Important — please read carefullyBy 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.
Available booking choices may be presented as a 5-minute script, minor-ailment or doctor-guidance consultation with an optional additional 5 minutes where offered, or as a 5-minute repeat prescription consultation, an 8-minute short consultation and a 12-minute long consultation. The selected price and time allocation are shown before payment. 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
Telehealth