Frequently asked questions

The business address is in Queensland, but I’m interstate, is it still valid?

Yes, the doctors are able to provide a Medical/Carer Certificate that is valid Australia wide. The certificates have all the required information to meet Australian workplace requirements.

The certificate states I was clinically assessed, but I wasn’t seen in person/I’m interstate?

Clinically assessed means you were assessed on the clinical information you provided in the online form. This differs from a physical examination. If you NEED a physical examination, this requires a face-to-face assessment, which a UCC or GP can perform.

I submitted my form but haven’t received my certificate yet?

Have you allowed enough time for our doctors to assess the form you submitted? This is generally done within the hour, apart from our Backdated/Retrospective Certificates which require more time to determine clinical course of action. We offer Express Certificates, which are guaranteed to arrive within 5 minutes. Have you checked your order submitted to confirm the details entered in the online form are 100% correct? This is the information provided to the doctor, and may be different from your account details you enter. If it's been longer than an hour, and you've confirmed the details submitted in the form, please check your email's Junk folder before contacting us. If the details entered in the form are incorrect or if not there, please contact us.

I have entered incorrect information, can this be changed?

Certificate details are drawn from the form submitted prior to payment. This allows us to monitor for fair use and is required to meet our Terms and Conditions. You can create an account with different details, however details provided to the doctor is from the online form only. If a certificate has been issued, and these details are incorrect, a fee of $5.99 will be required to amend the certificate as this will require a new certificate to be created by the Medical Practitioner. Please be extra vigilant to ensure the details are correct before submitting.

My certificate has the wrong date, can this be changed?

Certificates are issued based on the certificate type and timeframe selected before you fill out and submit the online form. Certificates are dated based on the online form submission date. Certificates for past dates can be requested only via the backdated/retrospective certificates. Medical/Carer Certificates are dated from the submission date forward. Certificate dates cannot be changed once issued, as these are legal documents if incorrect a new certificate needs to be created. Unlike spelling errors, leave timeframes need to be considered based on the illness, therefore these cannot simply be adjusted, and need to be re-triaged. Once you have submitted an online form and a certificate has been issued, this is non-refundable as per the Terms & Conditions. A new certificate must be requested in this situation. If you are unsure which certificate to use, please contact us PRIOR to submitting.

• Note. If you receive a certificate incorrectly dated due to time zone abnormalities (which we will see in the online form based on location and submission time), please advise us in your contact request, and the issuing doctor will amend this ASAP.

My work requested that my certificate include my medical condition. Can you do this?

If you are wanting the medical condition added to a certificate, this can be done at an additional cost of $24.99. One of our medical practitioners will assess its suitability; if approved, they will create a certificate for you. Since this is not a legal requirement, we suggest omitting these details.

I want the certificate to be for a date in the future, or from the past?

Medical Certificates are legal documents and must be dated from the date of creation/submission. If you were sick in the past week and need evidence for work or study, we offer Retrospective Certificates. If appropriate, these can be issued to cover you for a recent illness, but they are issued and dated from date of assessment. If you are unwell now, but don’t need a certificate yet, you can either apply today to cover the entire time needed or wait until the date required for leave to start, and submit a form based on your clinical condition at the time. This ensures you are safe, and confirms you still require a certificate.

My certificate says ‘they’, not he or she, can this be changed?

Certificates are generalised to allow for automation, this is to ensure costs are minimised. Further input and specific details will require more expense from the doctors, which mean higher cost for the patient. The use of ‘they’ in our text is appropriate grammar, as it retains the pleural verb form (i.e. They currently…..). If you would like specific language used in our text, this will require a manual certificate to be created. This can be done for an additional fee of $24.99.