Frequently Asked Questions

Medmate’s express online consults make it easy to request prescriptions for common medical conditions—available Australia-wide, 7 days a week.

Your electronic prescription will be sent straight to your phone via SMS or your nominated email as a secure QR code. Simply present it at any pharmacy to have it scanned and dispensed.

Want it even easier? Upload your eScript on the Medmate website, choose your local pharmacy, and get your medication express delivered to your door.

Getting started is easy:

1. Select the symptom category above that best matches your current health concern.
2. Answer a few key questions about your symptoms and medical history.

This information helps the doctor understand your condition and prepare for your consultation. You’ll receive an SMS notification before your call, and the doctor will contact you shortly after.

Following the consultation, the doctor will prescribe the most suitable medication if needed, and send you personalised health advice via SMS or email. At Medmate, we look beyond just medication—our doctors take a holistic approach to your care.

Prescriptions are sent electronically via SMS, usually within minutes (for orders placed between 7am and 11pm AEST, 7 days a week). If ordered outside these hours, your script will be processed when Medmate reopens the next morning.

The doctor will review all the information you’ve provided in your online consult and call you to discuss your symptoms in more detail. This conversation helps the doctor develop the most appropriate treatment plan for your condition.

If medication is clinically necessary, the doctor will prescribe the most suitable option based on your needs.

All treatment decisions are guided by evidence-based Australian Therapeutic Guidelines. It’s important to note that medication—such as antibiotics—is not always required. Where appropriate, your doctor may recommend home care advice or self-management strategies as part of a safe treatment plan.

Medmate doctors do not prescribe controlled substances, narcotics, opioids, or any medications that require close supervision or specialist monitoring.

All prescriptions and medical certificates are issued at the discretion of the doctor, based on their professional clinical judgment. Our priority is to ensure that every treatment is safe, appropriate, and in line with best medical practice.

Absolutely—and we strongly encourage it.

After your express consult, you’ll receive an email outlining the doctor’s advice and management plan. We recommend discussing this plan with your regular GP at your next visit.

If you consent and provide your GP’s details, we can also forward the doctor’s treatment notes directly to your regular clinic. Simply include your GP’s information when completing the online request form. Notes are typically sent within 48 hours.

If your GP has any questions, they’re welcome to contact us on 1300 858 909 or email clinic@medmate.com.au, and we’ll arrange for the treating doctor to return their call promptly.

No worries, simply select a ‘General Medical Consult’ and you can chat with a Medmate doctor. Our doctors will take a more detailed consultation via phone or video consult to understand how best to treat your problem.

An online prescription is a simple and secure way to renew your medication.

After your consult, your electronic prescription will be sent directly to your phone via SMS or to your nominated email. These eScripts are secure QR codes that can be scanned and dispensed at any pharmacy.

Want it even easier? Just upload your eScript to the Medmate website, select your local pharmacy, and choose express delivery to have your medication delivered straight to your door.

To request a prescription renewal, simply:

1. Select the relevant medication category

2. Enter the medication name and dosage

3. Answer a few important safety questions

Your request will be personally reviewed by a Medmate doctor, who will assess its clinical appropriateness. If approved, your electronic prescription will be sent to you via SMS and email.

Please note that all requests are individually assessed by an Australian-registered doctor. All prescriptions are issued based on the doctor’s independent clinical judgment and commitment to safe prescribing practices.

Scripts are typically issued as soon as possible for consultations completed between 7am and 11pm AEST, 7 days a week. Outside these hours, your prescription will be processed when Medmate Telehealth reopens the next morning.

Medmate doctors follow AHPRA telehealth guidelines, and in all cases, a phone or video consultationwill be required to ensure safe and appropriate care.

You can request a script renewal for a range of regular medications through Medmate’s online service.

Please note: Online prescriptions are for renewals only—not for new or acute medical conditions.

When you submit your request, the doctor will review your medical history and the information provided. The doctor will call you directly, between 7am and 11pm AET.

