Chemist Warehouse - Instant Consult

Frequently Asked Questions

Here you will find the most frequently asked questions about Instant Consult. If the information below doesn't answer your query or concern, please feel free to contact our friendly Customer Service team via the Contact Us page, Click Here.

Instant Consult Website FAQs

Instant Consult provides you with the ability to have a health consultation with an Australian registered, fully qualified and experienced Doctor via video call, anywhere in Australia.

They provide a platform for affordable consultations from the comfort of your home or wherever you are. No need to book an appointment – simply “Request a Consult” and the first available Doctor will connect with you instantly, usually in less than 15 minutes. Doctors are available to answer your questions 7 days a week 6am-midnight (AEST)

Consultation costs are extremely competitive and do not increase outside normal office hours or on weekends or public holidays.

Instant Consult doctors can provide prescriptions (including Repeats), specialist referrals, medical certificates and pathology and radiology requests. You can also speak to their doctors for just about any general medical issue, including cold and flu, sore throat, sexual health, diarrhoea, vomiting and more. Suitable medical consultations can be effectively managed online via video call. Using Instant Consult takes pressure off medical practices as well as hospital emergency departments, letting their local doctors and nurses focus on physical examination and genuine emergency care.

The consults are charged according to the duration of the consult – not what medical documents are issued to you. Just like any consultation if you were to visit a local medical clinic, we cannot guarantee what medical documents the doctor will issue you. You will have to have a consultation where the doctor will ask about your health history, symptoms and any other details required, so they can make an informed decision as to whether or not the consult will result in a prescription or medical document being supplied.

You must be within Australia and be 17 years old or over to use the Instant Consult Service. If you are under the age of 17, you can only access and use the service in the presence of at all times, and with the consent of, a parent or guardian.

Yes, a doctor can issue you with a Medical Certificate if deemed suitable. These Medical Certificates are predominately used for workplace or university personal leave. The certificate will be available in your Instant Consult Inbox immediately following your consultation, which can be saved to your device or forwarded to an email address, which is where you can forward this onto relevant personnel (place of work, school etc.). The Medical Certificate will remain in your Instant Consult Inbox until you choose to delete it.

Doctors do not backdate Medical Certificates. The details issued on the Medical Certificate is up to the doctor and what they deem suitable during consultation.

If you require a ‘Fit for Work’ Certificate, Centrelink Certificate, University Form completed, Work Cover or Gym Cancellation Certificate – you will need to present to a GP in-person to undergo a physical examination and will not be able to use the Instant Consult service for these types of medical documents.

Yes, their doctors can issue Prescriptions and Repeat Prescriptions through Instant Consult if deemed suitable. The prescription can be sent directly to your local pharmacy for immediate collection – to use this service you must select one of the approved pharmacies from Instant Consult’s Pharmacy Directory. All Chemist Warehouse stores are approved pharmacies. Alternatively, if you do not choose to have your prescription collected from any of the approved pharmacies, then the prescription can be posted to you.

The consults are charged according to the duration of the consult – not what prescriptions are issued to you. Just like any consultation if you were to visit a local medical clinic, we cannot guarantee what medication the doctor will prescribe you. You will have to have a consultation where the doctor will ask about your health history and any current medications you are taking, so they can make an informed prescribing decision.

Please note that some medications cannot be prescribed using Instant Consult, including Panadeine Forte, Mersyndol Forte, Benzodiazepines (Valium), Phentermine (Duromine), Gabapentin, Quetiapine, Pregabalin (Lyrica), Tramadol (Tramal), Zolpidem (Stilnox), Zopiclone (Imovane), controlled substances, narcotics or opioids, any Schedule 8 (S8) controlled drugs and medications requiring close monitoring by a doctor.

Yes, a doctor can issue you with a Specialist Referral, Pathology/Blood Test Request or Radiology/X-Ray Request. The Referral will be available in your Instant Consult Inbox immediately following your consultation, which can be saved to your device or forwarded to an email address. You can print the Referral and take it to your preferred Specialist, Pathology or Imaging Centre, or you can email direct to their administrator. The Referral/Request will remain in your Instant Consult Inbox until you choose to delete it.

Results for pathology and imaging are sent directly back to our clinic, where we will notify you when to request a consult to discuss the results with the requesting doctor. If you have not been notified that your results have been received within 3 business days from your test date, please contact our support team.

Alternatively, during your initial consult you can request for your results to be sent to your usual family practice where you can discuss your results with your regular GP.

