Frequently Asked Questions

Comprehensive FAQ Guide to Out and About Healthcare: Mobility Aids, Equipment, and Services.
Find Answers to Your Questions on Scooters, Wheelchairs, Lift Chairs, and More

Mobility Scooters

Models of mobility scooters are all different. Depending on which scooter you have and which battery it takes, your scooter can travel different lengths on a single charge. Refer to your product manual for help.

In Queensland only, it is a legal requirement to have your mobility scooter registered.

If you’re driving your mobility scooter and get stuck somewhere or start having issues with your scooter, you can most often call your scooter insurance provider for emergency roadside assistance.RACQ,RACV,RACWA, andNRMAoffer roadside assistance for mobility scooters.

Our supplier, Heartway Australia, has universal chargers for their mobility scooters.

Your mobility scooter will be delivered by one of our agents, or via freight – which means it’ll arrive in a box. We’ll work with you to find the most suitable option.

What we use for motor watt is “Rated Watt” and it’s the average and consistent watt a motor performs at.

We are aware that other mobility scooter dealers advertise their product wattage and horse power at PEAK rate which is not the accurate motor wattage/horse power.

Peak wattage is calculated in the following way with a 24V Electric Motor.  Controller AH x 24V = WATTAGE. This gives the impression that this is the motor wattage/horse power, however this is incorrect.  Note the Motor power is not used but the Controller size and the Volts govern this wattage.  Thus while not lying, this misleading about the power of the motor.

For example, a scooter with a controller of 140AMPS with 24Volts would equal a Wattage of 3,360 WATTS.  It matters in this case not what size the motor is, as a small motor has the same PEAK wattage as a large motor, by the way it is calculated.  In this class, a 270 WATT Motor would have the same PEAK/MAX power as a 900 WATT Motor.  In this, it raises in itself questions about what is being claimed.

The amount of brushes in the motor also changes the scooter’s power/grunt.

If you have a motor rated at constant usage, then you also have the Brushes to add to this.  EG: No Brushes (Our Portable Range), 2 pole Brushes, 4 pole Brushes which is all our larger scooters.  The strongest, least long term repairs are found in 4 pole motors.  Always insist on a 4 pole motor for medium to large sized scooters.

Gear ratio also in important and the higher the gear ratio the more expensive the motor.  The highest Gear ratio is a 32:1 which is a high powered motor.  Then as you go down in ratio gearing – the less powerful a motor will have.

Not all motors are the same, and there is more to a motor than its PEAK wattage.

IMPORTANCE OF A MOTORS CLASS

In all the years we have been working with Mobility Scooters and Electric Wheelchairs, we have never been asked what is the “Class” of the motor in a machine.  Yet this is as important as all the other information and again the higher the class the higher its ability to perform.

The higher the class of the motor, the greater the temperature insulation, therefore allowing the motor to run at higher temperatures without damaging itself.

The 4 main classes in Electric Scooters and Wheelchairs will be

Class A

–  Maximum Temperature Rise is 60 degree Celsius

–  Hot-Spot over Temperature Allowance 5 Degree Celsius

–  Maximum Winding Temperature 105 Degree Celsius

 

Class B

–  Maximum Temperature Rise is 80 degree Celsius

–  Hot-Spot over Temperature Allowance 10 Degree Celsius

–  Maximum Winding Temperature 130 Degree Celsius

 

Class F

–  Maximum Temperature Rise is 105 degree Celsius

–  Hot-Spot over Temperature Allowance 10 Degree Celsius

–  Maximum Winding Temperature 155 Degree Celsius

 

Class H (highest quality)

–  Maximum Temperature Rise is 125 degree Celsius

–  Hot-Spot over Temperature Allowance 15 Degree Celsius

–  Maximum Winding Temperature 180 Degree Celsius

The Maximum Winding Temperature is the sum of the ambient temperature (40 degree) and the allowance of the temperature rise.  The allowed temperature rise is made up of the maximum temperature rise for the insulation class plus a hot spot over the temperature allowance.

The winding temperature is important, as when a motor is worked at 10 degree above the allowed maximum, it can reduce the life of your motor by half,  leading to possible expensive repairs.