In Some Cases, a Script May Not Be Issued

Your request may not be approved for several clinical reasons, such as:

• The medication is intended for a new or acute condition, not a routine renewal
• The medication requires a Medicare authority approval
• The medication can only be prescribed by a specialist, such as a dermatologist or neurologist
• The medication is a restricted or high-risk substance, with potential for abuse, misuse, or addiction
• Based on your responses, the doctor determines that a face-to-face consultation is required for safe assessment

If any of these apply, the doctor may advise you to book a follow-up telehealth consultation or, if necessary, cancel and refund your request.

Important Clinical Guidance

All Medmate doctors are Australian-registered medical practitioners who exercise independent clinical judgment. Every request is reviewed carefully to ensure safe, responsible prescribing.

This clinic does not prescribe restricted or monitored medications under any circumstances. We follow RACGP guidelines, which recommend that such medications be prescribed only by your regular GP who manages your ongoing care.

Your health and safety are always our top priority.

Medmate doctors do not prescribe controlled substances, narcotics, opioids, or any medications that require close supervision or specialist monitoring.

All prescriptions and medical certificates are issued at the discretion of the doctor, based on their professional clinical judgment. Our priority is to ensure that every treatment is safe, appropriate, and in line with best medical practice.

It depends on the medication. If repeats are available for your selected medication, you’ll have the option to add the maximum allowed at checkout.

All prescriptions and repeats are issued at the discretion of the doctor, who will assess the safety and suitability based on your individual clinical history and needs.

Absolutely—and we strongly encourage it.

After your express consult, you’ll receive an email outlining the doctor’s advice and management plan. We recommend discussing this plan with your regular GP at your next visit.

If you consent and provide your GP’s details, we can also forward the doctor’s treatment notes directly to your regular clinic. Simply include your GP’s information when completing the online request form. Notes are typically sent within 48 hours.

If your GP has any questions, they’re welcome to contact us on 1300 858 909 or email clinic@medmate.com.au, and we’ll arrange for the treating doctor to return their call promptly.

No problem! Just book a General Medical consult with a Medmate doctor. Once your medical history is reviewed and you’re set up in our system, you’ll be able to discuss your clinical request directly with the doctor.

All prescriptions are issued at the doctor’s discretion, based on their independent clinical assessment of what is safe and appropriate for your care.

A medical certificate—also known as a doctor’s certificate or sick note—is an official document issued by a licensed medical practitioner to confirm that a patient is unfit for work, school, or other responsibilities due to illness or injury. It may include details such as the nature of the condition, its severity, and the expected recovery time.

Medical certificates are often required for:

• Sick leave or carer’s leave
• Insurance claims or disability benefits
• Verification of absence by employers, schools, or other organisations

For Australian Employees

If you’re unable to work due to a medical issue, your employer may request a valid medical certificate. You must notify your employer as soon as possible—even if this is after your leave has started—and let them know how long you expect to be away.

If you’re asked to provide evidence and don’t do so, you may not be entitled to paid sick or carer’s leave.

Employer Requests for Evidence of Sick or Carer’s Leave

An employer is entitled to request evidence from an employee to confirm that their leave was taken due to:

• Being unfit for work because of illness or injury, or
• The need to care for or support an immediate family or household member experiencing illness, injury, or an unexpected emergency.

Evidence may be requested even for a single day or less of absence.

If the employee does not provide the requested evidence, they may not be entitled to paid sick or carer’s leave.

In some cases, awards or registered agreements may set out specific requirements for when and what type of evidence must be provided. Any evidence requested by the employer must be reasonable and appropriate to the circumstances.

The issuance of a medical certificate is based on the doctor’s clinical assessment of your condition. This includes a review of the information provided in your online declaration and the findings from your phone or video consultation.

Please note that not all requests will result in a certificate. If the doctor determines that an in-person assessment is more appropriate, you may be advised to visit your local GP for further evaluation.

Yes—online medical certificates are legally recognised in Australia and are considered acceptable evidence for sick leave, carer’s leave, and other situations requiring proof of illness or injury. They are commonly accepted by employers, insurance providers, and other organisations.

However, the certificate can only be issued following a doctor’s clinical assessment to determine whether it is appropriate. This assessment is based on the information you provide and a phone or video consultation.

Please note that not all requests will be approved. If the doctor believes an in-person consultation is necessary, you may be advised to visit your local GP for further assessment.

