Live Chat Policy

Live Chat is designed for general administrative enquiries, such as:

• Appointment availability
• How to book or change an appointment
• Directions and parking
• What to bring to your appointment
• How to send or upload documents
• Fees, billing or Medicare claiming information
• General information about the practice

If your question needs more detailed assistance, we may direct you to call the practice or speak with a staff member.

What live chat cannot be used for

For safety reasons, live chat cannot be used for:

• Medical advice
• Discussions about symptoms or diagnosis
• Reviewing results or reports
• Treatment recommendations
• Clinical concerns or emergencies
• Complaints or formal feedback
• Urgent matters that require immediate attention

If you raise a clinical or urgent matter in live chat, you will be advised to call the practice or seek medical care.

If you are experiencing an emergency, call 000 immediately.

Hours of availability

Where Live Chat is active, it will be monitored during the practice’s standard administrative hours, Monday to Friday, 9:00am to 4:00pm, excluding public holidays.

Messages submitted outside these hours will receive a response when the team is next available.

Response times

Our team aims to respond as quickly as possible. Response times may vary depending on staff availability and the type of enquiry.

If your matter is time-sensitive, please call the practice instead.

Privacy and security

Messages sent through live chat are handled in line with our privacy policy.

Please be aware that:

• Live chat may not be suitable for sensitive personal information
• We may ask you to call the practice instead of sharing private details online
• We will not request passwords, financial details or confidential medical information through the chat

Any personal information collected through live chat will be used only to respond to your enquiry or manage your appointment.

Recording and monitoring

Live chat conversations may be recorded or stored for:

• Staff training
• Quality assurance
• Safety and documentation

We will never use your information for marketing purposes.

When a chat may be ended

Our practice promotes respectful communication at all times. Chats may be ended if:

• The language becomes abusive or inappropriate
• The conversation involves clinical matters that cannot be managed safely via chat
• The enquiry requires phone or in-person follow-up

If needed, you may be directed to contact the practice by phone.

Need immediate help?

Live chat is not an emergency service. For urgent medical concerns, please:

• Call 000
• Attend your nearest emergency department