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Frequently Asked Questions

How to Reset my Password (Forgotten Password)?

Where are your Terms and Conditions?

Discounts

Spare Parts

Can I customise my own Bag / Kit?

About NEANN and RAPP Australia Pty Ltd

Q
Who is NEANN?
A

Australia’s Leading Medical Equipment Brand

NEANN is the medical equipment division, a brand of RAPP Australia Pty Ltd. The focus of the division is to design, develop and provide first response, emergency and hospital medical equipment and supplies that are effective, reliable and safe to use.

NEANN is a leader among medical equipment suppliers and our products can be found in use around Australia in most ambulances, hospitals, clinics and emergency services teams. RAPP Australia Pty Ltd holds ongoing contracts with all State governments in Australia as well as several leading emergency agencies and works in collaboration with its clients to ensure equipment is performing as intended. NEANN is also the exclusive distributor of several leading medical equipment brands, including the Allied Health brand of oxygen regulators and resuscitation equipment, among others.

NEANN is the exclusive Australian distributor to a number of companies and their product ranges. These include but are not limited to Allied Healthcare Products, Mercury Medical and VeinLite to name a few.

NEANN

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Q
Who is RAPP Australia Pty Ltd?
A

Celebrating over 30 years of services to Australia and overseas businesses.

RAPP Australia Pty Ltd the company which owns the NEANN and firelogistics brands. Since its inception in 1982, RAPP Australia Pty Ltd has always ensured that any products designed, manufactured and distributed by RAPP Australia Pty Ltd and its medical and fire divisions – NEANN and firelogistics – provide equipment that adheres to RAPP Australia Pty Ltd’s Vision for Services. All products must be the best product for:

  • Effectiveness
  • Reliability
  • Safety of Use

Emergency services workers, medical staff, fire fighters, police, paramedics, lifeguards, first responders and volunteers are some of the most important members of society and we cannot live without them. If they have the best gear available to them, then their jobs will become easier and safer for all.

RAPP Australia

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Q
How do I contact NEANN?
A

Our information is provided below or alternatively you can view our contact details here or clicking the 'Contact Us' button up the top of the page.

Address: RAPP Australia Pty Ltd
Unit 1, 22 Hicks Street,
PO Box 120,
LARA, Victoria
3212 Australia
Phone: +61 3 5284 0222
Fax: +61 3 5282 4892
Email: sales@rappaustralia.com.au

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Q
Where is NEANN located?
A

RAPP Australia Pty Ltd have offices in QLD, NSW, VIC and New Zealand however we have a head office located below.

Address: RAPP Australia Pty Ltd
Unit 1, 22 Hicks Street,
PO Box 120,
LARA, Victoria
3212 Australia

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Q
Why Shop at NEANN?
A

It is important that the NEANN brand be seen both as a reliable designer, manufacturer and distributor of products. We at RAPP Australia Pty Ltd make it our business to be aware of the true nature of emergency services work. NEANN has developed leading equipment bags, spine boards, first aid kits, oxygen regulators and resuscitation equipment products and also holds exclusive distribution rights on some very unique medical equipment suppliers.

RAPP Australia Pty Ltd designs and develops many emergency medical equipment products under the NEANN brand. Company representatives attend trade shows and facilities around the world to ensure that NEANN has the best materials, techniques and practice to produce world-class products that adhere to a vision of providing products that are effective, reliable and safe to use. Clients are encouraged to discuss projects for new equipment, or to work on improving systems for applications in the field.

NEANN is committed to developing unique products that either lead the industry or offer a unique point of difference to remain competitive and offer benefit’s to our customers. This is an ongoing commitment to constantly evolve and improve products that has been assisted with collaboration and feedback from our clients.

