Frequently Asked Questions

Need a Script Fast? Try an Express Online Consult

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.

Get a Fast Online Consult with Medmate

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.

Important Prescribing Information

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.

Can I Share My Medmate Consult with My GP?
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.

Renew Your Prescription Online – Safely and Conveniently

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.

Requesting a Prescription Renewal

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. If further clarification is needed, the doctor may contact you directly. 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 requests placed 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.

Online Prescription Renewals – What You Need to Know

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. If more details are needed, the doctor may 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.

Important Prescribing Information

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.

Can I Get Repeats?

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.

Can I Share My Medmate Consult with My GP?
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.

What Is a Medical Certificate?

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.

Medical Certificate Requests

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.

Are Online Medical Certificates Valid in Australia?

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.

How It Works

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.

Treatment Information

Due to regulations, we are unable to list this class of treatments by name.

To explore your options, you’ll need to proceed to a free consultation with a Medmate health practitioner.

If clinically appropriate, your practitioner may discuss these treatments as part of your personalised weight loss plan.

Our clinical team will perform a comprehensive health assessment and eligibility review. Treatment recommendations will be based on what is safest and most appropriate for your individual circumstances.

If you have a personal or family history that may slightly increase the risk of rare side effects, your health practitioner will take a cautious, safety-first approach and may recommend alternative treatment options where necessary.

Initial consultations are free. If you are eligible for the Clinician Led Weight Loss Program, the commencement cost of this program (including the treatment, home care pack, delivery and regular health practitioner support) is $399 a month.

Nutrition and Weight Management

A high-protein, nutrient-rich diet is essential for effective and sustainable weight management. Your doctor will support you in tracking your calorie intake and help set a daily calorie target to create a sustainable calorie deficit—typically at least 500 calories per day.

In some cases, medication may be prescribed to assist in reaching this goal. Your doctor may also recommend a referral to a dietitian to develop a personalised meal plan aligned with your health and weight loss objectives.

To support fat loss while preserving lean muscle mass, it’s important to monitor your macronutrient intake, especially daily protein. Tools like MyFitnessPal are helpful for tracking both calories and macros.

You can estimate your daily calorie target by calculating your Basal Metabolic Rate (BMR) and subtracting 500 calories.

For example, if your BMR is 2000 calories, your target would be 1500 calories per day to promote gradual weight loss.

Calculate your basal metabolic rate here.

Building Healthy Habits Through Physical Activity

Incorporating regular physical activity into your routine is a key part of achieving and maintaining a healthy weight. The goal is to gradually increase your daily movement while staying within your calorie target, helping to create a consistent calorie deficit that supports weight loss.

As you build lean muscle mass, your body naturally burns more energy at rest—making it easier to maintain a healthy weight and develop a leaner, stronger physique.

Think of this as a journey toward long-term lifestyle change. Start by creating a calorie deficit, track your progress, and gradually introduce both aerobic exercise and resistance training into your day-to-day life.

With time and consistency, these new habits will lead to a healthier diet, more regular movement, and sustainable results that keep you feeling your best for the long term.

Track Smarter, Achieve More with MyFitnessPal + Medmate

Combining clinical weight loss treatments with nutrition tracking through MyFitnessPal leads to more consistent, sustainable results. By logging your meals, you can ensure you’re meeting your nutritional needs, especially your daily protein targets—essential for preserving lean muscle during weight loss.

As a Medmate member, you’ll take a holistic approach to your health with access to MyFitnessPal’s Nutrition Plan, Recipe Collection, and exercise video library—all designed to support muscle maintenance, healthy eating, and long-term success.

To support your journey, you’ll receive a free premium subscription to MyFitnessPal, giving you powerful tools to track both nutrition and exercise with ease. You can also choose to share your progress with your Medmate clinician during regular check-ins for personalised support.

It all starts with a free first meeting with a clinical nurse to get things going.

This is a no obligation chat to understand things like your Body Mass Index (BMI), any health issues you already have, and whether your past efforts to lose weight have worked.