Yes.  An online medical certificate is valid if it has been issued by an Australian registered doctor. This serves as a valid proof for your employer.

Start by filling out a short questionnaire to help the doctor understand your current illness. The doctor will contact you to gather more information and offer clinical advice.

Please note: This is a clinical request, and doctors may decline to issue a certificate if it is not deemed safe or appropriate based on their assessment.

If approved, your medical certificate will be sent quickly and securely to your nominated email address.

With Medmate you can get an online medical certificate for:

• Work
• School
• University
• Carer’s Certificates

Medmate online medical certificates are $19.90 Same day or $29.90 multi-day.

Your Privacy Is Our Priority

Medmate adheres to strict privacy and confidentiality standards. Your medical information is kept strictly between you and your doctor.

Under the Fair Work Act, it is not appropriate or lawful for employers to request specific details about your illness.

If required, Medmate can verify the authenticity of a medical certificate, but we will never disclose any personal medical information to your employer or any third party.

Mental health is important for several reasons, both on an individual and social level. Here are some of the reasons why mental health is important:

• Overall well-being: Good mental health is essential for your overall well-being and quality of life. It includes the ability to cope with stress, maintain positive relationships, and contribute to your relationships and society.
• Physical health: There is a strong link between mental and physical health. Poor mental health can lead to physical health problems such as chronic disease – heart disease, stroke, pain, diabetes and dementia.
• Productivity: Mental health affects your ability to function effectively in your personal and professional life.
• Relationships: Mental health impacts your ability to form and maintain positive relationships with others. It can also affect the quality of those relationships.
• Economic impact: Poor mental health has significant economic consequences for individuals, businesses, and society as a whole. It can lead to increased healthcare costs, lost productivity, and decreased economic growth.
• Stigma reduction: Improving mental health awareness and reducing stigma can encourage individuals to seek help when needed and improve overall mental health.

In summary, good mental health is important for individuals to lead fulfilling lives and contribute to society. It is also crucial for the economic and social well-being of communities and society at large. By prioritizing mental health, individuals and society as a whole can benefit from improved well-being, better relationships, productivity, and quality of life.

Mental health professionals are here to assist and talk through your emotions and thoughts. Mental health challenges are common but very treatable.

During your appointment, share your feelings openly with the doctor. It’s okay to feel nervous, which is a common response. Doctors regularly assist individuals with mental health care plans, and they are trained to listen.

The doctor will inquire about your recent feelings and experiences.

You may be asked to return for another appointment before the doctor determines if a mental health care plan is suitable for you. During the mental health care plan session, the doctor will create a personalized treatment plan, which may include medications and referrals to psychologists and psychiatrists as necessary. With a mental health care plan, you can benefit from subsidized psychology consultations through Medicare.

To get your mental health medication renewed with Medmate, follow these steps:

Complete the online digital medical consultation questionairre. Make sure you provide all the information the doctor needs about your allergies, current medications and current medical conditions.

Prepare for the phone consultation: The doctor will call you to clarify information. Gather information about your current medication, including the name, dosage, and the regular prescribing doctor. Also, note down any concerns or questions you have related to your medication.

Attend the phone consultation: Attend the virtual appointment with the Medmate doctor. Discuss your mental health condition, your current medication, and any concerns you may have. Be honest and open about your symptoms and experiences.

Request a prescription renewal: During the consultation, ask the doctor if they can renew your mental health medication. If they agree, they will provide a new prescription for you.

Fill your prescription: After receiving the prescription, you can use the Medmate platform to order your medication. It will be delivered to your preferred address or can be picked up from a selected pharmacy.

Follow up: If necessary, schedule follow-up appointments with your Medmate doctor to monitor your progress and ensure proper medication management.

By following these steps, you can conveniently renew your mental health medication through Medmate and ensure that you receive the appropriate care and support for your wellbeing.

During an online consultation, you will discuss your symptoms, concerns, and medical history with the doctor. They may ask questions to better understand your situation and provide a diagnosis. Based on their assessment, the doctor will recommend appropriate treatment options.

Yes, online doctor consultations are confidential and follow strict privacy guidelines. Online doctors are registered Australian medical practitioners. Your personal information and medical records are protected under Australian privacy regulations.