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Q
Who are NEANN’s distributors?
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Q
How do I find NEANN on Facebook?
A

NEANN is a division of RAPP Australia Pty Ltd. You can contact us on Facebook by clicking this link https://www.facebook.com/RAPPAustralia. Please be aware that Facebook is only for social media and news updates. Should you have a question or any issues regarding our site or a product please contact us by phone: 03 5284 0222 or by email at sales@rappaustralia.com.au

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Q
How do I find NEANN on Twitter?
A

NEANN is a division of RAPP Australia Pty Ltd. You can contact us on Twitter by clicking this link https://twitter.com/RAPPAustralia. Please be aware that Twitter is only for social media and news updates. Should you have a question or any issues regarding our site or a product please contact us by phone: 03 5284 0222 or by email at sales@rappaustralia.com.au

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Customer Service

Q
I have a complaint, what do I do?
A

We assure you that customer satisfaction is our top priority and we want our service at RAPP Australia Pty Ltd to reflect that principle. We truly appreciate customers who take the time to let us know about their experiences with our company whether they are negative or positive.

All complaints are handle by our internal complaints department and they can be contact through

Address:
RAPP Australia Pty Ltd
Unit 1, 22 Hicks Street,
PO Box 120,
LARA, Victoria
3212 Australia

Phone: 03 5284 0222

Fax: 03 5282 4892

Email: sales@rappaustralia.com.au

Should you choose to contact us via email, fax or by post a RAPP Australia Pty Ltd representative will be in contact with you shortly to clarify and gather any additional information about your complaint and to make our best attempt in regaining your confidence in our company.

You can also fill out our Customer Complaints Form here.

If your complaint is regarding a product, please fill out our Return Goods Form here.

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Q
Who should I send a complement to?
A

We appreciate your feedback and you can contact one of our friendly staff members via our

Address:
RAPP Australia Pty Ltd
Attention: Sales and Marketing Manager
Unit 1, 22 Hicks Street,
PO Box 120,
LARA, Victoria
3212 Australia

Phone: 03 5284 0222

Fax: 03 5282 4892

Email: sales@rappaustralia.com.au

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How to Reset my Password (Forgotten Password)?

Q
How to Reset my Password (Forgotten Password)?
A

Please click the link below if you require you password to be reset. If this does not work, please contact our Administrator at sales@rappaustralia.com.au or alternately on 03 5284 0222. Please click here to rest your password.

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Where are your Terms and Conditions?

Q
Where are your Terms and Conditions?
A

NEANN’s Terms and Conditions are located on the ‘About Us’ page which can be accessed by clicking the ‘About Us’ button up on the top bar. Alternately, you can click here to access this information.

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General

Q
Service & Repairs
A

NEANN provide a range of Service and Repairs. For more information please click here or alternately, you can contact one of our friendly sales representatives either by phone: 03 5284 0222 or by email at sales@rappaustralia.com.au.

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Registration

Q
Why Register?
A

You must login or register with NEANN first to view our product prices and or purchase any of our products online.

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Q
How do I Register?
A

You must submit a ‘Registration Request’ by clicking the link at the top of this webpage to register with NEANN. Alternately, you can click here to access this information.

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Q
My Registration is taking too long!
A

Please be patient, we will get you through. At NEANN every registration is checked for authenticity and in turn can take time. If you are experiencing longer than usual waiting times, please contact one of our friendly staff members on 03 5284 0222 or by email on sales@rappaustralia.com.au

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Q
My Registration states that it is pending. What does this mean?
A

At NEANN every registration is checked for authenticity. If you are experiencing longer than usual waiting times, please contact one of our friendly staff members on 03 5284 0222 or by email on sales@rappaustralia.com.au

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Q
I cannot login. What do I do?
A

You must submit a ‘Registration Request’ first before you can login (not required every time).

Please check to see if you have the ‘Caps Lock’ off, as our sign-in details are case sensitive.

You may also need to check your email address by making certain the full stops and the ‘@’ symbol are in the correct location as well as re-checking you password.

If you work for a company, you might need to verify with other members of staff who may have changed the password.

If the above options are not an issue, you can reset your password here.

Alternatively, if all else fails, please contact sales@rappaustralia.com.au and one of our friendly staff members will confirm your Login.

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Q
I am on Overseas client. Why cannot I purchase a product online?
A
Due to variation of shipping costs, we are unable to process an overseas sale online.

You will be automatically directed to fill out an enquiry form where a sales team will be happy to come back to you with a quote.

Should you wish to contact us regarding this matter or an online order, please call us on
+61 3 5284 0208 or alternately at sales@rappaustralia.com.au
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Purchasing a Product

Q
What is a Product Finder?
A

The Product Finder assists you with your search on our range of products.

