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 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.

We aim to contact patients as soon as reasonably possible. Callback times are not guaranteed and may vary depending on clinical demand, consultation length, technical issues, or other unforeseen circumstances.

Medical documents and prescriptions 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 for patients aged 2 years and over, including:

• Medical certificates for work, school, university, or childcare absences

• Carer’s leave certificates

• Requests for electronic prescriptions (eScripts)

• Specialist referrals

• Telehealth consultations (for assessment and medical advice on minor, non-urgent symptoms)

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

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.

While every reasonable effort is made to provide consultations without interruption, technical or telecommunications issues may occasionally delay a consultation or the delivery of medical documents. Where possible, HELLO DOCTOR will make reasonable efforts to complete the consultation as soon as practicable.

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.

Specialist referrals may be provided where clinically appropriate. The doctor may recommend an in-person consultation instead if additional assessment is required before a referral can be issued.

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, university, childcare, 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.

Hello Doctor operates strictly within safe clinical boundaries. Electronic prescriptions may be issued if clinically appropriate following consultation with the doctor.

To ensure patient safety, the following drugs of dependence and restricted substances cannot be prescribed via telehealth:

• Schedule 8 (S8) Controlled Drugs

• Schedule 4 Appendix D (S4D) Prescribed Restricted Substances (including Real-Time Prescription Monitoring substances)

• Authority-required or specialist-only medications

• First-time or ongoing prescriptions for complex or specialised therapies.

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

Delivery of an eScript may be delayed if incorrect or incomplete personal or identification details are provided.

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

• Children under 2 years of age

• Pathology referrals (including blood and urine tests) and imaging referrals (including X-rays, ultrasound, CT and MRI scans)

• 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

• Weight loss medications or online weight-management 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 emergency department.

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

You are also responsible for providing accurate contact details and being available to answer the doctor’s phone call during the consultation period.

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.

If, before the consultation begins, the doctor determines that the request is not suitable for telehealth or outside the scope of this service, the consultation will not proceed and payment will be fully refunded.

Once a consultation has commenced, refunds are not generally provided where:

• A requested certificate, prescription, or referral is not issued following the doctor’s clinical assessment

• The doctor determines that the requested document or prescription is not clinically appropriate

• The patient requests a service that is outside the scope of this service

Medical documents and prescriptions are issued only when clinically appropriate and remain entirely at the doctor’s discretion.

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.

Medical records relating to your consultation are securely retained in accordance with applicable Australian legal and professional requirements.

Further information is available in our Privacy Policy.

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

• The request is not clinically appropriate

• Insufficient, inaccurate, or inconsistent information is provided

• The patient’s condition is not suitable for telehealth

• The patient requires urgent or emergency medical assessment

• Abusive, threatening, or inappropriate behaviour occurs during the consultation

While every reasonable effort is made to provide consultations and deliver medical documents promptly, HELLO DOCTOR is not responsible for delays caused by technical issues, telecommunications failures, or events beyond its reasonable control.

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: 20 August 2025

Last updated: 20 July 2026