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PharmaciaTelehealth
Secure Australian telehealth
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Simple care, wherever you are

What can Pharmacia Telehealth help with?

Clear support for everyday prescription needs and suitable minor ailments—without the waiting room.

Why use Pharmacia Telehealth?

Tell us what happened.

Lost your script or has it expired?

Ask an Australian-registered doctor whether a replacement or repeat is clinically appropriate.

At the pharmacy without a prescription?

Book from your phone and, if a prescription is issued, have it sent through your selected pathway.

Need help with a minor ailment?

Speak with a doctor by phone or video and receive a clear recommendation for your next step.

AHPRA-registered doctorsPhone or videoSecure and convenient
How to book

Three simple steps.

  1. 1
    Choose what you need

    Answer only the questions relevant to your care.

  2. 2
    Select a doctor and time

    See available doctors, languages and appointment times.

  3. 3
    Confirm your booking

    Review your details, pay securely and receive confirmation.

Start your booking
Support

How can we help?

Emergency careCall 000
Preferred callback request

Ask Pharmacia for support

This is a request, not an instant booking. Our team will contact you to confirm the next step.
Privacy policy

How Pharmacia handles your information

Last updated 6 August 2026

Your privacy at a glance

We collect only the personal and health information reasonably needed to verify you, arrange and deliver your consultation, process payment, communicate with you and support any prescription pathway you choose.

1. Who we are

Pharmacia Health Pty Ltd (ABN 96 689 151 022), trading as Pharmacia Telehealth, operates this booking and telehealth service. Privacy enquiries can be sent to telehealth@pharmacia.com.au.

2. Information we collect

We may collect your name, title, date of birth, gender, address, phone number, email, Medicare or Individual Healthcare Identifier details, booking and payment status, consultation preferences, medications, allergies, symptoms, health history, clinical notes, prescription and pharmacy fulfilment information, and communications with us.

We do not receive or store your full card number, expiry or security code. Those details are entered into the secure payment component.

3. How we collect it

We usually collect information directly from you. If you begin through a partner pharmacy, we may receive the contact details and pharmacy preferences you authorised that pharmacy to provide. We may also receive information from your consulting doctor, your selected pharmacy and service providers where reasonably necessary to deliver the service.

4. Why we use and disclose it

We use and disclose information to verify your identity and contact details; manage bookings, payments, refunds and communications; support the consultation and continuity of care; create or update healthcare records; route an issued prescription according to your choice; respond to safety concerns, complaints and legal obligations; and improve service quality and security.

Health information is used for the purpose for which it was collected, a directly related purpose you would reasonably expect, with your consent, or where otherwise authorised or required by law.

5. Who receives information

Relevant information may be provided to the independent doctor consulting with you, the pharmacy you select or the partner pharmacy connected to your booking, and contracted providers supporting secure hosting, practice administration, payments and patient communications. We disclose only what is reasonably necessary for that recipient’s role.

We may also disclose information to regulators, insurers, emergency services or law-enforcement bodies where required or authorised by law, or where necessary to address a serious threat to health or safety.

6. Overseas processing

Some contracted technology providers may process limited personal information outside Australia, including in the United States. Where this occurs, we take reasonable steps required by Australian privacy law to protect the information and review provider security and contractual safeguards.

7. Security and retention

We use role-based access, encryption, audit controls and other reasonable technical and organisational safeguards. Sensitive handover tokens and health information are not intentionally placed in ordinary browser storage, analytics events or public URLs.

We retain information for as long as reasonably required to provide healthcare, meet clinical record, taxation, insurance and legal obligations, resolve disputes and protect patient safety. When information is no longer required, we take reasonable steps to destroy it or de-identify it, unless the law requires retention.

8. Access and correction

You may ask to access or correct personal information we hold about you by emailing us. We will verify your identity and generally respond within 30 days. If we cannot provide access or make a requested correction, we will explain why where the law requires.

A pharmacy or independent practitioner may hold a separate clinical or dispensing record. We will help direct you to the appropriate record holder where practical.

9. Privacy complaints

Email telehealth@pharmacia.com.au with the details of your concern. We will acknowledge and investigate it, and aim to provide an outcome within 30 days. If you are not satisfied, you may contact the Office of the Australian Information Commissioner.

10. Data breaches and updates

We assess suspected data breaches and notify affected individuals and the Australian Information Commissioner where the Notifiable Data Breaches scheme requires it. We may update this policy as our service or legal obligations change and will publish the current date with the updated policy.

Emergency care

This is not an emergency service. Call 000 for severe or life-threatening symptoms.
Terms and conditions

Pharmacia Telehealth service terms

Last updated 28 August 2026

Important — please read carefully

By using the service, you confirm that you are at least 18, are physically located in Australia for the consultation, accept these terms and the Privacy Policy, and understand that telehealth and prescribing are subject to the doctor’s independent clinical judgement.

