Frequently Asked Questions

ℹ️ Call@Doc is a proudly Australian telehealth platform, developed in collaboration with GPs, pharmacists, and patients.

✅ Call@Doc is supported by fully qualified doctors—including GPs and emergency clinicians—delivering care every day.

✅ We believe in Health Connected. Care United.

ℹ️ Consult with an Australian‑registered doctor via phone or video.

✅ Share symptoms, allergies, medications and conditions beforehand to streamline care.

✅ The doctor reviews your details and contacts you directly for your consultation.

✅ Choose a quiet, private space (home, office, or car) and open your confirmation email.

ℹ️ Check audio/video; if using a headset, confirm settings in the video link “Options”.

✅ You’ll receive a reminder before your consult. The doctor will call or join the video link.

ℹ️ Telehealth Services

✅ Prescription Renewals – $50.00.

✅ Telehealth Consultations – $60.00.

✅ Medical Certificates – from $30.00–$60.00.

ℹ️ Some consults can be bulk billed if they meet strict Medicare criteria. See our Bulk Billing Policy.

ℹ️ An eScript is a secure digital prescription sent via SMS/email for faster, safer dispensing.

⚠️ eScripts are available to Medicare card holders; non‑Medicare holders may need an IHI or paper script.

✅ Call@Doc can coordinate with a local pharmacy if required.

✅ Book Call@Doc Telehealth 7 days a week; typically seen within the hour and script sent by SMS.

ℹ️ PBS subsidises necessary medicines for Medicare card holders; you pay a co‑payment, the Government covers above that.

✅ Data is stored in Australia with modern encryption and access controls.

✅ 📞 (02) 9604 3900 — or use the Contact page. Doctors are available 24/7/365. Usually connect within the hour; eScripts by SMS if issued.

ℹ️What it is

Real‑time consults with an Australian‑registered doctor by phone or video, anywhere in Australia.

✅Video

Preferred where practical for added clinical context (e.g., skin concerns, swelling).

ℹ️Phone

Ideal when video isn’t possible or necessary; still supports safe, effective care.

1. Book a phone or video consult and complete a short pre‑check questionnaire (symptoms, meds, allergies, history).
2. Connect at your time—choose a quiet, private spot with a stable connection.
3. Assess—your doctor will ask focused questions (and visual checks by video where relevant) to reach a diagnosis/plan.
4. Plan—you may receive home‑care advice, scripts, certificates, referrals, pathology or imaging forms when clinically appropriate.
5. Follow‑up—we’ll advise if/when an in‑person exam is needed and can share notes with your usual GP (with consent).

ℹ️Eligibility

Depends on current MBS rules (e.g., usual practice / MyMedicare registration, or other eligible relationships).

✅Exemptions

Certain service types/patient groups may qualify under defined criteria.

ℹ️Fees

If a rebate doesn’t apply, our private fee is shown clearly before payment.

✅Common issues

Mild infections, skin concerns (often assessable by video), medication reviews/renewals, certificates, mental‑health support, referrals, results discussion.

⚠️When in‑person is better

If a physical exam is essential, we’ll guide you to safe in‑person care.

❗Emergencies

Major trauma, severe chest pain, severe breathing difficulty, stroke symptoms — call 000 or attend ED.

⚠️High‑risk meds

We don’t prescribe controlled/high‑risk medicines online.

ℹ️Asynchronous requests

No “text‑only” or form‑only prescribing — real‑time consult required.

✅After consult

When clinically appropriate following a real‑time phone/video consult.

ℹ️Token

eScript sent as a secure QR token via SMS/email; present/forward to any participating pharmacy.

ℹ️Repeats

Pharmacy issues a new token for each repeat; Active Script List can simplify management.

✅Compliance

We follow Australian privacy law and use secure platforms for telehealth and records.

ℹ️National systems

When you consent, e.g., My Health Record or ePrescriptions use encryption, access controls, and audit trails.

✅Your control

You decide what’s shared; access is tracked.

⚠️Explanation

Your doctor will explain why an in‑person exam is safer for your case.

✅Navigation

We’ll help organise next steps (local GP, urgent care, ED, or referral) and can share notes with your GP (with consent).

✅ We connect you to the next available Call@Doc doctor—usually very promptly; priority times may be offered during peaks.

ℹ️ Book a General Medical consult to discuss your request directly with a doctor.

✅ All prescriptions are issued at the doctor’s discretion after clinical assessment.

ℹ️ A regular prescription issued after a real‑time consult, delivered as an eScript token.

✅ Present the token at any pharmacy; many offer delivery.

1. Select the relevant medication category
2. Enter the medication name and dosage
3. Answer key safety questions

✅ A Call@Doc doctor reviews your request and, if appropriate, sends an eScript by SMS/email.

ℹ️ A phone or video consult is required to ensure safe care.

❗ We don’t prescribe controlled substances, narcotics, opioids, or other high‑risk medicines online.

✅ Prescribing is always at the doctor’s discretion for safety.

ℹ️ Depends on the medicine and clinical need; where appropriate and permitted, repeats are added and new tokens issued by the pharmacy.

✅ Yes—after your consult we can forward notes to your GP (with consent), usually within 48 hours.

1. Book a telehealth consult
2. Discuss symptoms, history and goals
3. Referral issued if clinically appropriate
4. Delivery as secure PDF to you and/or the clinic

ℹ️ Medicare rebates for specialists generally require a valid referral.

• ℹ️ GP → Specialist: usually 12 months from the date you first see the specialist (unless otherwise stated).
• ℹ️ Specialist → Specialist: generally 3 months (or for the duration of a hospital admission).

❗ No—backdating isn’t permitted. Replacements can be arranged, but claiming rules apply.

ℹ️ Referrals can be to a named specialist or clinic; you often can choose where to go.