If the patient is under 12 months of age, homeless or living in a COVID-19 impacted area, consults are covered by Medicare and are bulk-billed until 31 March 2021. If you do not fit this criteria or do not have a valid Medicare card, private fees are applicable.

Instant Consult have kept their pricing as low as possible to ensure they can offer an affordable solution. The consultations are automatically timed and billed. Your nominated credit or debit card will be automatically charged upon conclusion of your online consultation. You can edit your payment details 24/7 through the Instant Consult App and Website.

Consultation Cost
Brief Consult (less than 10 minutes) $35.00
Standard Consult (more than 10 minutes) $45.00
Long Consult (more than 20 minutes) $65.00
Prolonged Consult (more than 40 minutes) $105.00

When you request a consult, an amount is automatically pre-authorised from your card. Instant Consult have not taken the money from your account, it gets held by your bank until the funds are released back to you or captured by them. Funds are only charged and captured on conclusion of a successful consult. Funds are automatically released and refunded back onto your card if your consult request was cancelled or unsuccessful. It may take a few business days for your bank to release the funds back onto your card, but Instant Consult automatically release and refund the charges when a consult request is not successful. It is up to your bank how long they will take to release the funds back onto your card.

Coronavirus COVID-19 Telehealth MBS Items currently available through Medicare are claimed through Instant Consult if the patient is under 12 months of age, homeless or living in a COVID-19 impacted area. If you do not fit this criteria, private fees are applicable. Instant Consult have kept their pricing as low as possible to ensure they can offer an affordable solution

When clinically appropriate, their doctors can issue you with a bulk-billed* COVID-19 swab test referral which can be taken to any participating collection centre across Australia. Please call ahead to ensure the pathology centre is taking COVID-19 swabs and can take the necessary precautions before your arrival.

If you need more information please talk to a member of Instant Consult support team by emailing [email protected] or calling 1300 003 310.

If you do not have a valid Medicare card, the following private fees applicable:

Consultation Cost
Brief Consult (less than 10 minutes) $35.00
Standard Consult (more than 10 minutes) $45.00
Long Consult (more than 20 minutes) $65.00
Prolonged Consult (more than 40 minutes) $105.00

No, if you need emergency medical attention in Australia you can dial 000. Examples of medical emergencies include: chest pain, head or spinal injuries, severe bleeding, loss of movement, breathing difficulties and reduced level of consciousness.

Our aim is to have doctors available 6am - midnight, 7 days a week (AEST). Please note the availability of doctors may vary, and we are constantly keeping track of balancing numbers of consult requests vs. number of doctors available for a consultation. If you are not immediately connected to a doctor, you will join a queue until the next available doctor connects to you.

You can view if doctors are online and the current average wait time on the homepage of Instant Consult once you login. If you request a consult when no doctors are online, you will join a queue and wait to be connected with a doctor when one comes online, or be asked to request a consult at another time.

Doctors are unable to generate a GP Mental Health Treatment Plan via the Instant Consult platform. Please see your local GP. Alternatively, their doctors can refer you to your nominated psychiatrist who may then prepare a management plan for you.

Instant Consult can be used with your Google Chrome web browser on any type of Windows PC, macOS and Android Tablet when logging in through the URL patient.instantconsult.com.au

Instant Consult iOS App is compatible on iPhones and iPads. You cannot login to Instant Consult through a web browser on an iOS device, so you must download the Instant Consult App if you want to use it on your iPhone or iPad.

Instant Consult Android App is compatible on Android Phones only. You cannot login to Instant Consult through a web browser on an Android Phone, so you must download the Instant Consult App if you want to use it on your Android Phone. If you want to use Instant Consult on your Android Tablet, please login through a Google Chrome web browser on your tablet.

You will need a camera and speakers connected/installed on your device, and access to either a WiFi connection or a mobile data connection.

All internet traffic on Instant Consult use 256 bit SSL Certificates, which includes digital certificate authentication and 256 bit data encryption. 256 bit SSL Certificates are trusted by over 99.9% of current Internet users. Positive SSL is the solution for new websites and environments where trust has been established and entity verification (for identity assurance) is not needed.

Simply visit the Australian App Store for iOS or Google Play Store for Android to download the Instant Consult App for free. Once downloaded, simply register your details, agree to the terms and conditions and login! Don’t have an iPhone, iPad or Android Phone? Visit the website www.instantconsult.com.au where you can sign up and login through your Google Chrome web browser.

More FAQs are available once you login to Instant Consult or

contact Instant Consult Support by phone 1300 003 310 or email [email protected]