FAQs2020-10-14T21:26:59+11:00

FAQs

We know online healthcare can feel daunting, so we’ve put together a list of the commonest questions we get asked

Pick the service you have questions about

Can you get medical certificates online?2019-10-29T14:40:20+11:00

Yes, it is possible to get medical certificates online in Australia, if the doctor is appropriately trained and fully registered with AHPRA. These days it is quite common for Australian GPs and specialists to assess their patients via video consultation, for all sorts of health issues. You should expect the doctor to ask you some questions about your medical history and your symptoms, just as you would in a regular clinic. Sometimes the doctor may advise that you need to see a doctor in person, if they feel a physical examination is needed. A medical certificate issued via an appropriately conducted online assessment is a legal document, just the same as one you’d receive in a clinic. For more information on your rights as an employee go to www.fairwork.gov.au

How does delivery work? What’s the difference between standard and express delivery options?2020-10-13T23:16:03+11:00
  • For most people, our Pharmacy Concierge Service, at $8.99, is the cheapest and quickest delivery option- it means we will send your prescription by fax/email to your local pharmacy immediately, and you can have your medication in your hand within a few hours (Monday to Friday).
  • If you choose mail delivery instead your order will be delivered via Australia Post, and you will receive a tracking number so you can follow it.
  • Delivery times may be affected by factors such as covid-19, weekends and public holidays.
  • Standard Delivery costs $11.99 and normally takes 5 to 7 business days
  • Express Delivery costs $14.99- if you place your order before 1pm AEST, your order will arrive the next business day. If you place your order after 1pm AEST, your order will arrive within 1-2 business days. **Please note covid-19 restrictions may impact Australia Post timelines**
  • If you have queries about your order at any point, email us at info@qoctor.com.au.
  • Our customer service team is also available via live chat from 8:30am to 9pm  Monday to Friday and Saturday 8:30am to 12:30pm.
What does it mean if my tracking still says “pending”?2020-09-08T15:00:53+10:00
  • This depends on whether you have chosen standard post or express delivery.
  • If you paid for express post to be delivered to QLD, WA or NT, your order will be “pending” until it arrives in your state (Australia Post terms & Conditions). If your order has exceeded the expected delivery time frame provided please email info@qoctor.com.au
  • If you ordered by standard post, your order will be “pending” until it is due to be delivered. Often this is closer to the 5th-7th business day. If your order has exceeded the expected delivery time frame of 5-7 business days provided please email info@qoctor.com.au
  • Please note that covid-19 may impact Australia Post timelines.
  • To avoid postal delays, we recommend you select our pharmacy concierge service as your preferred delivery option instead- then we can send your prescription electronically to your local pharmacy, so you can have your medication in your hands within a few hours (Monday to Friday)
I paid for express delivery but my order has not arrived when expected. What should I do next?2020-09-08T15:03:26+10:00
**Please note Australia Post timelines have been impacted by Covid-19**
-If your order was placed before 1 PM AEST Monday-Friday, and your order has not arrived as expected, please check your tracking code and email info@qoctor.com.au if there is a problem
-If your order was placed on a weekend, please allow an additional business day for delivery as there is no postal service available on Saturday & Sunday
-If your order was placed after 1 PM AEST, your order will take 1-2 business days to arrive (as per Australia Post terms and conditions)
-If your order is via standard shipping, please allow 5-7 business days for it to arrive. If 7 business days have already passed, please email info@qoctor.com.au
To avoid postal delays in future, we recommend you select our pharmacy concierge service as your preferred delivery option instead- then we can send your prescription electronically to your local pharmacy, so you can have your medication in your hands within a few hours (Monday to Friday)
What if my order hasn’t arrived when I expected?2020-09-08T15:05:18+10:00
If you have chosen mail delivery of your prescription or medication, first ensure you have checked your tracking code. An email has been sent to you with this information- if you can’t find it, check your spam or junk folder.
If you can’t locate your tracking number, or if Auspost says your tracking code is invalid, we can rectify this quickly. Simply email us at info@qoctor.com.au
Is an online medical certificate the same as a regular medical certificate?2020-06-23T21:36:35+10:00

Yes, an online medical certificate from one of our doctors is a legal document and contains all the appropriate information you’d expect- including relevant dates, full professional details of the doctor, and their signature. Qoctor has issued over 50,000 online medical certificates to date. Our service is supported by employees and employers alike.

What are my rights as an employee with regard to medical certificates & sick leave?2019-05-01T12:32:01+10:00

An employee must inform their employer if intending to take sick leave or carer’s leave. This has to be done as soon as possible, but can be after the leave has started. It should be specified how long the absence from work will be, or is expected to be.

An employer can ask an employee to give evidence that confirms they took leave because they were unable  to work because of an illness or injury, or needed to care for an immediate family or household member who was experiencing illness, injury, or unexpected emergency.

Employers are entitled to ask employees for evidence for as little as 1 day or less off work.

An employee who does not provide their employer with evidence when asked may not be entitled to be paid for sick leave or carer’s leave.

An award or registered agreement can specify the circumstances in which an employee must give evidence to their employer and what type of evidence is required. The type of evidence requested must be reasonable in the circumstances.

Medical certificates and statutory declarations (stat decs) are  considered acceptable forms of evidence.  Although there are no strict rules on what type of evidence should be provided by an employee, the evidence has to convince a reasonable person that the employee was genuinely entitled to the leave.

What about medical appointments and planned surgery?

Medical appointments and elective surgeries that are pre-arranged can only be covered by sick leave if an employee is unable to work because of an illness or injury. It will depend on each individual circumstance. An employer can ask for evidence from an employee to confirm that they were unfit for work. This can help decide whether an employee should be paid sick leave or a different type of leave/entitlement.

Employers attending medical appointments

It is not considered reasonable for an employer to attend a medical appointment with an employee, unless the employee requests it. It is also not considered reasonable for an employer to contact the employee’s doctor to obtain information.

Further information about Australian law relating to sick leave and your rights as an employee can be found at www.fairwork.gov.au

Is it secure?2018-10-09T10:39:36+11:00

Qoctor takes data security very seriously. Our website has 256 bit SSL data encryption and authentication. And we do not share your information with third parties.

What details are legally required on a medical certificate?2019-11-20T23:35:10+11:00