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Q
I cannot see the Prices!
A

You must login or register with NEANN first before any prices will be shown. Click here to submit a registration request. Please note that some products may not have a price.

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Q
I cannot find a Product!
A

Not all of NEANN’s range of products are on the website. If you are having difficulty finding a product, please contact us on 03 5284 0222 or by email on sales@rappaustralia.com.au

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Q
Which product is right for me?
A

Please contact one of our friendly sales representatives either by phone: 03 5284 0222 or by email at sales@rappaustralia.com.au if you are having trouble deciding which product would suit your needs.

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Q
Payment Options
A

Our payment options are as follows:

We accept Credit Card (Master Card or Visa), EFT or via Pay Pal.

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Q
How long would it take for a purchased product to be made?
A

Lead time varies depending on demand, however should you require specific dates for a product to be made, please contact us on 03 5284 0222 or at sales@rappaustralia.com.au.

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Q
Out of Stock Products
A

If you are looking for a product that is currently ‘Out of Stock’ please contact our friendly staff on 03 5284 0222 or at sales@rappaustralia.com.au for availability.

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Q
How do I get a custom product designed?
A

You will need to make an appointment with one of our expert staff either by phone: 03 5284 0222 or by email at sales@rappaustralia.com.au

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Q
I am on Overseas client. Why cannot I purchase a product online?
A
Due to variation of shipping costs, we are unable to process an overseas sale online.

You will be automatically directed to fill out an enquiry form where a sales team will be happy to come back to you with a quote.

Should you wish to contact us regarding this matter or an online order, please call us on
+61 3 5284 0208 or alternately at sales@rappaustralia.com.au
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Orders, Shopping Cart & Shipping Information

Q
Registering
A

Please follow the below steps to register:

  1. Click the 'Registration Request' link in the site's main navigation.
  2. Fill in the form on this page with your profile.
  3. Click 'Get Member Access' to registration.
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Q
Shopping Cart Help (Step by Step Instructions)
A

If you are having troubles updating products or editing your cart, feel free to Contact Us for assistance.

To purchase a product:

  1. First you must register or login to begin the shopping cart experience.
  2. Then you must utilize the "Add to Cart" or "Buy now" buttons to place an item in the shopping basket.
  3. After a product is added to the shopping basket, you can click the "View or Edit Cart" links to update quantities or remove products from the basket
  4. Once you have the products and quantities finalized, you can click the "Checkout" link
  5. Next, complete the required Billing, Shipping and Payment information.
  6. Finally, select the Order Complete option to complete the transaction.
  7. Once the order has been processed, a confirmation email will be sent and the product(s) shipped to the designated address.
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Q
How do I place an order with NEANN?
A

Please follow the below steps to Place Your Order:

  1. Navigate to the product of your choice via the categories listed in the Products drop down menu in the main navigation, or click Products to see more.
  2. On the description page of your product, enter the quantity you wish to order, then select 'Add to Cart’.
  3. You will be prompted to either continue shopping or to view the items in your shopping cart and checkout. Select 'View Cart and Checkout'.
  4. The items in your shopping cart will be shown. You are able to edit the amount of products you wish to purchase by clicking the 'Update Quantities' button in this section. You are also able to remove products by clicking on the red button with the 'x' on it. If you are happy with your purchase please select 'Proceed to Checkout' to place your order.
  5. You will then be required to check and update any personal details if necessary. Once all the fields marked with a red asterisk are entered, please read over our Private Policy and the Terms and Conditions before ticking the box. Then select 'Proceed to Delivery Details'.
  6. In this step, please ensure that your delivery details are correct prior to choosing the type of delivery you require (pick up, delivery, own courier or request a quote). Don't forget to type in the word verification before you select 'Proceed to Payment'.
  7. You details are shown on the right-hand side of the screen and on the left is the Payment Method. Select one of the two options of payment, which are: Credit Card and PayPal and then 'Finalise Your Purchase'. Please contact our sales team on (03) 5284 0222 should you require more payment options.
  8. At this stage, fill in your credit card details or sign in to your PayPal account. If using PayPal re-check you shipping details and card details before purchasing our products.
  9. If you paid by Credit Card: You will be sent to a 'Tax Invoice' page where you can print out your invoice. You will also be sent a email receipt from NEANN (please check your 'Junk' folder). If paid by PayPal: Once payment is completed, on the PayPal's page there will be an option to print out a invoice as well as a link to return you to NEANN website. You will also be sent a email receipt from NEANN (please check your 'Junk' folder).
  10. You can access your order anytime by signing into your NEANN account and selecting the 'Order History' button up the top of the page.
  11. Should you have any difficulties please contact our sales team on (03) 5284 0222.
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Q
Payment Options
A

