Online Consultations in Australia: How They Work and What They Can Cover
An online consult is a consultation with a health practitioner by phone, video or another online channel instead of a visit to a clinic. In Australia, GPs, specialists, nurse practitioners and other providers offer them for health problems that do not need a physical examination.
This article is general information, not medical advice. The right type of consultation depends on your situation, and outcomes vary between individuals.
On this page
- What is an online consultation?
- How many Australians use online consultations?
- What can an online consultation cover?
- What an online consultation cannot cover
- What rules do online practitioners follow?
- Does Medicare cover an online consultation?
- How to prepare for an online consultation
- How online consultations work at Burst Health
- Frequently Asked Questions
What is an online consultation?
The Australian Bureau of Statistics defines a telehealth service as an appointment with a health practitioner over the phone, by video conferencing or through other communication technologies. The Medical Board of Australia uses the term telehealth for consultations that use technology as an alternative to an in-person consultation, including video, internet and telephone consultations.
The RACGP tells GPs there is no need to use video if a phone call will do, and it notes that video adds value in more complex consultations because the doctor can see how the patient looks.
How many Australians use online consultations?
The ABS Patient Experiences survey for 2024-25 found that 22.5% of people aged 15 and over had at least one telehealth consultation for their own health in the previous 12 months, down from a peak of 30.8% in 2021-22. In the same period, 18.5% of people had a telehealth consultation with a GP. Of the people who had one, 90.3% said they would use telehealth again if it was offered.
What can an online consultation cover?
The RACGP guidance for general practice says phone and video consultations can generally be used for:
any consultation where staying at home is the better trade-off than attending in person
medical certificates and repeat supply of an existing treatment
mental health consultations, counselling and similar services
routine chronic disease check-ups, especially when the patient is stable and has monitoring devices at home
conditions linked to infectious respiratory illness, where a remote consultation protects other people.
The Medical Board says telehealth can be used for triage, diagnosis, treatment and preventive health services, and it recognises the role telehealth plays in rural and remote settings and for people who cannot travel.
What an online consultation cannot cover
The Medical Board states that telehealth is not appropriate for all medical consultations and should not be a routine substitute for in-person care, because the practitioner cannot carry out a physical examination. The RACGP recommends an in-practice consultation instead of phone or video:
for potentially serious, high-risk conditions that need a physical examination
when a physical or internal examination cannot be deferred
when a patient cannot communicate well by phone or video and has no support person with them
whenever there is any doubt about whether a remote consultation is appropriate.
For life-threatening symptoms such as trouble breathing, chest pain or weakness down one side of the body, healthdirect says to call triple zero (000) and ask for an ambulance.
For everything an online consultation can cover, Burst Health provides online consultations with Australian-registered practitioners across its treatment plans, with review by a doctor or nurse practitioner, so see the treatment plans.
What rules do online practitioners follow?
The Medical Board of Australia sets out its expectations in its guidelines on telehealth consultations with patients. A doctor who consults a patient in Australia must be registered with the Board, wherever the doctor is located. The doctor should tell you who they are, confirm your identity, and tell you that you may need to be seen in person if telehealth alone is not appropriate.
The Board also expects a real-time consultation, in person, by video or by phone, before a practitioner provides healthcare to a patient they have never spoken with. The standard of care in a telehealth consultation should, as far as possible, match an in-person consultation.
Does Medicare cover an online consultation?
Since 1 January 2022, ongoing Medicare Benefits Schedule arrangements have supported telehealth by video and phone for out-of-hospital consultations that can also be provided in person. A Medicare rebate for a GP or nurse practitioner telehealth service generally needs an eligible telehealth practitioner: the practitioner, or their practice, has provided you with a face-to-face service in the last 12 months. From 1 November 2025, MyMedicare registration with that practice is a second pathway for GP services. Exemptions cover some patients and services, including children under 12 months, people who are homeless and people in a declared natural disaster area.
A GP may bulk bill a telehealth consultation or charge a higher fee. The Medical Board expects the doctor to explain the billing arrangements before the consultation, including whether you can claim a Medicare rebate. Burst Health does not bulk bill.
How to prepare for an online consultation
The Australian Digital Health Agency suggests you charge your device, check your internet connection, test your microphone and camera, and sit somewhere private with good lighting. The Medical Board guidelines say you can have a support person with you and you can ask for an interpreter. At the end, your practitioner will discuss next steps, which may include an in-person visit.
How online consultations work at Burst Health
Burst Health connects you with Australian-registered doctors and nurse practitioners for a phone consultation. You start with a short online assessment from home, and a doctor or nurse practitioner then calls you to discuss your situation, review whether treatment is clinically appropriate, explain any options and potential side effects, and answer your questions. Treatment is provided only where the practitioner considers it suitable for you, and they may advise an in-person visit instead. Where treatment is suitable, a licensed Australian pharmacy can deliver it to your home or workplace.
Burst Health offers online consultations for weight loss, hair loss, erectile dysfunction and premature ejaculation, and you can request a medical certificate for work or carer leave.
Frequently Asked Questions
Is telehealth covered by Medicare in Australia?
Yes, for many services. Medicare has supported telehealth by video and phone since 1 January 2022 for consultations that can also be provided in person. A rebate for a GP or nurse practitioner service generally needs a face-to-face visit with that practitioner or practice in the last 12 months, or MyMedicare registration with the practice, unless an exemption applies.
Can I get a free online doctor consultation?
Sometimes. healthdirect runs a free helpline on 1800 022 222 where a registered nurse can talk through your symptoms and may arrange a call back or video call from a GP. Most state virtual care clinics for urgent, non-life-threatening problems are free. Your regular GP may bulk bill a telehealth consultation, or may charge a fee. Burst Health does not bulk bill.
Can I get treatment online without seeing a doctor in person?
Yes, in some cases. The Medical Board expects a real-time consultation by video or phone before a practitioner provides healthcare to someone they have never spoken with. A registered practitioner then decides whether treatment is suitable, and they may ask you to attend in person if a physical examination is needed or there is any doubt.
How much does a telehealth consultation cost in Australia?
Costs vary. Your regular GP may bulk bill a telehealth consultation when you meet the Medicare eligibility rules, or they may charge a higher fee. Burst Health does not bulk bill. The healthdirect helpline and most state virtual care clinics are free. Ask about the cost and any Medicare rebate before you book.
Online consultations, Australian-registered practitioners
In three steps.
- 1Answer a quick questionnaireOnline, no appointment, no in-person visit.
- 2A practitioner reviews itAn Australian-registered doctor or nurse practitioner decides whether treatment is suitable for you.
- 3Start your planIf treatment is suitable, you start your plan with the practitioner supporting you throughout.
References
Australian Bureau of Statistics. Patient Experiences, 2024-25 financial year.
Medical Board of Australia. Guidelines: Telehealth consultations with patients.
RACGP. Guidance for appropriate use of telephone and video consultations in general practice.
This article is general information only. Speak with a registered Australian healthcare practitioner about your own situation.