or continence supplies that arrive on time. We'd write a phone number on the back of a receipt and tell them to give it a try.
We thought that was helping. Now I know we were passing the problem on to someone else.
"So we stopped handing out phone numbers. We built the place we should have been sending people to all along."
Nadim Assaf · Registered Pharmacist · Co-FounderHow we work now
1. A pharmacist answers the phone
Everyone here is a registered pharmacist. When you ring, you'll get one of us.
2. We ask questions first
How tall is whoever's using it? Are there steps at home? What have they stopped doing lately? Those answers tell us more than any product page.
3. You only explain once
We keep heights, weights, past orders and which bathroom the rail is for on file. If a frame came back because the brake was too stiff, we note that too.
Ring us in eleven months and we'll pick up where we left off.
4. We call before you chase
If your delivery is running late, you'll hear it from us first, with a real new date. When your NDIS plan is close to renewal, we'll let you know early and offer to prepare the quotes.
5. We check in afterwards
About a week after delivery, we send a short email with one question. Is it being used?
A lot of equipment ends up unused in a hallway. Sometimes it's the wrong height or the brake is too stiff. Sometimes someone's too proud to use it. Reply and tell us, and we'll help you sort it out. If you'd rather not, ignore the email and we'll leave you alone.
6. Sometimes we'll say no
If your child has another eight months in their current size, we'll tell you to save the budget. If a rail and a stool might do the job, we'll suggest starting there before a frame.
We'd rather lose a sale than sell you something that sits in the hallway.
7. Try it first *
Come to the Picton showroom and push it, fold it and lift it. If you can't get here, we'll talk you through the measurements properly so you're not guessing.
8. Supplies before you run out
Regular supplies ship on a set cycle. The cupboard never runs empty, and you don't have to remember to reorder.
Monthly supplies
If you use continence or daily living supplies every month, we'll send them on a fixed cycle. There's no app and no lock-in. To stop, tell us any month.
When things suddenly change
Someone comes home from hospital needing more help than before. A child grows out of everything in one term. Someone has a second fall.
In a week like that, you won't want to compare products online. You'll want to ring someone who already knows your situation and can tell you what to do.
That's why we keep everything on file. On a bad day, you ring one number and say the name, and we already know the details.
Call us on 1300 216 888, even if you're not buying anything.
What customers say
"As a support coordinator, my team and I deal regularly with Connect Mobility. They are easy to deal with, quick to respond, reliable, professional and most importantly know how to work with OTs and plan managers. It's reassuring to have a supplier I can confidently refer clients to."
Zahra S. Support Coordinator · Google review"She walked into the store and was greeted with a warm welcome. She was given multiple options and tried multiple items till she found the right fit. The price was also cheaper than what the competitors were asking."
Google review Left on behalf of an elderly neighbour"They took the time to understand what I needed, gave really thoughtful recommendations and even organised a free trial so I could be sure before committing. Once I placed the order, it arrived the next day."
Anastasia P. Google review"My mother uses it every night and says she can barely tell it's there, but it's given us total peace of mind. We've washed it multiple times and it's held up great."
Brian D. Verified purchase · Waterproof fitted sheetWhere to start
You don't need the right words. Tell us what's happened and we'll take it from there.
Buying for a loved one
You might not know the height of their shower recess, or whether they'll use what you buy. That's normal. Tell us what they've stopped doing and we'll work backwards from there.
Buying for your child
On an NDIS plan, you've probably explained your child from scratch to a lot of people this year. Here you'll do it once. We keep sizes, reports and history on file. We deal with your OT directly, and we check the funding before anything ships.
See it before you buy
Come to the Picton showroom. Bring your plan, your questions and whoever you like. It's a quiet room with chairs, and nobody will hover.
Mum got her garden back
It took a rail, a stool, and someone spending forty minutes in her house asking the right questions. Most of what we do is paying that kind of attention.
If you've been sitting on a problem for weeks, or someone you love has gone quiet about something, ring us. You don't need to be ready to buy.
info@connectmobility.com.au · Ground floor
Serving Wollondilly, Macarthur, the Southern Highlands and greater Sydney
✓ NDIS Registered Provider #4050144759
* How returns work
Bathroom, toileting and continence products can't be returned once they've been used, for hygiene reasons. If they're unused and still in the original packaging, you can return them within 14 days of delivery.
You're welcome to try anything else inside the house and send it back within 14 days of delivery. If it's been used outdoors, on a footpath or in the garden, we can't take it back, because we can't resell it.
We'd rather tell you this now than surprise you with fine print later. Read the full returns policy.