FAQ’s

No. You can submit a form below and a telehealth clinician will contact you within your desired timeframe.

If you book a scheduled appointment, practitioners will generally call at the booked time, although calls may occur approximately 10 minutes earlier or later depending on clinic demand.

If you request the next available appointment, we usually call within one hour. During busy periods, wait times may be longer. Please ensure your phone is accessible and that you can answer incoming calls.

No. However, patients under 16 years of age must have a parent or guardian present during the consultation.

No. Australian patients can access telehealth services from healthcare practitioners located in another state. Medical certificates, prescriptions and referrals issued through telehealth are generally valid Australia-wide. Acceptance of online medical certificates may depend on workplace, school or organisational policies.

No. You must be physically located in Australia at the time of your consultation.

Your clinician’s AHPRA registration number can be provided during your consultation. Registration details can also be independently verified through the AHPRA public register.

Yes. You may choose the next available clinician for immediate care or book a future appointment with your preferred doctor or nurse practitioner, subject to availability.

Yes. Medical certificates issued through telehealth consultations are legally valid in Australia when provided by an appropriately registered Australian healthcare practitioner.

Employers, schools, universities, and other organisations may have their own policies regarding acceptable evidence for leave. Our certificates can also be verified directly through support@centrivahealth.com.

Yes. A doctor or nurse practitioner will assess your health concern during the consultation and may issue a medical certificate if clinically appropriate.

Yes. If your condition reasonably requires time away from work or study,the practitioner may issue a certificate covering multiple days.

In some circumstances, a doctor or nurse practitioner may issue certificates covering recent previous days if the illness is ongoing at the time of consultation. This is assessed on a case-by-case basis and remains at the clinician’s clinical discretion.

Yes. A carer’s leave certificate is a medical document issued by a clinician confirming that you were required to care for an unwell family member or someone in your household.

When making a booking, you need to book under the person that has been unwell and not the person that needs the carers certificate. Both you and the unwell family member need to be present for the consultation. The carer’s certificate will be provided to you if clinically appropriate.

No. Clearance-to-work assessments generally require an in-person physical examination and cannot be completed through this telehealth pathway.

Yes. Antibiotics may be prescribed if clinically appropriate following assessment by the clinician.

Our clinician's follow Therapeutic Guidelines Australia and antibiotic stewardship principles. If antibiotics are not clinically indicated, supportive care or alternative management may be recommended. Refunds are not provided where antibiotics are clinically declined.

We cannot prescribe Schedule 8 (S8), Schedule 4D (S4D) or other restricted medications through this service. These medications require an established doctor or nurse practitioner-patient relationship and also require a face-to-face assessment. See list.

Repeat prescriptions are generally not included through express prescription renewal pathways. If repeats are clinically appropriate, you may need a full telehealth consultation.

Yes. Most Australian pharmacies accept electronic prescriptions.

No. Prescriptions cannot be altered once issued unless there is an administrative error affecting dispensing.

Authority prescriptions are generally not available through this pathway unless they are streamlined authorities. In some cases, a short-term private prescription may be provided.

No. Medication stock availability varies between pharmacies and is outside our control.

Yes. patients without Medicare may use an Individual Healthcare Identifier (IHI).

International patients may request a prescription provided they have a valid Individual Healthcare Identifier (IHI).

You will complete a consultation request outlining your symptoms and medical history. After assessment, the practitioner may issue a referral to a specialist if clinically appropriate.

Most referrals are issued within approximately one hour following consultation, depending on demand and practitioner availability.

Please contact our support team for assistance on support@centrivahealth.com

No. Consultation outcomes are determined by the clinician’s independent clinical judgment. Consultation fees are non-refundable where a requested medication, certificate, or referral is not clinically appropriate.

Refunds are available where a technical issue on our side prevents the consultation from proceeding. Failure to answer consultation calls may result in a Did Not Attend (DNA) fee. Clinical decisions do not qualify for refunds.

Appointments can generally be cancelled or rescheduled free of charge if changes are made more than 24 hours before the appointment time. If cancelled within 24 hours a fee will be charged as per the booking.

The clinician will usually attempt to contact you again within 15 minutes. The call may come from a private number. If further assistance is needed, please contact support@centrivahealth.com

Our services are privately billed. Some patients may be eligible for a partial Medicare rebate depending on eligibility requirements.

Where bulk billing applies, processing may take up to 72 hours.

We accept Visa, Mastercard, and American Express payments through a secure encrypted payment gateway.

With your consent, we can send consultation summaries and relevant documents to your regular GP to support continuity of care.

No. Mental Health Treatment Plans are not available through this service pathway.

For emergencies call Triple Zero (000) or attend your nearest emergency department immediately.

Yes. We use secure systems and safeguards designed to protect your personal and medical information in accordance with Australian privacy obligations.

Your information is only shared with your consent or where legally required. We do not sell personal information to third parties.

Yes, with your permission.

You will need:

• A smartphone, tablet, or computer
• A camera and microphone
• A stable internet connection
• A modern web browser such as Chrome, Safari, Firefox, or Edge
• Be in a private and quite space

You will join a secure online waiting room through your browser. Once the clinician is ready, the consultation begins directly through the platform.

• Choose a quiet, well lit room for your appointment.
• Do not sit directly in front of open windows or other bright light sources.
• Ensure you are in a quiet space, free of distraction and noise.
• Please do not be driving during your appointment.
• 5 minutes before your appointment, open the Telehealth application on your device and select ‘Join Meeting’.
• Do a test-call to ensure your microphone and web camera are set up correctly for the call.
• You may have to wait for your health professional to join you. Whilst waiting you will either see a blank screen within the application, or see yourself until your health professional dials in. As with any medical appointment, sometimes there may be delays.
• When you have finished your consultation, close the Telehealth application.

We welcome feedback to help improve our services. Please contact our support team via email for assistance or feedback enquiries. support@centrivahealth.com