Our payment options are as follows:

We accept Credit Card (Master Card or Visa), EFT or via Pay Pal.

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Q
Out of Stock Products
A

If you are looking for a product that is currently 'Out of Stock' please contact our friendly staff on 03 5284 0222 or at sales@rappaustralia.com.au for availability.

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Q
Discounts
A

Are available depending on the product, quantity and situation. Please contact our staff on 03 5284 0222 or at sales@rappaustralia.com.au for more information.

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Q
Delivery Times
A

Our aim is to despatch stocked items within 24hrs of receiving the order. If the product is not in stock, one of our friendly staff will contact you to discuss.

If the product is a customised product lead times for the manufacture of these with vary greatly depending on the individual circumstances.

Should you require further information please contact us on 03 5284 0222 or at sales@rappaustralia.com.au.

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Q
Shipping & Parcel Information
A

All orders despatched are traceable through our courier company, Star Track.

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Q
My Parcel Is Late!
A

Please contact us on 03 5284 0222 or at sales@rappaustralia.com.au and one of our friendly staff will contact you with an explanation and an estimated time of arrival.

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Q
When I click ‘buy now’ will I be billed straight away?
A

You should be billed instantaneously however, it can take up to 24 hours on a weekday until the money will be taken out of your account. This may take longer on the weekends.

If you are experiencing longer than normal billing issues, please contact us on 03 5284 0222 or by email on sales@rappaustralia.com.au

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Q
I am on Overseas client. Why cannot I purchase a product online?
A
Due to variation of shipping costs, we are unable to process an overseas sale online.

You will be automatically directed to fill out an enquiry form where a sales team will be happy to come back to you with a quote.

Should you wish to contact us regarding this matter or an online order, please call us on
+61 3 5284 0208 or alternately at sales@rappaustralia.com.au
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Overseas Clients

Q
I am on Overseas client. Why cannot I purchase a product online?
A
Due to variation of shipping costs, we are unable to process an overseas sale online.

You will be automatically directed to fill out an enquiry form where a sales team will be happy to come back to you with a quote.

Should you wish to contact us regarding this matter or an online order, please call us on
+61 3 5284 0208 or alternately at sales@rappaustralia.com.au
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Updating Details / Information

Q
How do I change the name registered to my account?
A

Please follow the below steps to change your name:

  1. Click the 'Dashboard' button in the site’s main navigation banner.
  2. Once on the dashboard screen, click 'Edit Account Details'.
  3. Make the necessary changes to your name.
  4. Click on 'update account details' to save the changes you have made.
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Q
How do I change my company name information?
A

Please follow the below steps to change your company name:

  1. Click the 'Dashboard' button in the site’s main navigation.
  2. Once on the dashboard, select 'Edit Account Details'.
  3. Make the necessary changes to your company name.
  4. Click 'Update Account Details' to save your changes.
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Q
How do I change my personal title information?
A

Please follow the below steps to change your title information:

  1. Click the 'Dashboard' button in the site’s main navigation banner.
  2. Once on the dashboard page, make the required changes to your personal title information.
  3. Click on 'Update Account Details' to save your changes.
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Q
How do I change my address details?
A

Please follow the below steps to change your address:

  1. Click on the 'Dashboard' button in the main navigation at the top of each page.
  2. Once on the dashboard page, click 'Edit Account Details'.
  3. Make the necessary changes to your address information.
  4. Click 'Update Account Details' to save your changes.
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Q
How do I change my registered shipping address?
A

Please follow the below steps to change your shipping address:

