Spot a Dodgy Telehealth Provider

Telehealth providers have become an integral part of the Australian healthcare system. This is reflected in their popularity with patients and in telehealth’s inclusion in the government’s healthcare strategy. But it’s also opened the door for providers who cut corners, mislead patients, or operate outside proper regulation.

This guide will help you spot red flags, helping you save money, time, and – most importantly - your health. Let’s take a look at how to spot a dodgy telehealth provider.

1. AsyncOnly Processes: Offering a service relying solely on questionnaires or forms or promising you access to prescriptions without a consult in real time, is not keeping in line with best practice [1]. Reputable telehealth platforms centre their services around video or phone consultations with qualified clinicians, who assess you personally before prescribing.
2. Lack of Transparency: Check the website for clear pricing, detailed service processes, and a privacy policy that explains where your data will be stored. Hidden fees, vague terms, or no privacy statement are strong indicators that the provider is not following best practice (at best) and may be hiding something. This also includes telehealth services providing very little details about its clinicians, clinical pathways, and regulatory compliance.
3. Overseas Data Sharing: If the site mentions that your health information could be routinely stored or processed overseas, you may be exposing yourself to jurisdictions with weaker dataprotection standards. The safest privacy policies following the highest standards will keep your personal data and health information within Australia.
4. Subscription-Based Prescription Models: Some providers legitimately offer cheaper monthly subscriptions for access to their whole service suite. Others, however, base their business model around locking you into recurring payments for medications or other plans. Of course, ongoing care plans are legitimate, but a model that locks you into recurring payments without clear cancellation terms is suspect. You should be able to cancel with ease and not unexpectedly be locked in. Also, the provider should double-check whether the product is still valuable to you at regular intervals.
5. Misuse of the term “GP Telehealth”: In Australia, the term “GP telehealth” refers to a consult with a General Practitioner registered with the Australian Health Practitioner Regulation Agency (AHPRA). This can include both GP clinics offering telehealth and private providers offering GP consultations. Some services market themselves as GP telehealth while only offering telehealth consults with AHPRA-registered doctors (or nurses) who are not GPs, offering a different level of care and experience.
6. Poor User Reviews or Declining Ratings: Use Medicompare’s in-depth reviews or rating system, or scan independent review sites to see how they perform. Consistently low scores or a sudden drop in ratings often indicate unresolved patient complaints.
7. AHPRA Flags: If the provider has been flagged by the AHPRA for breaches of professional standards, it’s best to avoid them altogether. You can quickly Google their name plus “fine” or “breach” to check if there is any recently recorded info about best practice violations.
8. Advertising Weight Loss Medication Directly: This is one of the regulations providers regularly get fined for. The Therapeutic Goods Administration (TGA) restricts how weight loss drugs can be promoted, including advertising and off-label use.
9. Overseas Sellers Targeting the Australian Market: Companies based abroad that sell health services to Australians may not be subject to the same local regulations, leaving you with limited recourse if things go wrong.

How to Verify a Provider

1. Check AHPRA and ABN Registration: Visit the AHPRA practitioner register [1] and search for the clinician’s name or the business name. Confirm that the listed qualifications match the services advertised. You can also check the business registration via their name and ABN number to ensure they are a legitimate Australian business – and sometimes find out who their parent company is.
2. Review the Privacy Policy: A genuine telehealth platform will outline how data is stored, who can access it, and whether it is transferred internationally. Most established telehealth providers have comprehensive privacy policies outlining their policies as well as their complaints process.
3. Read Independent Reviews: Look beyond the provider’s own testimonials, consult consumer forums, or MediCompare’s ratings.
4. Contact Customer Support: If in doubt, call up the provider to ask specific questions about consultation formats, pricing, and even data handling. A responsive, transparent support team is a very good sign.

Telehealth can be a great addition to your healthcare solutions, but only when you choose a trustworthy provider. Red flags to watch out for include async-only processes, prescriptions without consultation, opaque pricing, overseas data handling, and any previous rule violations or fines. A quick cross-check of independent reviews, the provider’s site and policies can help protect your health and your personal information. MediCompare’s pages and tools allow you to explore vetted Australian telehealth options, helping you find the right service for you.

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/Resources/Information-for-practitioners-who-provide-virtual-care.aspx#:~:text=Be%20aware%20National%20Boards%20do%20not%20support,be%20a%20synchronous%20(in%20real%20time)%20consultation