Is there a regulatory authority for online Telehealth clinics in Australia?

I recently utilized a Telehealth service called Instant Consult, which was recommended by Chemist Warehouse. I acknowledged that I am a private patient and cannot make a Medicare claim. However, this provider has declined to issue a receipt with the necessary MBS code required by my health insurance company.

Does anyone know of an organization responsible for overseeing clinic practices or a way I can escalate my complaint?

One thought on “Is there a governing body for Telehealth online clinics in Australia?”

  1. In Australia, telehealth services are subject to a range of regulations, but there isn’t a single governing body specifically for telehealth clinics. Instead, various organizations oversee different aspects of healthcare delivery, including telehealth.

    You may want to consider the following steps to escalate your complaint:

    1. Telehealth Provider’s Complaint Process: Start by reaching out directly to Instant Consult. They should have a formal complaints procedure you can follow.

    2. Health Complaint Entities: Each state and territory in Australia has a health complaints entity. You can contact these organizations to lodge your complaint if you feel your issue has not been resolved. For example:

    3. New South Wales: Health Care Complaints Commission
    4. Victoria: Victorian Ombudsman

    5. Queensland: Health Ombudsman

    6. Australian Health Practitioner Regulation Agency (AHPRA): If your complaint is regarding the conduct of a health practitioner involved in your telehealth consultation, AHPRA may be able to assist.

    7. Private Health Insurance Ombudsman: If you are having issues related to your health insurance claim, the Private Health Insurance Ombudsman may provide guidance and assistance.

    8. Australian Medical Association (AMA): While primarily a professional association for doctors, the AMA can sometimes provide advice or direct you to the appropriate resources.

    9. Consumer Affairs: Depending on your state, you might also consider contacting your local consumer affairs agency if you believe the service provided was misleading or unsatisfactory.

    Make sure to keep records of all your communications and any relevant documentation when pursuing your complaint. Good luck!

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