  1. Click the 'Dashboard' button in the site’s main navigation at the top of each page.
  2. Once on your dashboard page, select 'Edit Account Details'.
  3. Make the necessary changes to your delivery address information.
  4. Click 'Update Account Details' to save your changes.
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Q
How do I update my email address details?
A

Please follow the below steps to change your email address:

  1. Click the 'Dashboard' button in the site’s main navigation at the top of each page.
  2. Once on your dashboard page, select 'Edit Account Details'.
  3. Make the necessary changes to your email address.
  4. Click 'Update Account Details' to save your changes.
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Q
How do I update my password?
A

Please follow the below steps to change your password:

  1. Click the 'Dashboard' button in the site's main navigation.
  2. Once on the dashboard, select 'Edit Account Details'.
  3. Once on the Edit Account Details, select 'Do you wish to change Password'.
  4. Make the necessary changes to new password details.
  5. Click 'Update Account Details' to save your changes.
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Q
How do I update my phone number information?
A

Please follow the below steps to change your phone number:

  1. Click the 'Dashboard' button in the site's main navigation.
  2. Once on the dashboard, select 'Edit Account Details'.
  3. Make the necessary changes to phone number details.
  4. Click 'Update Account Details' to save your changes.
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Q
How do I review or change the number of items in my order?
A

Please follow the below steps to change an order:

  1. Access your shopping cart by clicking the 'Shopping Cart' tab at the bottom of the page.
  2. From this screen you can change, view or delete the items and quantities of products you have ordered.
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    Technical Problems

    Q
    Registering
    A

    Please follow the below steps to register:

    1. Click the 'Registration Request' link in the site's main navigation or click here.
    2. Fill in the form on this page with your profile.
    3. Click 'Get Member Access' to register.
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    Q
    Forgot Password
    A

    Please follow the below steps to access your password or ID / username:

    1. Click the 'Log In' button in the site's main navigation.
    2. Once on the member login, click 'Forgot Password'.
    3. Fill in the form on this page with your name and email address.
    4. Click 'Submit' to submit your requirement.
    5. A confirmation email will be sent to your registered email address. Click the link in this email to complete the password reset process.
    6. You will be directed back to the NEANN website where you will be prompted to fill in the form on this page with your new password.
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    Q
    Subscribe / Unsubscribe to Newsletters
    A

    Please follow the below steps to subscribe to our Newsletter:

    1. Fill in the form in the site's footer.
    2. Click the 'Subscribe' button in subscribe email.

    Please follow the below steps to unsubscribe to our Newsletter:

    1. Open subscribe email.
    2. Click the 'Unsubscribe' link in subscribe email.
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    Q
    My Account has been Restricted / Suspended
    A

    There are many reasons why your account could be restricted / suspended. One of the main causes for a restricted account is if a bill is overdue.

    RAPP Australia Pty Ltd has the right to terminate, delay or restrict your access to your account or your use of the site at any time without notice and for any reason whatsoever.

    You are personally liable for any orders that you place or changes that you incur prior to termination.

    RAPP Australia Pty Ltd staff(s) may terminate, delay or restrict your access to NEANN at any time if we become aware of any security breaches or prohibited use or where it is necessary for the management of RAPP Australia Pty Ltd computer systems. RAPP Australia Pty Ltd staffs are not required to provide any reason or notification for any such termination, delay or restriction.

    We reserve the right to change, delay, restrict, suspend or discontinue all or any aspects of the site or page at any time without prior notice for any reason whatsoever.

    If you believe that your account has been wrongfully restricted / suspended, please contact us by phone: 03 5284 0222 or by email at sales@rappaustralia.com.au

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    Q
    My Account has been Terminated
    A

    There are many reasons why your account could be terminated. One of the main causes for a terminated account is if your bills are continuously overdue.

    RAPP Australia Pty Ltd has the right to terminate, delay or restrict your access to your account or your use of the site at anytime without notice and for any reason whatsoever.

    You are personally liable for any orders that you place or changes that you incur prior to termination.

    RAPP Australia Pty Ltd staff(s) may terminate, delay or restrict your access to NEANN at any time if we become aware of any security breaches or prohibited use or where it is necessary for the management of RAPP Australia Pty Ltd computer systems. RAPP Australia Pty Ltd staffs are not required to provide any reason or notification for any such termination, delay or restriction.

