Frequently Asked Questions

Our mission is to connect every person, everywhere, to the healthcare that they need.

Medmate is a national digital health platform, developed in consultation with GPs, pharmacists, consumers and the Australian Digital Health Agency. The Telehealth and medication ordering platform is a conformant software product for ePrescribing, and is listed on the Australian Digital Health Agency’s ePrescribing Conformance Register.

Medmate Telehealth provides a digital consultation with an online doctor by phone or video.

Enter important safety information for the doctor including your allergies, current medications and current medical conditions.

A doctor will review all the information you have provided and will call you for the consultation.

Medmate is a national healthcare service offering online telehealth consultations across Australia. Here are the key reasons why Medmate is legitimate:

1. Registered Healthcare Professionals: Medmate employs only licensed and qualified healthcare providers registered with the Australian Healthcare Practitioner Agency (AHPRA), ensuring compliance with regulatory standards for telehealth consultations.

2. Regulatory Compliance: The platform adheres to all relevant healthcare regulations and clinical governance guidelines, including AHPRA Telehealth standards, conformance with the Australian Digital Health Agency, Legit Script, and adherence to Australian General Practice Accreditation (AGPAL) standards.

3. Secure and Confidential: Medmate utilizes secure technologies to protect patient data and ensure confidentiality.

4. User Feedback: Medmate continuously seeks feedback from patients to enhance their experience. This feedback fosters a culture of continuous improvement for all healthcare services provided by the platform.

5. Transparent Operations: Medmate provides clear information about services, fees, and policies. Customer service is available from 7am to 11pm every day, ensuring users have access to the support they need.

6. Ethical and Professional Leadership: Medmate is led by Australian healthcare practitioners, including doctors and pharmacists, who deeply understand the issues patients face. The clinical leaders at Medmate are committed to providing healthcare that is safe, accessible, and affordable for all Australians.

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The online consultation will occur by phone or video.

Find a private, quiet space to have the consultation in your home, office or car.

Open the appointment confirmation email that you received on your phone or tablet.

Check that your audio and video settings are correct for your device and are working (tip: headsets can be a bit tricky, check the OPTIONS setting on the video link).

You’ll receive a message about 60 minutes prior to your call to prompt you to be ready.

Wait for the doctor to call or join the link!

It’s that simple.

Following your phone or video consultation:

If the doctor decides this is right ongoing treatment for you, your script will be renewed and sent to your electronically by SMS instantly.

Add your script to your Apple or Google Wallet for easy reference.

Walk in to any pharmacy in Australia, open your electronic prescription and show the pharmacist.

Get your medication dispensed.

If it’s easier you can get your medication delivered within 60 minutes using Medmate Pharmacy Delivery.

Yes. Follow these steps.

1. Choose Online Prescriptions.
2. Search for your medication.
3. Complete the information request for the doctor.
4. Choose a call time.
5. On the checkout screen choose “Add Repeats”

Note that not all medications are eligible for repeats. The doctor will make a decision on the suitability for issuing repeats based on your individual circumstances. If repeats are not approved, the fee will be refunded.

Telehealth services

Prescription renewals for regular medications are $20

Express online consultations are $25

Medical certificates are $25-$35

Medications and delivery

Your medication order will be itemised:

• Product prices are determined by each Pharmacy and inclusive of Medmate customer service fees.
• Extra competitive prices are available with discount Pharmacies on Medmate.
• You can add as many items as you like to a single order. Choose delivery or pick up.

Medmate Telehealth doctors are Australian registered doctors and able to prescribe any medications that are clinically appropriate.

Medmate works with your local community pharmacy to list their entire pharmacy shop on Medmate as well.

This means you are able to purchase any prescription or over the counter medications from the pharmacy of choice.

Our doctors follow AHPRA guidelines for the safe provision of telehealth services and may require a telephone or video consultation to be able to prescribe safely.

Yes, you can order any medications that are stocked by the local pharmacy – over the counter and prescription medications.

Yes choose click and collect or delivery. The pharmacies in your local area will display their delivery options including any costs and available delivery periods. Medmate has express delivery options (in eligible locations) that can have orders to your door in 60 minutes. Our average express delivery time is 50 minutes.

Delivery options:

$15.00 Express 60 min delivery (eligible locations)

$11.50 Same Day Next Day delivery – orders placed before 1pm likely to be delivered the same day otherwise within 24hrs.

$7.50 Standard 3-5 day national delivery

You will need an electronic prescription to order prescription medications with Medmate.