The higher the class the higher the quality your motor is and the less you are likely to spend on repairs. 

CONCLUSION

In Conclusion, we need to understand the following.  To gain an understanding of a motors power you need to know the following:-

  1. What is the Constant Power of the Motor (Not the Peak/Max power)
  2. What is the size of the controller in the scooter and its brand
  3. What is the gear ratio of the motor (Larger the better)
  4. What is the Voltage of the motor
  5. How many brushes/what pole is the motor
  6. Brand of the Motor
  7. What is the class of the motor?

Wheelchairs

Models of electric wheelchairs are all different. Depending on which wheelchair you have and which battery it takes, your wheelchair can travel different lengths on a single charge. Refer to your product manual for help.

In Queensland only, it is a legal requirement to have your electric wheelchair registered.

If you’re driving your electric wheelchair and get stuck somewhere or start having issues with your wheelchair, you can most often call your electric wheelchair insurance provider for emergency roadside assistance.RACQ,RACV,RACWA, andNRMAoffer roadside assistance for electric wheelchairs.

Our supplier, Heartway Australia, has universal chargers for their electric wheelchairs.

Your electric wheelchair will be delivered by one of our agents, or via freight – which means it’ll arrive in a box.

What we use for motor watt is “Rated Watt” and it’s the average and consistent watt a motor performs at.

We are aware that other mobility scooter dealers advertise their product wattage and horse power at PEAK rate which is not the accurate motor wattage/horse power.

Peak wattage is calculated in the following way with a 24V Electric Motor.  Controller AH x 24V = WATTAGE. This gives the impression that this is the motor wattage/horse power, however this is incorrect.  Note the Motor power is not used but the Controller size and the Volts govern this wattage.  Thus while not lying, this misleading about the power of the motor.

For example, a scooter with a controller of 140AMPS with 24Volts would equal a Wattage of 3,360 WATTS.  It matters in this case not what size the motor is, as a small motor has the same PEAK wattage as a large motor, by the way it is calculated.  In this class, a 270 WATT Motor would have the same PEAK/MAX power as a 900 WATT Motor.  In this, it raises in itself questions about what is being claimed.

The amount of brushes in the motor also changes the scooter’s power/grunt.

If you have a motor rated at constant usage, then you also have the Brushes to add to this.  EG: No Brushes (Our Portable Range), 2 pole Brushes, 4 pole Brushes which is all our larger scooters.  The strongest, least long term repairs are found in 4 pole motors.  Always insist on a 4 pole motor for medium to large sized scooters.

Gear ratio also in important and the higher the gear ratio the more expensive the motor.  The highest Gear ratio is a 32:1 which is a high powered motor.  Then as you go down in ratio gearing – the less powerful a motor will have.

Not all motors are the same, and there is more to a motor than its PEAK wattage.

IMPORTANCE OF A MOTORS CLASS

In all the years we have been working with Mobility Scooters and Electric Wheelchairs, we have never been asked what is the “Class” of the motor in a machine.  Yet this is as important as all the other information and again the higher the class the higher its ability to perform.

The higher the class of the motor, the greater the temperature insulation, therefore allowing the motor to run at higher temperatures without damaging itself.

The 4 main classes in Electric Scooters and Wheelchairs will be

Class A

–  Maximum Temperature Rise is 60 degree Celsius

–  Hot-Spot over Temperature Allowance 5 Degree Celsius

–  Maximum Winding Temperature 105 Degree Celsius

 

Class B

–  Maximum Temperature Rise is 80 degree Celsius

–  Hot-Spot over Temperature Allowance 10 Degree Celsius

–  Maximum Winding Temperature 130 Degree Celsius

 

Class F

–  Maximum Temperature Rise is 105 degree Celsius

–  Hot-Spot over Temperature Allowance 10 Degree Celsius

–  Maximum Winding Temperature 155 Degree Celsius

 

Class H (highest quality)

–  Maximum Temperature Rise is 125 degree Celsius

–  Hot-Spot over Temperature Allowance 15 Degree Celsius

–  Maximum Winding Temperature 180 Degree Celsius

The Maximum Winding Temperature is the sum of the ambient temperature (40 degree) and the allowance of the temperature rise.  The allowed temperature rise is made up of the maximum temperature rise for the insulation class plus a hot spot over the temperature allowance.