    We reserve the right to change, delay, restrict, suspend or discontinue all or any aspects of the site or page at any time without prior notice for any reason whatsoever.

    If you believe that your account has been wrongfully terminated, please contact us by phone: 03 5284 0222 or by email at sales@rappaustralia.com.au

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    Q
    Payment Options
    A

    Our payment options are as follows:

    We accept Credit Card (Master Card or Visa), EFT or via Pay Pal.

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    Q
    How do I make an enquiry with your company?
    A

    Please follow the below steps to leave feedback:

    1. Click 'Contact Us' in the main navigation near the top of each page of our site (or click here).
    2. Fill in the form on this page with your enquiry or feedback, then hit 'Submit'. A member of our Customer Service team will be in touch with you via either email or phone.
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    Discounts

    Q
    Discounts
    A

    Are available depending on the product, quantity and situation. Please contact our staff on 03 5284 0222 or at sales@rappaustralia.com.au for more information.

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    Spare Parts

    Q
    Spare Parts
    A

    NEANN stock a large catalogue of spare parts for both its own and third party products.

    Not all of our spare parts are listed, so if you cannot find the one you are looking for, do not stress, contact our friendly sales staff at sales@rappaustralia.com.au or alternately on 03 5284 0222 – we will be happy to assist you with your purchase.

    *Please choose your products wisely because there is a 20% restocking fee for all returned products.

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    Can I customise my own Bag / Kit?

    Q
    Can I customise my own Bag / Kit?
    A

    Yes you can, however, you will need to make an appointment with one of our friendly sales representatives either by phone: 03 5284 0222 or by email at sales@rappaustralia.com.au

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    NEANN’s Policies on:

    Q
    Mission / Policy
    A

    Please click here for NEANN’s updated Policy / Mission Statement. Alternately, you can contact one of our friendly sales representatives either by phone: 03 5284 0222 or by email at sales@rappaustralia.com.au.

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    Q
    Terms & Conditions
    A

    Please check NEANN’s Terms and Conditions here for our updated policy. Alternately, you can contact one of our friendly sales representatives either by phone: 03 5284 0222 or by email at sales@rappaustralia.com.au.

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    Q
    Warranties
    A

    You can download NEANN’s warranty information here. Alternately, you can contact one of our friendly sales representatives either by phone: 03 5284 0222 or by email at sales@rappaustralia.com.au.

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    Q
    Cleaning
    A

    You can download NEANN’s cleaning instructions here. Alternately, you can contact one of our friendly sales representatives either by phone: 03 5284 0222 or by email at sales@rappaustralia.com.au.

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    Q
    Returns
    A

    Please check NEANN’s Terms and Conditions here for our updated policy on returning stock. Alternately, you can contact one of our friendly sales representatives either by phone: 03 5284 0222 or by email at sales@rappaustralia.com.au.

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    Q
    Exchanges
    A

    Please check NEANN’s Terms and Conditions here for our updated policy on exchanges. Alternately, you can contact one of our friendly sales representatives either by phone: 03 5284 0222 or by email at sales@rappaustralia.com.au.

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    Q
    Cancellations
    A

    Please check NEANN’s Terms and Conditions here for our updated policy on cancelling products and stock. Alternately, you can contact one of our friendly sales representatives either by phone: 03 5284 0222 or by email at sales@rappaustralia.com.au.

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    Q
    NEANN’s Guarantee
    A

    RAPP Australia Pty Ltd has a stringent Quality Policy to ensure that the design and manufacture of its products, as well as those it distributes in Australia, New Zealand and around the world, are of the highest possible performance quality.

    RAPP Australia Pty Ltd holds an ISO 9001: 2008 Quality Management Systems Certificate, its products meet Australian Standards and Regulations where appropriate, and any product designed and manufactured by RAPP Australia Pty Ltd undergoes stringent assessment and evaluation prior to release. Read more about RAPP Australia Pty Ltd’s Quality Policy here.

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    For help and any questions you may have regarding our site, purchasing or products, please call us on 03 5284 0222 or by email at sales@rappaustralia.com.au