Telehealth has made it significantly easier for Australians to access health services remotely. It has also made it easier for services to operate with varying levels of clinical rigour. The barrier to setting up a telehealth service is lower than the barrier to setting up a physical clinic, which means the range of quality in the market is wider.
For a patient researching options, the challenge is that most services look similar on the surface. Clean websites, claims about doctor supervision, references to compounding pharmacies. The differences emerge when you ask specific questions about how the clinical process actually works.
The checklist below covers what to look for and what to ask before committing to any telehealth health service in Australia.
A legitimate Australian telehealth health service should be able to answer every question on this list clearly and without hesitation. Vague answers, redirects to general information pages, or reluctance to confirm specific details are signals worth taking seriously before you commit.
Eight things to check before you commit
1
Are the doctors AHPRA-registered prescribing doctors?
This is the most important question. In Australia, only AHPRA-registered medical practitioners can legally issue a prescription. A compounding pharmacy will only dispense against a prescription from a registered practitioner. If a service cannot confirm their doctors are AHPRA-registered and have prescribing authority, the legal basis of the service is questionable. Ask specifically: are your prescribing doctors registered with AHPRA?
2
Is the pharmacy Australian and TGA-licensed?
Treatments should be dispensed by an Australian TGA-licensed compounding pharmacy. Not imported, not sourced from overseas suppliers, not manufactured outside the Australian regulatory framework. TGA-licensed Australian pharmacies are subject to quality and safety standards that apply specifically in Australia. Ask specifically: is your compounding pharmacy TGA-licensed and based in Australia?
3
Do you receive a comprehensive protocol or just a script?
A script tells you what was prescribed. A protocol tells you what to do with it, how to support it, what to monitor, and what to watch for. A comprehensive clinical protocol covers treatment, dosing, nutrition guidance, movement recommendations, monitoring requirements, and contraindications in a single document. Ask specifically: what does the clinical document I receive actually contain?
4
How many doctors review your case?
The minimum standard is one doctor review. Some services conduct two separate AHPRA-registered doctor reviews at different stages of the process. More oversight means more opportunity to catch issues before they reach the patient. Ask specifically: how many doctors review my case and at what stages?
5
Is the full pricing presented before any payment is taken?
You should know the complete cost of your protocol before you commit to anything. Treatment, dispensing fees, delivery, consumables - all of it in writing before payment is requested. Services that are vague about pricing upfront or that reveal the full cost only after you have already committed are not operating transparently. Ask specifically: will I see the complete itemised cost before any payment is taken?
6
What happens if the doctor determines treatment is not appropriate?
A service that is genuinely patient-focused will tell you honestly if treatment is not appropriate for you and will not charge you for that determination. If a service charges an upfront consultation fee regardless of outcome, the financial incentive is misaligned with the patient's interest. Ask specifically: is there a charge if the doctor determines I am not suitable for treatment?
7
Does the clinical process start from a detailed health questionnaire?
A generic intake form that collects basic information produces a generic outcome. A detailed health questionnaire covering goals, health history, current medications, lifestyle factors, and relevant circumstances gives the prescribing doctor the information they need to make a properly informed clinical determination. Ask specifically: what information does the intake process collect and how does it drive the clinical assessment?
8
Is the service compliant with TGA advertising guidelines?
TGA advertising guidelines govern how therapeutic goods and health services can be represented in Australia. A compliant service does not make therapeutic claims, does not attribute specific outcomes to treatments, and does not advertise in ways that could mislead patients. Content that makes strong outcome promises or uses before-and-after framing is a signal worth questioning. Ask specifically: does your service comply with TGA advertising standards?
Why these questions matter more than the website
A well-designed website does not tell you anything about clinical standards. Credentialing claims on a homepage are easy to make and difficult for a patient to verify at a glance. The questions above are designed to get beneath the surface presentation and into the actual structure of how a service operates.
A service that answers all eight questions clearly, specifically, and without hesitation has thought carefully about its clinical governance. A service that deflects, provides vague answers, or cannot confirm specific details is telling you something useful before you have spent any money.
Take the time to ask. A legitimate service will welcome the questions.