AHPRA’s Role in Keeping Australian Telehealth Safe

If you’re booking a video or phone consult in Australia, whether this is with your GP clinic or a private telehealth provider, the Australian Health Practitioner Regulation Agency (AHPRA) [1] is one of the bodies regulating the health professional and service. You may have seen the term AHPRA-registered doctors (or health professionals) on some telehealth sites. This indicates that the provider follows AHPRA guidelines, which set the same standards for telehealth as for face-to-face care, making it safe and trustworthy. Let’s take a look at those standards, so you know how to spot a legitimate and trustworthy provider.

AHPRA Best Practice Guidelines

I've already started with the most important aspect: The AHPRA expects health practitioners to deliver the same level of care remotely as they would in a clinic. That starts with transparency on the website and during the booking process and continues throughout, meaning a thorough assessment, clear communication and proper recordkeeping. It doesn’t matter whether the interaction happens over video, telephone or another real-time platform; the onus is on the provider to make the experience similar to an in-clinic environment. Thorough and safe.

To achieve this, the AHPRA says that real-time consultations are mandatory.  The agency defines a telehealth consultation as a live, synchronous exchange between patient and practitioner. Chat-only or questionnaire-based interactions are not considered telehealth consults for prescribing purposes. This is due to safety considerations. Practitioners must be able to see or at least hear the patient directly and be able to ask questions and assess to make safe clinical decisions. While questionnaires and chats may be part of the intake process or the follow-ups, they cannot form the basis on which you receive a prescription.

This is due to the Australian Medical Board’s requirements [2], which do not support prescribing medication based solely on text messages, emails or online forms. You may find providers offering these async services. But you should be wary of their practices, as they are not following important safety guidelines. Instead, they have developed a business model that allows them to save costs – potentially at your expense.

Back to the record keeping. The consulting health professional must keep accurate records, just like they would in a clinic. Included in this is documenting the mode of communication, the clinical findings, the treatment delivered, and any follow-up plan. This is part of best practice for two reasons: accountability and continuity of care. Without the relevant documentation, follow-ups by a new (or even the same) doctor cannot draw on records to inform their decisions for changes in treatment or new treatments. Some aspects of your condition and treatment may be missed, which can have negative consequences for your health.

The AHPRA not only actively monitors online platforms for best practice, but it also fields complaints from the public. (That could be patients like yourself, too.) The agency’s role is to keep Australians safe within the health system, so it does crack down on providers that might prioritise profit over patient safety. The agency tracks notifications of unsafe prescribing or inadequate telehealth practices. It can take disciplinary action when standards are breached.

Why These Rules Matter to You

1. Consistent quality: The AHPRA ensures best practice is followed. Knowing that the same safety standards apply to online providers can give you peace of mind that the care you receive isn’t a “shortcut”. In fact, telehealth is an integral part of the Australian healthcare system.
2. Protection against inappropriate prescribing: By prohibiting medication orders based on questionnaires alone, the AHPRA reduces the risk of errors, drug interactions and misuse. You may find async medication requests convenient, but they do pose a risk to your health.
3. Clear recourse: If a telehealth provider provides subpar service and fails to meet AHPRA’s standards, you can lodge a complaint with the agency directly. The AHPRA will investigate and, if necessary, enforce corrective measures.

How to Recognise a Compliant Telehealth Service

• Services are consultation-based, not questionnaire- or form-centred. A doctor or nurse calls you via app, video or phone.
• The consulting practitioner clearly explains the limits of a remote assessment and refers you to in-person care if needed.
• They obtain your consent for the telehealth session and confirm how your health information will be stored (e.g., My Health Record).

If any of these key elements are missing, you may be dealing with a service that falls outside AHPRA’s guidelines.

The AHPRA’s regulatory framework keeps Australians safe in the health system, including online. The agency ensures that telehealth providers offer a safe, legitimate way to access health care. By enforcing real-time consultations, strict prescribing rules and robust practitioner accountability, it protects you from unsafe or low-quality online services. When you choose a telehealth provider, look for transparent, consultation-based services.

This article is for informational purposes only and is no substitute for professional medical advice. Please choose your provider with care. Always consult your doctor or a qualified health professional regarding any health-related questions or concerns.

[1] https://www.ahpra.gov.au/
[2] https://www.medicalboard.gov.au/Codes-Guidelines-Policies/Joint-statement-on-professional-responsibilities.aspx