The winding temperature is important, as when a motor is worked at 10 degree above the allowed maximum, it can reduce the life of your motor by half,  leading to possible expensive repairs.

The higher the class the higher the quality your motor is and the less you are likely to spend on repairs. 

CONCLUSION

In Conclusion, we need to understand the following.  To gain an understanding of a motors power you need to know the following:-

  1. What is the Constant Power of the Motor (Not the Peak/Max power)
  2. What is the size of the controller in the scooter and its brand
  3. What is the gear ratio of the motor (Larger the better)
  4. What is the Voltage of the motor
  5. How many brushes/what pole is the motor
  6. Brand of the Motor
  7. What is the class of the motor?

Battery Life

For Mobility Equipment, batteries are generally either lithium or deep cycle. The way that your batteries need to be cared for depends on what type of battery you have!

Always refer to your product manual to identify what type of batteries your Mobility Scooter and Electric Wheelchair have, and the appropriate way of caring for them. Caring for your batteries will promote and support you in getting the longest possible lifespan. By taking a few preventative steps, you will in the long term save money.

Battery cases must be regularly inspected to ensure that they are clean, that there is no visible damage exists.  As a rule, the life span of a battery depends on 2 things:-

  1. The quality of the battery purchased. (Be aware of cheap low quality, batteries in products supplied in the market place.  Dealers often use cheap batteries to increase their profit margin, or too enable them to discount to obtain a sale.)
  2. The care you provide for your batteries. (The general rule is too Charge, Charge, Charge).  Maintaining a fully charged battery extends its life cycle.
  3. Maintenance of your scooter and regular servicing. It is essential that the motor is cleaned out, that old brushes are replaced every 6 months with new authentic manufacture brushes. It is also especially important that all tyres be maintained at their recommended pressure.

Over the past few years there have been reports of Mobility Scooters catching on fire, and in one case in Australia, of an incident leading to the death of the owner.

It needs to be stressed that the batteries you buy/supplied with, need to be of the highest quality, and the servicing of your product needs to also be completed under a qualified servicing technician who does a full and complete service, and supplies a detailed and concise report.  Be wary of people who have a home run business and only come out to you.  If possible, a printed battery analyst should be supplied after a full battery test is completed as part of the service.  This in reality can only be completed by a high quality battery testing analyzing machine and usually takes time – completed at the servicing center (Cannot be completed in a home service, as it requires time to complete properly).  Be aware that a multi meter is not a deep cycle analyzing machine to elevate the amp age of your batteries.  A general rule is – buying cheap is often not the best deal when it comes to safety, servicing or batteries.  Make sure your batteries you are supplied with, meet both Australian/New Zealand and International standards for safety.

This is a difficult one to answer because it depends on numerous factors. The main factors are how often the scooter is being used, how well it is charged, how well it is maintained, high temperatures etc.

A battery prefers to be used regularly or be regularly charged. Many modern scooters have a constant drain even when the ignition is off which will flatten the battery and shorten the life if the scooter is not being used regularly. A general rule of thumb is to leave the batteries on charge whenever you’re not using your machine. The only exception to this is if you are going extended periods of time without using it, like if you went away on holiday etc, in which case it would be best to fully charge them and then disconnect your batteries.

Batteries very rarely go dead overnight. If the batteries were working fine within the last week or so, chances are it could be something else. However, if the batteries are older than a year and you have been noticing that they no longer get you as far as they used to, or require charging more often, then you need new batteries. Additionally, if the scooter or wheelchair has not been used for a prolonged period of time, and now will not power up, they may need replacing.

Battery chargers for mobility scooters and electric wheelchairs are designed to protect against overheating the batteries when in operation. They do this by requiring the batteries to already have a 10 to 11 Volt charge on them. If your batteries have dropped below 11 volts, the charger will not turn on, therefore the light won’t turn on.
Batteries that have been left sitting unused for a prolonged period of time often fall below the acceptable level to the point where the charger will not turn on. You basically have two options – try reviving the batteries using a charger without the safety feature or you will need new batteries.

