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Frequently Asked Questions

I am trying to fill in the warranty card, and I do not know where to find the serial number.

To locate the serial number, please look at the back side of your blood glucose meter. Beside the barcode, you will see the letters ‘SN’. The seven digits that proceeds after ‘SN’ will be the serial number needed for the warranty card.

I saw that the merchandise promotes 5 year warranty, does it mean anything that is broken will be replaced regardless of the duration of ownership?

The blood glucose meter itself is under a 5 year warranty and the warranty is limited to replacement due to defects in parts or workmanship. Ascensia shall not be required to repair or replace any units which malfunction or are damaged due to abuse, accidents, alteration, misuse, neglect, maintenance by any party other than Ascensia or its authorized Distributor or failure to operate this instrument in accordance with instructions.
A 90-day warranty only will be extended for consumable parts and/or accessories

I have just purchased Ascensia’s new glucose meter, and do not know how to operate the meter.

Please contact the Ascensia customer service team on 1800 289 312, the staff will have the tools and knowledge to teach you how to use the meter and its accessories. 

The meter will not turn on, and there is no response when I press any of the buttons.

Please note that the blood glucose meter will require two batteries to operate. We provide batteries free of charge, you can request them from customer service by phone on 1800 289 312 or email customerenquiries@ascensia.com. Refer to your user guide on the method of battery changing for your particular model. 
If a battery replacement does not fix the captioned problem, please contact the Ascensia customer service team on 1800 289 312, the trained staff will have the proper equipment and knowledge to check if your meter is functioning properly or not.

There is a half full battery light that appears when I turn on my meter, do I need to change the battery?

If you see a half full battery light when you turn on the meter, it is normal and it does not mean you are out of battery. However if the battery light stays on even when you are monitoring your blood glucose, or as you are looking through your records. That will be an indication that you need to replace your battery. We provide batteries free of charge, you can request them from customer service by phone on 1800 289 312 or email customerenquiries@ascensia.com. Refer to your user guide on the method of battery changing for your particular model.

The package design of the product I am buying is different from how I previously remember it to be, is it a counterfeited item?

Package designs will be updated from time to time. If you have doubt on whether the product you are purchasing is real, please call our customer service team on 1800 289 312.

Where can I purchase the strips for the CONTOUR NEXT meters?

The CONTOUR NEXT strips are listed on the NDSS and can be purchased from pharmacies across Australia.

My pharmacy told me that they do not sell the strips for the CONTOUR NEXT meter

The CONTOUR NEXT strips are listed on the NDSS, all NDSS access point pharmacies are obligated to order them in for you if they are out of stock. If you experience any issues please email customerenquiries@ascensia.com with the pharmacy details.

How much do the strips cost?

If you are a NDSS registrant the cost of all strips are exactly the same. Please refer to the NDSS website for further details visit their website www.ndss.com.au or call 1300 136 588.

If you are not a NDSS registrant the cost will vary from pharmacy to pharmacy.