Questions, answered plainly.

My Nectar is an Australian telehealth service. We connect you with GPs, Nurse Practitioners, psychologists, counsellors and other qualified health practitioners by phone or video, with everyone working from one shared care plan.

Yes. Everyone who consults through My Nectar is registered to practise in Australia and works within their own scope of practice and the same professional standards as an in-person appointment. You can ask for your practitioner's name and registration details at any time.

No. We are here to support the care you already have. If you have a regular GP, we encourage you to keep seeing them, and with your consent we can share relevant notes, prescriptions or referrals with them.

Wherever practical we keep you with the same practitioner. Whoever you see works from the same shared care plan, so you are not starting again each visit.

No. If you have chest pain, difficulty breathing, severe bleeding, have collapsed, or have any other life-threatening symptoms, call 000 now or go to your nearest emergency department.

If you are in crisis or thinking about harming yourself, call 000 or Lifeline on 13 11 14.

Not always. Telehealth is not suitable for every concern. Your practitioner may recommend an in-person assessment, urgent care, a GP review, a specialist referral, further investigation or no treatment, depending on your circumstances.

Yes. Every consultation is a live phone or video appointment with a practitioner. We never prescribe or issue certificates from a questionnaire alone.

For your safety we confirm your identity before or during your consultation, usually your full name, date of birth and address, and sometimes a form of identification. If your identity cannot reasonably be confirmed, the practitioner may not be able to go ahead.

Consultations run on secure platforms, and your health information is handled under the Australian Privacy Principles and applicable health records laws. Our Privacy Policy explains exactly how.

By booking and joining your appointment you agree to receive care by telehealth. At the start, your practitioner will also confirm your consent and make sure you understand what telehealth can and cannot do.

GP consultations are available 24 hours a day, seven days a week. Our other services run seven days a week. Available times are shown when you book.

A phone, tablet or computer with a camera and microphone, a stable internet connection, and somewhere private. Phone consultations only need a phone.

Your practitioner will try to reconnect or call you back by phone. If that does not work, we will help you reschedule.

Yes. Patients under 18 need a parent or legal guardian with them for the consultation.

Generally no. For legal and safety reasons you need to be physically in Australia at the time of your appointment.

Please let us know as early as you can. Cancellation terms are shown when you book and set out in our Terms and Conditions.

No. Prescribing decisions are made by your practitioner after a live clinical assessment, based on clinical judgement, your safety and Australian law. A prescription is one possible outcome, along with advice, a referral, monitoring or no treatment.

You are welcome to raise it during your consultation, and your practitioner will talk it through with you. The decision rests with them, and some medicines cannot be prescribed by telehealth at all.

If your practitioner prescribes, you will usually receive an electronic prescription to your phone or email, which you can take to the pharmacy of your choice.

Where clinically appropriate, yes. A certificate is issued at your practitioner's discretion following a live assessment and can only cover a period they can reasonably certify. It is not guaranteed.

Yes, where your practitioner considers it clinically appropriate. Results are reviewed by the practitioner who requested them, and you may be asked to book a follow-up to go through them.

Only with your consent. Sharing relevant notes, prescriptions or referrals with your nominated GP helps keep your care joined up.

Fees depend on the type and length of consultation. Your fee is shown and confirmed before you book, in Australian dollars, and nothing is charged without your agreement.

Medicare rebates may apply for some consultations if you meet the eligibility rules, which can include having seen a practitioner at the same practice in the past 12 months. Eligibility is checked when you book.

Some private health funds offer rebates for eligible telehealth services. Please check directly with your insurer.

Please call us on 1300 375 403 or use our contact form so we can put things right quickly. If you are not satisfied with our response, you can contact the Health and Disability Services Complaints Office (HaDSCO) in Western Australia, or the national health practitioner regulator.