Can I interchange my chargers to charge different batteries for different machines?  The general rule is no, as you may be using a charger that is not designed for the battery you are charging. You should always check with your dealer before interchanging chargers.

This question is like asking, “How long is a piece of string”.   Remember, batteries are different and costs vary depending on many factors.  As a general rule, just because they are expensive does not make them good!  In addition, cheap is not quality!  In the end, you need to ask yourself a question, “Do I believe that the supplier knows what they are talking about and do I trust them”?  How long have they been in business, and what genuine reviews do they have?  Remember, it is easy for businesses to set up their own reviews, so you should ask yourself if the reviews look genuine.

To properly charge your mobility battery, follow these simple procedures:

  • Anytime you use the Power Wheelchair or Scooter, give it a full charge overnight or when you’re done using it.
  • With every charger made for our mobility scooters and electric wheelchairs, you are able to leave the charger plugged in all the time. This will help to have them last longer but it will not completely stop them from sulfating and stratifying. Sulfation and stratification are the main reasons batteries die.
  • If you’ve just purchased new batteries, charge them overnight for 5 nights in a row. This will break them in.

To get the most life out of your battery, you shouldn’t discharge it by more than 50-60%. For example, if your scooter batteries can travel up to 30 kilometres on a single charge, you shouldn’t go more than 15-18 kilometres on a single charge – this will drastically shorten the life of your batteries in the long run.

What if my battery is not holding charge and discharging quickly? This is common when people do not apply proper care to their batteries. This happens when a battery has not been maintained in good charge, by being left for periods of time without use and then recharged.  The rule of thumb is that if one battery dies, or loses charge, it may be claimed under warranty. If both batteries die or lose charge simultaneously, it is generally due to user neglect or a surcharge. If you are over discharging your batteries, or you are not charging them for sufficient lengths of time, it will damage your batteries ability to recharge fully in the future.

No. This is a very detrimental practice for your batteries and you will drastically reduce the life of your batteries by doing this.

Did you know that storms and electrical surges are able to damage both your batteries and your charger? In some cases, a power surge can actually damage the scooter/wheelchair.  In order to prevent this kind of damage, it is recommended that you always use a dedicated surge protector when charging your mobility scooter or wheelchair.  House surge protectors do not protect your scooter from surcharge damage.  Always purchase a protector that plugs directly into the power point of your home.

Yes they do!It is not unusual for a battery to lose 20-25% of its capacity within 6 months. The best way to maintain good battery life and cycle is to charge, charge, and charge!  Always buy a product that will travel much further then you need it to.  By doing this you will get better life from your batteries.

Important Note: If you are out and your mobility scooter or wheelchair runs out of charge, do not turn it off and then on again and then drive. If you do this, you will damage your battery to the point of it not being able to recover. This is the major reason people find they have battery issues.

  1. Interrupting charge before the battery has finished charging
  2. Not completing charges
  3. Discharging too far
  4. Using an incorrect charger or not connecting the charger correctly
  5. Not charging their product each time they use it.
  6. Letting their batteries sit for long periods of time without charge or usage. Periods more than 2 weeks at a time.  Best practice is “Charge each week if not using the product and Charge before use and after use each time you go to use it”.
  7. Fail to have regular 6 monthly servicing that checks your tyres and makes sure your motor is cleaned out, and new genuine manufacturer brushes are replacing the old brushes. Never use generic brushes in your machine.  Always check with your dealer to insure the brushes you are using to replace old brushes will give you the best performance and maintain your product at the highest level of performance.

