Welcome to Your Local Doctor Pty Ltd (ABN: 21 687 570 850) (“we”, “our”, “us”). These Terms and Conditions govern your use of our website and telehealth services. By accessing or using our platform, you agree to comply with these terms.
1. Services Provided
Your Local Doctor Pty Ltd offers telehealth consultations via secure video or phone across Australia. Services may include:
- General medical advice and clinical assessment
- Prescriptions and repeats (where clinically appropriate)
- Medical certificates (where clinically appropriate)
- Mental health support and care plans
- Referrals to specialists and allied health professionals
- Non-emergency health concerns
We do not provide emergency medical services or physical examinations. In case of a medical emergency, call 000 immediately or attend your nearest Emergency Department.
2. Suitability
To use our services, you must:
- Be located in Australia
- Be over 18 years of age or have the consent of a parent or guardian
- Have a valid Medicare card (for bulk-billed services where applicable)
- Accept these Terms and our Privacy Policy
3. Telehealth Limitations and Informed Consent
By using our telehealth services, you acknowledge and consent to the following:
- Telehealth consultations are conducted remotely and do not include physical examination. Your practitioner’s assessment is based solely on the information you provide and what can be observed via video or discussed by phone.
- Telehealth may not be suitable for all conditions. Your practitioner may recommend in-person assessment, urgent care, GP review, specialist referral, further investigation, or no treatment depending on your circumstances.
- You are responsible for ensuring you have a stable internet connection and a suitable device for video consultations. If your connection is disrupted, your practitioner will attempt to reconnect or reschedule.
- You have the right to withdraw your consent to a telehealth consultation at any time during the session.
- A telehealth consultation constitutes a real-time clinical interaction between you and a qualified practitioner. Pre-consultation questionnaires or intake forms do not constitute a consultation and do not result in clinical advice, diagnosis, or prescriptions.
4. Medical Advice Disclaimer
The advice provided during telehealth consultations is based solely on the information you share. It is your responsibility to:
- Provide honest, accurate, and complete health information
- Follow medical advice and use prescriptions properly
- Inform your practitioner of all current medications and known allergies
We are not liable for any issues arising from omitted, incorrect, or misleading information provided by you.
5. Booking, Cancellations, and Fees
You may book consultations through our website or by phone.
- Cancellations: Must be made at least 2 hours prior to your appointment.
- Late cancellations and missed appointments: A non-attendance fee of up to 100% of the consultation fee may apply. This fee will be communicated to you at the time of booking.
- Fees: Some consultations may be bulk-billed if you meet suitability requirements. Otherwise, fees apply as displayed on our website. All payments must be made securely through our platform.
- We reserve the right to update pricing or fee structures at any time. Current fees will always be displayed on our website prior to booking.
6. Prescriptions, Certificates, and Pharmacy Choice
Prescriptions and medical certificates are issued only if deemed clinically appropriate by the consulting practitioner. Issuing of certificates or medication is not guaranteed as an outcome of any consultation. Non-prescribing outcomes may include advice, monitoring, lifestyle recommendations, referral, further investigation, or no treatment.
Where a prescription is issued, you have the right to choose any Australian pharmacy to dispense your medication. We do not direct, recommend, or require you to use any particular pharmacy.
7. Limits of Confidentiality and Mandatory Reporting
Your consultations are confidential. However, there are circumstances where your practitioner may be required by law to disclose information without your consent, including:
- Where there is a serious and imminent risk of harm to you or another person
- Mandatory reporting of child abuse or neglect under state and territory child protection legislation
- Notifications under the Health Practitioner Regulation National Law (s.140), including notifiable conduct by another practitioner
- Court orders or subpoenas
- Statutory reporting obligations under public health legislation (e.g. notifiable diseases)
8. Limitation of Liability
We endeavour to provide timely and professional telehealth services. However, we are not responsible for:
- Delays or interruptions due to technical issues beyond our control
- Incorrect use of medications or failure to follow clinical advice
- Health outcomes based on incomplete or inaccurate information provided by you
- Actions or services provided by third-party providers (pharmacies, pathology, specialists) to whom we may refer you
Nothing in these Terms excludes, restricts, or modifies any right or remedy you may have under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010).
9. Refunds
Except as required under Australian Consumer Law, including where services are not provided, not fit for purpose, or do not match their description, fees paid for completed consultations are generally non-refundable. If you believe you are entitled to a refund, please contact us to discuss your circumstances.
10. Intellectual Property
All content on our site, including text, graphics, logos, and software, is the property of Your Local Doctor Pty Ltd and protected by copyright laws.
11. Privacy
Your privacy is important to us. Please review our Privacy Policy to understand how we handle your personal and health information.
12. Pre-Consultation Questionnaires
Any pre-consultation questionnaires, screening tools, or intake forms on our website are used to gather preliminary information for your practitioner. They do not constitute a diagnosis, clinical assessment, or guarantee that any particular treatment or medication will be provided. All clinical decisions are made by your practitioner during your real-time consultation.
13. Crisis and Emergency Information
Our telehealth services are not a substitute for emergency medical care. If you or someone you know is experiencing a medical emergency, call 000 immediately.
If you or someone you know is in emotional distress or experiencing a mental health crisis, please contact:
- Lifeline: 13 11 14 (24 hours)
- Beyond Blue: 1300 22 4636
- 13YARN (Aboriginal and Torres Strait Islander crisis support): 13 92 76
- 000 for life-threatening emergencies
14. Complaints
If you have a complaint about our services, please contact us first so we can attempt to resolve the matter:
Your Local Doctor Pty Ltd
Email: re*****@*****************om.au
Phone: 1300 947 485
If you are not satisfied with our response, you may lodge a complaint with the following external bodies:
- Australian Health Practitioner Regulation Agency (AHPRA): www.ahpra.gov.au or call 1300 419 495
- Health and Disability Services Complaints Office (HaDSCO), Western Australia: www.hadsco.wa.gov.au or call (08) 6551 7600
- Office of the Australian Information Commissioner (OAIC): www.oaic.gov.au or call 1300 363 992 (for privacy-related complaints)
15. Changes to Terms
We reserve the right to update these Terms at any time. The most current version will always be available on our website. Continued use of our services after changes are posted indicates acceptance of the updated Terms.
16. Governing Law
These Terms and Conditions are governed by and construed in accordance with the laws of Western Australia, Australia. Any disputes arising from these Terms will be subject to the exclusive jurisdiction of the courts of Western Australia.
17. Contact
For questions or concerns, please contact:
Your Local Doctor Pty Ltd
Email: re*****@*****************om.au
Phone: 1300 947 485
Address: 10 Primrose Loop, Eglinton, Western Australia 6034, Australia
We do not advertise specific prescription medicines to the public in accordance with Australian regulatory requirements.