NDIS

Kim Hando at the Comfort First counter in East Bendigo

A registered NDIS provider

Comfort First is a brand of Australian First Aid Distributions Pty Ltd, ABN 54 153 377 185, a registered NDIS provider. The registration covers assistive products for household tasks and assistive products for personal care and safety.

The registration is held in the company name, so if you want to check it on the NDIS Commission provider register, search for Australian First Aid Distributions Pty Ltd rather than Comfort First. Invoices for NDIS orders are issued in that name too.

We supply products only. We are not a clinical or therapeutic support provider and we hold no clinical or care records. Registration is not endorsement: we are not endorsed by or affiliated with the National Disability Insurance Agency.

We work with self-managed, plan-managed and agency-managed plans, and we are happy to talk through whichever applies to you. Call 03 5443 2239 or email sales@comfortfirst.au.

New to NDIS funding for continence products? Start with our guide to NDIS continence funding for participants and carers.

Ordering with your NDIS plan

  • Plan-managed

    Order by phone, email or online and give us your plan manager's name and the email address they use for invoices. Where your plan includes continence supports, we send the invoice to your plan manager and they pay it from your plan, so you do not handle the bill yourself.

    Your step: put your plan manager's details on the service agreement below and send it to us.

  • Self-managed

    Order and pay the way that suits you: online at checkout, or by phone or email and we invoice you. Every order comes with a tax invoice you can submit with your claim through the my NDIS portal or app, where your plan includes continence supports.

    Your step: pay the invoice, then claim it against your plan.

  • Agency-managed (NDIA-managed)

    Because Australian First Aid Distributions is a registered provider, we can supply you directly. Once your service agreement is signed we claim payment through the NDIS provider portal, so there is no invoice for you to pay or pass on. If your plan is in the PACE system you may need to record us as one of your providers first, and we can walk you through that.

    Your step: sign and return the service agreement before your first order.

The service agreement

Our service agreement is a one-page form. It records your NDIS number, plan dates, how your plan is managed, who to send invoices to and your support coordinator if you have one, so we can set your account up correctly the first time. Fill it in on screen or print it and complete it by hand, then email it to sales@comfortfirst.au. If any of those details change later, let us know.

We use your NDIS number only to invoice through the NDIS pathway. Need a hand with the form? Call 03 5443 2239 and we will fill it in with you over the phone.

Download the service agreement (PDF)

NDIS questions we get asked

Which part of my plan pays for continence products?

Where your plan includes continence supports, they are usually funded from the Consumables category of your Core Supports budget, if you are eligible. Whether a particular product is a claimable support under your plan is a decision for you and your plan manager, not us, so check with your plan manager or support coordinator, or use the planning tools at ndis.gov.au. Our guide to NDIS continence funding walks through it step by step.

Do I need to be an NDIS participant to order from you?

No. Anyone can order from Comfort First online, by phone or by email. If you are not an NDIS participant, the Continence Aids Payment Scheme (CAPS) may help with the cost of continence products. Eligibility criteria apply, and our CAPS guide explains how the scheme works.

Do I need a service agreement?

If your plan is agency-managed, yes, before your first order, because we claim through the NDIS provider portal on your behalf. If you are plan-managed or self-managed we still ask for it. It gives us your invoicing details in one place, and a written agreement between a participant and a provider is what the NDIS recommends.

Can a support coordinator, plan manager or carer order for me?

Yes. Support coordinators, plan managers and carers are welcome to order on behalf of participants. Tell us who you are and who the order is for, and we will keep everyone in the loop.

Can you help me choose the right product?

Yes. Call us and we will talk through the options and help you pick the product and size that suit you. Sizing is by waist measurement, and our sizing guide shows the range for each size. If you would like to try before you commit to a carton, request a free trial pack, one sample pack per person.

Can I set up a regular delivery?

Yes. Our subscription plans deliver Comfort First pants or wraparounds monthly, every two months or quarterly, and you can change or pause the plan from your account. Subscriptions are paid by card at checkout, which suits self-managed participants. If you are plan-managed or agency-managed, call us and we will talk through how a regular order can work with your plan.

How quickly will my order arrive?

Delivery times depend on where you are, and we deliver Australia-wide from our East Bendigo warehouse and our Sydney fulfilment centre. Our shipping information page has estimates by state, and you receive a tracking link once your order has left us.

How to order

  • Call us

    Call 03 5443 2239, Monday to Friday, 9am to 5pm AEST. We can take your order over the phone, check sizes with you and answer any question about your plan.

  • Order online

    Shop the range and check out as normal. If the order is funded through your plan, email your service agreement to sales@comfortfirst.au after you order so we can match it to your plan and invoice it the right way.

  • Email your order

    Email sales@comfortfirst.au with the products, sizes and quantities you need, and attach your service agreement. We confirm by reply and send the invoice to the right person.
Shop the range
Comfort First underpads, insert booster pads, wraparounds, body wipes and baby wipes

What we supply

Every product below is available through the NDIS where your plan includes continence supports. Whether a product is a claimable support under your plan is a decision for you and your plan manager, so check with them or your support coordinator if you are unsure. Each product links to its page, where sizing is by waist measurement.

Not sure of your size? Request a free trial pack, one sample pack per person, before you commit to a carton.

Why Comfort First

  • One person who knows your order

    You get a dedicated account manager who learns your sizes, quantities and delivery preferences, so you are not starting from scratch each time.

  • Delivery anywhere in Australia

    Orders ship from our East Bendigo warehouse or our Sydney fulfilment centre, and our shipping information page has delivery estimates by state.

  • Invoicing that fits your plan

    We invoice you, your plan manager or the NDIA, whichever applies to your plan. The invoice is issued by Australian First Aid Distributions Pty Ltd, the registered provider.

  • Australian owned and run

    We are based in East Bendigo, Victoria, with a walk-in store and warehouse at 205 Murphy Street, and we understand what the NDIS asks of a provider.

Hear from Jason...

Customer Testimonials

  • Mark - verified customer

    "Orders always arrive so quickly, Comfort First makes it easy to get what I need without any stress. Their same-day despatch is a game changer."

  • Angela - NDIS Client

    "Having a dedicated account manager has made such a difference. They really understand my needs and go the extra mile to help me get the right items through my NDIS plan."

  • Melissa - Support coordinator

    "The team at Comfort First are always friendly and professional. Whether it's a quick question or help placing an order, they respond fast and make you feel genuinely cared for."

Talk to us about your plan

Our team is happy to help, whether you are setting up your first NDIS order or moving an existing one across to us.

Email: sales@comfortfirst.au
Phone: 03 5443 2239
Address: 205 Murphy Street, East Bendigo VIC 3550

Contact us