Lithium Batteries

Lead acid batteries respond well to being charged and maintained at full charge when not in use.  It important to maintain their charge more regularly than lithium batteries. This type of battery should be charged each time that your mobility scooter or wheelchair is used and never discharged more then 70%.  Maintain your batteries at 100% charge level when not in usage.  Unlike “Lithium batteries” deep cycle style batteries cannot be discharged completely without damaging the battery (Always remain a 30% charge in your batteries and never go below this.  In general, keep at least 2 battery indicator bars on your scooter).  If you are not going to be using the product for a period of time, it is recommended that you still charge the batteries weekly, with a Charger designed for your batteries that has an auto switch off system when the batteries reach full charge.  Best Practice is to disconnect the battery from the machine if unable to do a weekly charge.  You should always leave the batteries charging until the indicator shows that they are full.

When deep cycle batteries start to swell, it is evidence that the batteries have been left unused or drained to low.  After time the calcium in the battery can build up.  When you charge your batteries after this has occurred, the charger cannot read the battery is full, due to carbon build up.  Therefore, it keeps putting more power into the battery.  Eventually causing it to swell and bust.   This is evidence of neglect and automatically voids the warranty.  IT IS IMPORTANT YOU DO NOT USE YOUR MOBILITY SCOOTER OR WHEELCHAIR IF THE BATTERIES SHOW SIGNS OF SWELLING.  REPLACE STRAIGHT AWAY!

Scooter Tyres

The maximum tyre inflation pressure is always labelled on the side of the tyre. So if it says a maximum of 32 psi, the recommended inflation pressure would be between 26 and 30 psi.

There are a few possible causes for this.

  • Your tyre pressure is either too low or too high.
  • Your wheel alignment is out so you will need to get this looked at by a technician.
  • The type of ground you’re travelling on can also be a factor.

You should get your tyres replaced when the tread starts to disappear and become bald. If you keep driving on bald tyres, you are susceptible to getting a flat tyre at any point and leaving you stranded.

Government Funding

Out and About Healthcare provides government funding options through MASS, CAEATI, VOSS, NDIS and SWEP. Different funding options have their own eligibility requirements. However, for all of the mentioned funding options, you must:

  • Be an Australian citizen or a permanent resident with a suitable visa
  • Be currently residing in QLD*
  • Be under 65 years of age
  • Have a BIS number*

* To be eligible for NDIS funding you do not need to be residing in QLD but must be currently residing in Australia. You also do not require a BIS number for NDIS funding.*To be eligible for SWEP you need to be residing in Victoria.

To be eligible for MASS funding you will need to be an Australian citizen or a permanent resident with a suitable visa, as well as be currently living in QLD. You must be under 65 years and have a disability that is permanent or likely to be permanent. You will also need to have a BIS number.

MASS funding is used for electric and manual wheelchairs, and only crash tested rehab seat products that will be primarily used indoors. The equipment must be on SOA.

To qualify for CAEATI funding, you will need to be an Australian citizen or a permanent resident with a suitable visa, as well as be currently residing in QLD. You must be under 65 years and have a disability that is permanent or likely to be permanent. You will also need to have a BIS number.

CAEATI funding is accommodated towards individuals who require a scooter, electric or manual wheelchair for primarily outdoor use. The equipment must meet Australian standards.

To be eligible for VOSS funding, you must be an Australian citizen or a permanent resident with a suitable visa, as well as be a QLD resident. You must be under 65 years and have a disability that is permanent or likely to be permanent. You will also require a BIS number.

VOSS funding is best suited towards individuals interested in Government funding for vehicle modifications, and for hoists and ramps.

NDIS is the National Disability Insurance Scheme. To be eligible for NDIS funding, you must be an Australian citizen or a permanent resident with a suitable visa, as well as be currently residing in Australia. You must be under 65 years and have a disability that is permanent or likely to be permanent.

NDIS funding is suited towards individuals who want to achieve their goals, and the corresponding equipment set out in the client’s individual tailored plan. NDIS funding can be used for scooters, electric and manual wheelchairs, lift recline chairs, and more.

SWEP is the State-Wide Equipment Program. SWEP is a government funding option for Victorian residents. To be eligible for SWEP funding, you must be a permanent resident of Victoria* and have a permanent or long term disability, and/or are frail aged, and require aids and equipment or vehicle modifications on a permanent or long term basis.

*You may also hold a Permanent Protection Visa (Resolution of States, Subclass 851) or Asylum seekers (may also be Protection Visa applicants.)