An electronic prescription (or eScript) is the most convenient way to receive a prescription from your doctor. It is a digital version of the paper prescription that we have all been using for many years.  They are more convenient, safe and secure than paper prescriptions, particularly hand written traditional scripts.

Get an electronic prescription instantly here.

Click here to learn more about eScripts

*Please note electronic prescriptions are only available for medicare card holders. If you are a non medicare card holder you will require a paper prescription from our doctors. Our team will assist to coordinate this script with a local pharmacy near you.

Get an online prescription instantly with Medmate Telehealth

Click here to order an online script renewal for only $20

The easiest way to get a new script is to connect to a Medmate doctor  7 days a week via our telehealth service. You will be able to see a doctor within the hour and have the script send to you by SMS.

What is the PBS?

The Pharmaceutical Benefits Scheme (PBS) provides timely, reliable and affordable access to necessary medicines for Australians. Under the PBS, the government subsidises the cost of medicine for most medical conditions.

Who is eligible for the PBS?

The Scheme is available to all Australian residents who hold a current Medicare card.

How much will I pay for PBS medicines?

This is referred to as the patient co-payment and will vary depending on your entitlement. These are described in more detail below. Many PBS medicines cost significantly more than the co-payment amount. The government pays the difference between what you pay and what the medication costs.

So what are the different Entitlements?

Medmate has specialised medication delivery systems. Pharmacies may also utilise their own courier services. Medmate insists that drivers undergo background checks, privacy and security training. Your medication arrives in a discrete package and only you and your pharmacist are aware of the contents.

If there is a prescription item in your order, the driver must check your photo-ID on arrival.

*Express 60 minute delivery service operates 9am to 9pm for eligible locations and during the selected  pharmacy’s opening hours.

*The 60 minute window is calculated from receipt of a paid order, ready for processing,  in the Medmate system.

*The customer service team will contact you to discuss delivery timeframes if there are delays being experienced by the service.

*If you order outside these periods, the Medmate team will process your order as soon as express delivery opens the next day.

Orders containing scheduled medicines are shipped directly from a registered Australian pharmacy of your choice. Pharmacists will provide appropriate medication counselling and package your medications safely for delivery.

Some non-scheduled products may be shipped directly from Medmate.

$15.00 Express 60 min delivery (eligible locations)

$11.50 Same Day Next Day delivery – orders placed before 1pm likely to be delivered the same day otherwise within 24hrs.

$7.50 Standard 3-5 day national delivery

Yes, a responsible adult must be at home to receive the order. If you have ordered a prescription medication, you will have to show the driver photo ID.

Medmate Corporate Head Office is located in Melbourne, Victoria.

44 Lakeview Drv, Scoresby Victoria 3197

T 1300 858 909

Partner pharmacies:

Amcal

Head office

Level 6, 2125 Dandenong Road, Clayton VIC 3168
Australia

Discount Drug Stores: 

Head Office

Level 6, 2125 Dandenong Road, Clayton VIC 3168
Australia

If your order does not contain prescription medication then the driver is able to leave the package in a safe place.

If the order contains prescription medication, or you are not able to produce photo ID, the order will need to be returned to the pharmacy.

This is very important to us. Your data is stored in Australia and encrypted to standards conformant and approved by the Australian Government.

Need some help with Medmate?

Call 1300 858 909
Our support team is available 9am–9pm, Australian Eastern Time, 7 days a week.

Need to talk to a doctor?

Connect to a Medmate doctor 24 hours a day 7 days a week via our Telehealth service. You will be able to see a doctor within the hour and have the script sent to you by SMS.

Click here to make a telehealth appointment now

Got a question for the pharmacy?

Include comments in the “Order Notes” section to the Pharmacy of your choice. The Pharmacy will contact you about your requirements and provide any medication counselling. Information you provide in Medmate is used by Pharmacists to safely dispense and supply medicines.

Pharmacy partners set the prices of items on the Medmate directory. While many chemists offer everyday store prices on Medmate, prices on the Medmate platform may be different from in-store prices.

Medmate communicates with you every step of the way. When an item you want is out-of-stock at the pharmacy, a Medmate team member will work with the pharmacy on an alternative or ask you if you would like the order fulfilled by another store.

To talk to customer service call 1300 858 909
Our support team is available 9am–9pm, Australian Eastern Time, 7 days a week

If something isn’t right, you’ve got options. Contact us to report:

• Issues with your prescription
• Missing items
• Incorrect items
• Damaged items
• Late orders
• Issues with delivery

To talk to customer service call 1300 858 909
Our support team is available 9am–9pm, Australian Eastern Time, 7 days a week