HELLO DOCTOR – Terms & Conditions

Please read these Terms & Conditions carefully. By using this service, you confirm that you understand and accept the terms of this private telehealth consultation, including its scope and limitations.

HELLO DOCTOR provides telehealth consultations with an AHPRA-registered Australian doctor for the purpose of assessing requests for medical certificates, carer’s leave certificates, specialist referrals, electronic prescriptions (eScripts), and general medical consultations for minor health concerns.

HELLO DOCTOR is a private telehealth service.

This service does not provide Medicare rebates and does not submit claims to Medicare on your behalf.

Full payment is required before the doctor contacts you for the consultation.

Medical documents and eScripts are issued only if clinically appropriate following assessment by the doctor.

This service is available only to patients located within Australia at the time of consultation.

This telehealth service is intended for brief general medical consultations and minor health concerns, including:

• Medical certificates for work, school, or university

• Carer’s leave certificates

• Requests for electronic prescriptions (eScripts)

• Specialist referrals

• General medical consultations for minor, non-urgent conditions

Certificates are issued for sick leave or carer’s leave purposes only.

Children under 6 months of age cannot be managed through this service.

Pathology and imaging requests are not provided through this service.

This service does not replace a full in-person medical consultation or ongoing care with your regular doctor.

Telehealth consultations have inherent limitations, including the inability to perform a physical examination. Medical advice and clinical decisions are therefore based on the information provided during the consultation.

Following assessment, the doctor may advise the patient to attend an in-person consultation with a general practitioner, or present to an emergency department or hospital, where clinically indicated.

General consultations provided through this service are limited in scope and are not intended to replace comprehensive general practice care, preventive health services, or ongoing management of chronic or complex conditions.

Patients with complex, chronic, or long-standing medical conditions are encouraged to consult their regular general practitioner or attend an in-person medical service for ongoing care.

Medical certificates and carer’s leave certificates are issued only when clinically appropriate following a telehealth consultation.

Certificates:

• Are issued from the date of consultation only

• Cannot be backdated

• Are intended for work, school, or carer’s leave purposes

The doctor may decline issuing a certificate if the request is not medically appropriate or if sufficient information is not provided.

Electronic prescriptions may be issued where clinically appropriate following consultation with the doctor.

Certain medications cannot be prescribed via telehealth, including restricted medicines such as Schedule 8 (S8) medications and certain Schedule 4D (S4D) medicines, in accordance with Australian prescribing regulations.

eScripts are typically sent via SMS as an electronic prescription token, unless email delivery is requested.

The following requests or situations are not covered by this service:

• Backdated medical certificates

• Centrelink, legal, or insurance-related certificates

• Serious or potentially urgent symptoms (e.g., chest pain or severe

abdominal pain)

• Long-standing or complex medical conditions, including symptoms

lasting more than two weeks

• Online weight-management or weight-loss treatment

• Fit-for-work, return-to-work, return-to-school or childcare, or travel

clearance certificates

• Exemption certificates for work, study, vaccination, or government

requirements

• Private health insurance documentation or claims

Patients requiring these services should consult their regular doctor.

This service is not suitable for medical emergencies.

If you believe you are experiencing a medical emergency, you should:

• Call 000, or

• Attend your nearest hospital emergency department.

You agree to provide complete, accurate, and truthful information during your consultation.

Providing inaccurate, incomplete, or misleading information may result in:

• The doctor declining to issue a certificate or prescription

• The consultation being terminated

• The certificate being considered invalid by third parties

All consultations are privately billed.

Full payment must be completed before the consultation occurs.

Refunds are provided only at the provider’s discretion if the service cannot be provided.

Once a consultation has occurred and a certificate or prescription has been issued, no refund will be provided.

Personal and health information collected through this service will be handled in accordance with Australian privacy laws.

Information is used solely for the purpose of providing telehealth consultations and issuing medical documents where appropriate.

Further information is available in our Privacy Policy.

The doctor reserves the right to decline a consultation, certificate, or prescription if:

• The request is not medically appropriate

• Insufficient or inconsistent information is provided

• The patient’s condition is not suitable for telehealth

Certificates and eScripts issued through this service are provided for the patient’s personal use.

HELLO DOCTOR and the consulting doctor are not responsible for how employers, educational institutions, or other third parties interpret or use these documents.

For any questions regarding these Terms & Conditions, please contact:

HELLO DOCTOR

📧 support@hellodoctor.au

ABN: 49 229 946 959

Effective Date: September 2025

Last updated: March 2026