1. Operator and service

The service is operated by Pharmacia Health Pty Ltd (ABN 96 689 151 022). Pharmacia Telehealth connects eligible patients with independent Australian-registered medical practitioners for phone or video consultations.

The available service types and standard scheduling allocations are: a 5-minute repeat prescription consultation, an 8-minute short consultation and a 12-minute long consultation. The time allocated helps schedule the appointment; the actual consultation time may vary according to the patient’s needs and the doctor’s independent clinical judgement.

The service supports prescription reissues for stable, ongoing conditions, new prescriptions for minor self-limiting ailments where clinically appropriate, and general health information suitable for telehealth. Selecting a service or consultation length does not guarantee a prescription, treatment or other clinical outcome.

2. What the service is not for

Do not use this service for emergencies; Schedule 8 medicines or controlled substances; unapproved therapeutic goods; medicines requiring a special regulatory pathway; or a new medicine for a chronic, complex or ongoing condition where examination, testing, monitoring or specialist oversight is needed.

This includes new treatment initiation for conditions such as diabetes, obesity or weight management, hypertension, cardiovascular disease, chronic kidney disease or mental health conditions, and new injectable or GLP-1 medicines, unless the consulting practitioner determines a lawful and clinically appropriate pathway outside these exclusions.

The doctor may decline to treat or prescribe, recommend in-person care or refer you elsewhere whenever telehealth is unsuitable.

3. Medication requests and prescriptions

Entering a medicine in the booking form is informational only. It is not an order, guarantee or entitlement and does not override the doctor’s independent clinical judgement.

A prescription is never guaranteed. The consultation fee covers the doctor’s time and clinical assessment, whether or not a prescription is issued.

For a partner-pharmacy booking, any prescription issued is routed to that pharmacy according to the handover you authorised. For a direct booking, you may choose an electronic prescription token to your phone or Pharmacia dispensing for collection or delivery. Medicine and delivery costs are separate from the consultation fee.

4. Your responsibilities

  • Provide complete and truthful identity, contact, Medicare, health, medication and allergy information.
  • Tell the doctor about relevant changes or safety concerns.
  • Follow clinical advice and seek in-person care when recommended.
  • Do not use the service for an excluded medicine, condition, emergency or fraudulent purpose.
  • Ensure you can safely receive the consultation by your selected phone or video method.

5. Fees, cancellation and refunds

Before payment, the booking page shows the selected service, its standard scheduling allocation and the total consultation price. The price is presented as GST-free, and payment is required when booking. Your confirmed booking retains the service, scheduling allocation and price shown when you paid.

You may cancel for a full refund up to two hours before the scheduled consultation. A cancellation within two hours, or failure to attend or answer, may result in the full consultation fee being retained unless the Australian Consumer Law requires another remedy.

Once a consultation begins, the fee is generally non-refundable because it covers the practitioner’s time and assessment. Refund requests should be emailed to telehealth@pharmacia.com.au within 14 days with the booking reference and relevant details.

Nothing in these terms excludes, restricts or modifies consumer guarantees or remedies that cannot lawfully be excluded, including that services are provided with due care and skill.

6. Privacy and consent

We handle personal and health information in accordance with our Privacy Policy and applicable Australian privacy law. You consent to information reasonably necessary for the service being shared with the consulting doctor and, where applicable, your selected or partner pharmacy for dispensing and fulfilment.

7. Independent doctors

Doctors using the platform are independent practitioners responsible for their clinical advice, assessment, treatment and prescribing decisions. Pharmacia Telehealth provides booking technology and administrative support and does not direct a practitioner’s clinical judgement.

8. Telehealth limitations

Phone and video consultations cannot always provide the same information as an in-person examination. Technical interruptions may occur. You should seek urgent or in-person care whenever advised, and call 000 for severe or life-threatening symptoms.

9. Liability and consumer rights

To the maximum extent permitted by law, Pharmacia Telehealth does not guarantee a prescription or a particular clinical outcome. Where the law permits liability to be limited, our liability may be limited to re-supplying the service or paying the reasonable cost of having it supplied again.

Nothing in these terms excludes, restricts or modifies any right or remedy under the Australian Consumer Law or any other law that cannot lawfully be excluded, restricted or modified.

10. Complaints and disputes

Please contact us first at telehealth@pharmacia.com.au so we can try to resolve a concern promptly. This does not prevent you from contacting a health complaints body, consumer protection agency, regulator, tribunal or court.

11. Governing law

These terms are governed by Queensland law and the applicable laws of Australia. You submit to the non-exclusive jurisdiction of Queensland courts.

12. Changes and contact

We may update these terms and will publish the current version and last-updated date. Material changes will be notified where reasonably practicable.

Pharmacia Health Pty Ltd
ABN 96 689 151 022
telehealth@pharmacia.com.au
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