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Terms of service

Last updated: July 2026.

These terms explain how the GrabSafe service works. They're written in plain English on purpose. If anything here is unclear, email us at rob@grabsafe.com.au before you go ahead.

1. Who's who

GrabSafe is a Melbourne grab-rail service. Installations arranged through GrabSafe are carried out by our independent partner installer: a local business holding its own ABN, public liability insurance, police check and WWCC. Your install contract, invoice and warranty are with the installer.

  • GrabSafe (GrabSafe Melbourne) runs this website, takes your enquiry, and passes it to the installer. We coordinate and stay your point of contact.
  • The installer is an independent business with its own ABN and insurance. They quote you directly, carry out the work, invoice you (or your funder), and provide the workmanship warranty. Your contract for the installation is with the installer, and it's formed when you accept their written quote.

The installer's identity, ABN and credentials are shared with you on their quote, and are available earlier on request via our credentials page.

2. What the service covers

Grab-rail installation in Melbourne, within 50 km of the CBD: permanent, fixed rails in bathrooms, showers, toilets and around the home, fitted following the AS 1428.1-2021 dimensions or your OT's scope. Suction-cup bars, bathroom renovations and work outside the quote's scope aren't offered.

3. Quotes and pricing

  • Prices shown on this website are indicative ranges, not quotes.
  • The installer gives you a fixed-price written quote by email before any work starts. Unless the quote says otherwise, it's valid for 30 days.
  • The quote shows the GST treatment that applies to your job. NDIS-funded grab-rail work is typically GST-free under the ATO's rules for eligible disability supports; other funders' invoices are handled per the funder's requirements.
  • Nothing is booked and nothing is payable until you accept the installer's quote.

4. What a quote normally includes

  • Site walkthrough and assessment.
  • The rail (Australian-made where possible; imported rails meet AS/NZS).
  • Fixings rated for the rail load.
  • Installation following the AS 1428.1-2021 dimensions, or the OT's scope.
  • Checking the rails are firmly fixed before the installer leaves.
  • Clean-up and rubbish removal.
  • Written invoice and sign-off (with funder paperwork for funded jobs).

5. What's not included (unless listed on the quote)

  • Wall reinforcement beyond standard noggings.
  • Tile repair if a rail is coming out. The installer works around tiles where possible; damage is rare but possible on old grout lines.
  • Structural work (opening walls, modifying framing).
  • Plumbing or electrical work.
  • Travel outside Melbourne, within 50 km of the CBD.
  • Removing existing rails if that's not in the scope.

6. Waterproofing

Fitting a rail in a shower or wet area can mean fixings pass through a waterproof membrane. Penetrations are sealed to the sealant manufacturer's instructions. The installer isn't responsible for pre-existing membrane defects or failed waterproofing that couldn't reasonably be assessed before work started.

7. Payment

  • You pay the installer directly against their invoice. Payment methods and timing are set out on the quote.
  • Funded jobs: the installer invoices your plan manager or funder as agreed at quote stage.
  • GrabSafe does not take payment from you.

8. Warranty

  • Workmanship: the installer provides a workmanship warranty on their installation work. The warranty period is stated on their quote. If a rail loosens or isn't performing as it should because of how it was installed, the installer comes back and fixes it at no charge.
  • Rail (product) warranty: passes through from the manufacturer. Warranty length varies by brand and is stated on the quote.
  • Not covered: damage from impact, misuse, or subsequent building works; issues caused by wall conditions that couldn't reasonably be assessed (hidden termite damage, failed waterproofing, and the like); anything outside the scope of the installation.

9. Gap fees on funded jobs

The installer quotes to your OT's scope. Any gap fee, or an upgrade you've chosen (for example a premium finish), should be itemised on that quote rather than raised later, and the quote is what governs what you pay. If the funder approves less than the quoted amount, you'll be told before work starts and can choose to cover the difference, adjust the scope, or not proceed.

10. Cancellations and rescheduling

  • Please give at least 24 hours' notice to reschedule or cancel a booked install.
  • The installer's cancellation policy, including any late-cancellation fee, is set out on their quote.
  • If the installer needs to reschedule (weather, illness, equipment), you'll get as much notice as possible and won't be charged for the delay.

11. Your consumer rights

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled to cancel your service contract with us; and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to be compensated for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure, you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.

These guarantees apply to the installer's installation services and to GrabSafe's referral service, and nothing in these terms limits them. If work fails to meet a consumer guarantee, you're entitled to have it fixed, replaced or refunded depending on the nature of the failure. Email us at rob@grabsafe.com.au and we'll work with you and the installer to put it right.

12. Complaints

Please email us first at rob@grabsafe.com.au and we'll do our best to fix whatever's wrong, including taking it up with the installer on your behalf. If we can't resolve it, you can contact Consumer Affairs Victoria at consumer.vic.gov.au or, for NDIS-related concerns, the NDIS Quality and Safeguards Commission at ndiscommission.gov.au.

13. Privacy

How your information is handled, including how it's passed to the installer, is covered in our privacy policy.

14. Governing law

These terms are governed by the laws of Victoria, Australia.

15. Changes to these terms

We'll update this page if anything changes. The "last updated" date at the top shows the current version. The terms that apply to your referral are the ones in force on the day you send your enquiry; the terms that apply to your install are the installer's quote.

Contact

GrabSafe Melbourne
Email: rob@grabsafe.com.au

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