• ✅ Symptoms & onset
• ✅ Prior tests/treatments
• ✅ Current meds & allergies
• ✅ Relevant history/specialists
• ✅ Preferred specialist/clinic (if known)

✅ We can email a secure PDF to you and, with consent, directly to the specialist’s rooms.

✅ Yes—share details with us and we’ll coordinate with your care team (with consent).

ℹ️When considered

After thorough assessment and when standard options have been tried or are unsuitable.

⚠️Not first‑line

We avoid one‑size‑fits‑all prescribing; treatment is never automatic.

✅Care plan

Includes goals, dosing strategy, monitoring, safety/driving advice, and an exit/step‑down plan.

ℹ️Product status

Most products are unapproved medicines; assessed case‑by‑case.

ℹ️Federal pathways

SAS‑B or Authorised Prescriber (AP), completed by your doctor if clinically suitable.

⚠️State rules

Extra requirements may apply for Schedule 8 items; we guide you through them.

✅Your consent

Informed consent covers benefits/risks, alternatives, interactions, and driving laws.

⚠️THC‑containing

Generally Schedule 8 (controlled) medicines; extra prescribing/dispensing controls.

ℹ️CBD‑dominant

Products with ≥98% CBD (≤2% other cannabinoids) are usually Schedule 4 (prescription‑only).

✅Choice & dose

Selected based on indication, safety, interactions, and your response.

ℹ️Consult type

Real‑time phone or video (no text‑only questionnaires).

ℹ️eScript

Where permitted, we send an eScript token; the pharmacy dispenses accordingly.

⚠️S8 steps

Additional jurisdictional checks may apply for controlled medicines.

ℹ️Clinical discretion

Prescribing depends on need, safety, and evidence for your situation.

❗When we don’t prescribe

High‑risk scenarios, unsuitable indications, or where in‑person review is safer.

✅Alternatives

We discuss other treatments or arrange in‑person care if indicated.

ℹ️Initial assessment

History, meds, sleep, nutrition, activity, metabolic risks.

✅Plan

Behavioural strategies + referrals (dietitian/psychology/exercise). Medicines or bariatric referral when appropriate.

✅Follow‑up

Regular reviews to adjust the plan and reduce weight regain.

ℹ️General criteria

BMI ≥30; or BMI ≥27 with weight‑related comorbidity (e.g., hypertension, dyslipidaemia, pre‑diabetes/T2D, sleep apnoea, OA).

ℹ️Decision factors

Efficacy, contraindications, interactions, side‑effects, cost, availability, personal goals.

✅Monitoring

Benefits/risks, dose titration, and adherence to lifestyle supports.

All medicines work best when combined with meaningful lifestyle changes and regular reviews.

ℹ️PBS status

Some agents are PBS‑listed for diabetes; obesity‑specific listings and criteria continue to evolve.

⚠️Supply

Availability can vary by pharmacy and over time; we advise current options at your consult.

✅Our approach

Discuss alternatives, bridging options, and non‑medicine strategies if stock is constrained.

ℹ️Consult

Real‑time phone or video; we confirm safety, indications, and goals.

ℹ️eScript token

Sent by SMS/email if appropriate; present or forward to your preferred pharmacy.

✅Follow‑up

Routine check‑ins to track efficacy, side‑effects, and dose adjustments.

ℹ️ The doctor reviews your situation and recommends options; medication isn’t always required.

✅ Decisions follow evidence‑based Australian Therapeutic Guidelines.

❗ We do not prescribe controlled substances, narcotics, opioids, or medicines needing close supervision/specialist monitoring.

✅ All prescriptions/certificates are at the doctor’s discretion.

✅ Yes—with consent, we share notes/referrals (usually within 48 hours) to keep your care team aligned.

• ✅ Well‑being: stress coping, relationships, contribution to community
• ℹ️ Physical links: heart disease, stroke, pain, diabetes, dementia
• ✅ Productivity & relationships; reducing stigma helps people seek help earlier

✅ A plan coordinates therapy/medication and may enable subsidised psychology sessions via Medicare.

ℹ️ You may need one or more appointments to complete and tailor the plan.

1. Complete the questionnaire (allergies, current meds, conditions)
2. Prepare your medication name, dose, usual prescriber’s details
3. Attend the consult and discuss your experience
4. Request renewal if appropriate
5. Fill at your preferred pharmacy
6. Follow up to monitor progress

ℹ️ A supportive discussion of symptoms and context; the doctor outlines options and next steps you agree on together.

✅ Yes—Call@Doc complies with Australian privacy law and secures your information.

ℹ️ A document confirming your fitness status (unfit/modified duties/carer) over a specified period.

1. Complete a short form (symptoms, onset, meds/conditions)
2. Consult a Call@Doc doctor (phone/video)
3. Medical certificate issued if appropriate
4. Delivery as a secure PDF by email/SMS

⚠️ Generally no—certificates reflect the clinically assessed period; limited exceptions at the doctor’s discretion.

ℹ️ Minor illness commonly 1–3 days; longer periods may require follow‑up per clinical judgement.

✅ Yes—where appropriate, we can certify care for an immediate family/household member.

✅ Most certificates can be assessed via phone; your doctor may switch to video if needed.

✅ A secure PDF by email/SMS with your name, dates covered, the doctor’s name/provider number, and the issue date.

✅ Certificates from Australian‑registered doctors are commonly accepted nationwide (check specific policies).

• ✅ Full name & DOB
• ✅ Symptom onset & impact on work/study
• ✅ History, current meds, allergies
• ✅ Dates to cover and your role (if relevant)

ℹ️ Consults start from $30–$60. Some consults may be bulk billed where strict criteria apply. See our Bulk Billing Policy.

❗ No—certificates are based on the clinical assessment at the time of consult.