Our team will talk to you about whether you meet eligibility for the program.

Sign Up

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.

Feeling apprehensive or uncertain about reaching out for help is completely normal.

You might be hesitant to share your thoughts and emotions or believe that your situation isn’t severe enough to warrant support. You could also be worried about becoming a burden to others.

The mental health care community consists of compassionate, non-judgmental professionals helping individuals, like yourself, who are at various points in their path to recovery.

We are here to stand by you and provide the support you need.

Depression is a mental health condition that is characterized by a persistent feeling of sadness or loss of interest in activities that one once enjoyed. Depression is a common but serious mood disorder that affects how a person feels, thinks, and handles daily activities, such as sleeping, eating, or working. The condition can lead to a variety of emotional and physical problems and can affect all aspects of life, including relationships with family and friends. Depression alters all aspects of life such as motivation, sleep, energy levels, sex drive, appetite, and ability to cope with life stressors. Patients have no conscious control over these symptoms as they are due to an imbalance of a mood regulating neurotransmitter in the brain.

One in seven Australian’s take antidepressants for anxiety and depression daily.

If you are on a regular medication for a mental health condition such as depression or anxiety, you can have your prescription renewed online with a Medmate doctor.

Symptoms of depression may include persistent feelings of sadness, anxiety, or emptiness, feelings of hopelessness or pessimism, feelings of irritability, frustration, or restlessness, loss of interest or pleasure in hobbies and activities, fatigue or decreased energy, difficulty sleeping or oversleeping, appetite changes or weight loss, difficulty concentrating or making decisions, and thoughts of death or suicide.

The exact cause of depression isn’t known, but there are a number of things that can  contribute to its development, from biological risk factors to external circumstantial events. Depression is multifactorial – that means it’s usually due to a combination of biological, psychological and social factors. Learn more about the causes of depression.

Depression is a treatable condition. Research indicates that employing a biopsychosocial approach is most effective in creating a treatment plan. The connection and interdependence between the mind and body play a crucial role in addressing depression.

Anxiety is a medical condition marked by persistent and excessive worry. While stress and concern are natural responses to challenging situations, these feelings typically subside once the situation has passed or the stressor is removed. Anxiety becomes a disorder when these feelings persist or occur without any specific reason.

Various forms of anxiety exist, ranging from mild to severely distressing, and can impact an individual’s ability to engage in and enjoy everyday activities. It is possible for a person to experience more than one type of anxiety. Some individuals may also suffer from depression alongside anxiety, putting them at risk of developing issues such as alcohol or drug abuse.

Social anxiety, also known as social anxiety disorder (SAD) or social phobia, is a mental health condition characterized by an intense, disabling fear of social situations, such as meeting strangers, dating, or public speaking, in which embarrassment or negative judgment by others may occur. People with social anxiety fear being judged and evaluated negatively by others, leading to feelings of inadequacy, inferiority, self-consciousness, embarrassment, humiliation, and depression. This fear can lead to intense discomfort and avoidance of social situations. The good news is that social anxiety disorder is treatable, and people can learn to manage their symptoms and live fulfilling lives.

To determine whether you have anxiety, you can evaluate your symptoms and their frequency. Anxiety issues can be challenging to identify because they often develop gradually and it can be difficult to determine when worry becomes excessive.

Typical anxiety is temporary and linked to specific situations or events, such as job interviews or exams. In contrast, anxiety experienced by those with an anxiety disorder is more constant, frequent, and not always related to an apparent stressor. While each anxiety disorder has unique characteristics, some common symptoms include:

• Physical symptoms: panic attacks, racing heart, hot and cold flashes, chest tightness, rapid breathing, restlessness, or tenseness.
• Psychological symptoms: excessive fear, worry, catastrophizing, or obsessive thinking.
• Behavioral symptoms: avoidance of situations that trigger anxiety, potentially impacting your studies, work, or social life.

Anxiety can manifest in different ways, and a medical professional can provide an accurate diagnosis based on your symptoms and medical history.

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.