What Should I Do If an On-Demand Telehealth Doctor Refuses to Issue Me a Script in Australia?

Medicompare Editorial

This guide was created in collaboration with Richard Skimmin, Telemedicine Leader, Ex-CEO of InstantScripts, and former Managing Director at News Corp. Drawing on years of expertise in digital health, Richard helped us explain what to do if an on-demand telehealth doctor refuses to issue a script in Australia.

As more Australians turn to on-demand telehealth for quick, convenient access to healthcare, a common frustration is when an online doctor refuses to issue a prescription.

You may have booked the appointment specifically for a renewal, a medication you have used before, or something you believed was straightforward, but only to be told that the doctor will not prescribe it. This can feel confusing or unfair, especially when the service is privately billed. But in most cases, the refusal is linked to clinical, legal or safety requirements that apply to all doctors in Australia, whether online or in person.

Understanding why this happens, and what you can do next, can save you time and help you get the care you need in a safe, legally compliant way.

The first thing to know is that telehealth doctors are bound by the same prescribing rules as GPs in traditional clinics. In fact, they often operate under stricter internal clinical guidelines because they are consulting without a physical examination or complete access to your medical history.

A doctor may refuse a script if they believe the medication is unsafe for your condition, requires an in-person assessment, has potential for misuse, or involves complex long-term management such as opioids, benzodiazepines, ADHD medication or certain mental-health medicines.

Some medications cannot legally be prescribed over telehealth unless the doctor already has a long-term clinical relationship with the patient. Others simply require a physical assessment that telehealth cannot provide.

If an online doctor refuses to prescribe, the next step is to understand the reasons for their decision. Most telehealth platforms require doctors to explain why they cannot issue the script and what alternative steps the patient should take. Often, the doctor will recommend seeing a GP in person, attending an urgent care clinic, or undergoing necessary tests before a script can be safely provided.

In many situations, a refusal is not a rejection of your medical needs. It is a sign that a different type of assessment is required to protect your health.

It is also worth knowing that telehealth doctors cannot be pressured or persuaded nto prescribing. Australian medical guidelines emphasise that doctors must always act in the patient’s best interest, even if it means saying no.

A refusal does not imply the doctor thinks you are doing something wrong; rather, they are following national standards designed to keep prescribing as safe as possible. Telehealth platforms that prioritise responsible care will support their doctors’ decisions, even if the outcome is disappointing for the patient.

If you still need the medication, your best option is to book an appointment with your regular GP or another walk-in clinic. In-person GPs can conduct physical examinations, order tests and access more detailed medical information, allowing them to make prescribing decisions that telehealth doctors may not be able to make. If the medication is something you have used long-term, your usual GP is often the most appropriate and quickest path to receiving another script.

There are also cases where the issue is administrative rather than clinical. If you believe a script should have been issued but communication broke down, for example, if the doctor misunderstood your request, lacked information or needed clarification, you can reach out to the telehealth provider’s support team. Many services allow follow-up messages, additional documentation or a repeat consult at reduced cost to resolve simple misunderstandings.

If you feel the decision was unprofessional or the conduct of the doctor was inappropriate, you have the right to lodge a complaint. Start with the telehealth provider directly, as they can review the consultation and address your concerns. For more serious matters involving clinical standards or conduct, you can escalate to your state’s health complaints body or the Australian Health Practitioner Regulation Agency (AHPRA). Telehealth doctors must follow the same professional rules as in-clinic GPs, and complaints are taken seriously.

In most cases, however, a telehealth prescription refusal is not a sign of poor service. It is a sign of safe and cautious practice. Online doctors must operate within strict guidelines to ensure patient safety, prevent medication misuse and uphold Australia’s high prescribing standards. If you encounter a refusal, the best approach is to understand why it happened, follow the clinical advice provided and use it as a guide to take the next appropriate step in your care.

This article was created in collaboration with Richard Skimmin, drawing on experience with Australian prescribing standards, telehealth guidelines and clinical decision-making. It provides general information only and does not replace personalised advice from your own doctor or another qualified health professional.