Legal
These terms govern your use of the Aurem website and the telehealth consultations we arrange. Please read them before you book. Nothing in these Terms excludes, restricts, or modifies any right or remedy you may have under the Australian Consumer Law.
This website and the service behind it are operated by Aurem Health Pty Ltd, ABN 78 695 908 420.
Aurem arranges telehealth consultations between you and registered Australian practitioners. Those practitioners exercise their own professional judgement and are responsible for the clinical care they give you. Aurem does not direct their clinical decisions.
By booking an appointment or using this website you agree to these terms, to our privacy policy, and to our telehealth consent.
A consultation is a live appointment with a registered Australian practitioner. A consultation must take place before any prescribing decision is made.
Your first consultation is a video appointment. Your practitioner confirms your identity on video before anything clinical happens.
An intake form is not a consultation. It gathers your history so your practitioner can read it before you meet. A care plan or a prescription is never decided from the form.
Booking a consultation does not create an ongoing relationship with a practitioner beyond the care you and your practitioner agree on.
Any questionnaire, quiz or self-assessment on this website is general information. It does not diagnose you, it does not tell you whether a treatment is suitable for you, and it does not commit any practitioner to prescribing anything.
Your answers give your practitioner background to read. A decision about your care is made by a practitioner, in an appointment, after they have spoken with you.
You must be at least 18 years of age and physically located in Australia at the time of your appointment.
You must give accurate and complete information about your health, your history and the medicines you take. Leaving something out can make it unsafe for a practitioner to advise or treat you, and your practitioner may decline to proceed.
The account you create is for you only. Please do not let anyone else use it. If you think someone has, let us know.
Telehealth is not suitable for all concerns. Your practitioner may recommend in-person assessment, urgent care, GP review, a referral to another doctor, further investigation or no treatment, depending on your circumstances.
A practitioner cannot physically examine you over video. Some things cannot be assessed, diagnosed or safely treated remotely, and your practitioner will tell you when that is the case.
Aurem is not an emergency service and is not monitored continuously. If you need urgent help, call 000. For crisis support, call Lifeline on 13 11 14.
A prescription is one possible outcome of a consultation. It is issued only where your practitioner deems it medically appropriate, and it is never guaranteed.
These outcomes are all equally normal: general advice and lifestyle guidance, further investigation or pathology, a referral to your GP or another doctor, scheduled monitoring and review, and no treatment. Every outcome is written into your record with the reasoning behind it, and you can ask for a copy.
Whether to continue a treatment is decided again at a review. Nothing renews automatically.
Where a medicine is prescribed outside its approved indication, your practitioner will tell you and explain why. Off-label prescribing is a lawful practice in Australian medicine when clinically appropriate and supported by professional judgement.
Assessment findings do not guarantee a particular outcome.
Sometimes a medicine is not commercially available in the form or the strength a practitioner considers appropriate. In that situation your practitioner may prescribe a compounded preparation, which a pharmacy prepares for one named patient.
A compounded preparation is not assessed, registered or listed by the Therapeutic Goods Administration. The evidence available for it may be narrower than for a registered product. Your practitioner will tell you when a preparation is compounded, why they have chosen it, and what is known about it.
Compounded medicines are subject to the same advertising restrictions as any other prescription medicine. We do not name, describe or promote any prescription medicine to the public, compounded or registered.
If you are given a prescription, you choose where to have it filled. We do not require you to use a particular pharmacy and we do not direct prescriptions to a preferred supplier.
Any pharmacy that dispenses a medicine to you is an independent business. It is authorised under relevant state and territory pharmacy and medicines laws. It is responsible for its own services, its own advice and its own delivery.
The fee for your appointment is shown before you confirm your booking.
If you need to cancel or reschedule, please give us at least 24 hours' notice. Any fee for a late cancellation or a missed appointment is shown before you confirm your booking.
We waive that fee where you could not attend for a reason outside your control. Just tell us what happened and we will look at it.
Except as required under Australian Consumer Law, including where goods are faulty, not fit for purpose, or do not match their description, fees for consultations that have taken place are not refundable.
Pathology, imaging and any medicine you are prescribed are charged separately by the provider or pharmacy you use. Those charges are not ours and are not included in the appointment fee.
We handle your personal and health information under the Privacy Act 1988 (Cth), the Australian Privacy Principles and applicable state health records legislation. Our privacy policy sets out what we collect, why, who we give it to and how long we keep it.
Clinical records are kept for the period required by the health records law that applies to your care, calculated from the date of the last entry in the record. In New South Wales that is at least 7 years from the last entry.
Your practitioner keeps what you tell them confidential. There are exceptions, and they are set by law rather than by us.
You do not need a referral to book with us. You can also keep seeing your regular doctor.
With your consent, your Aurem practitioner can write to your usual GP or another treating practitioner so your care stays joined up. You can decline, and you can withdraw that consent later. Declining does not affect the care you receive.
The information on this website is general in nature. It is not a diagnosis, and it is not advice about your situation.
We do not advertise specific prescription medicines to the public in accordance with Australian regulatory requirements. Nothing on this site should be read as a recommendation of a particular medicine, and nothing on it commits a practitioner to prescribing one.
The content, design, images and code on this site belong to us or to our licensors. You may read and print pages for your own use. You may not copy, republish or scrape the site for another purpose without our written agreement.
You must not interfere with the site, attempt to access another person's account, or use it to send anything unlawful.
Pathology providers, pharmacies, payment providers and delivery services are independent businesses. They are responsible for their own services and their own compliance.
Where this site links to another website, we do not control that site and we are not responsible for its content or its privacy practices.
Nothing in these Terms excludes, restricts, or modifies any right or remedy you may have under the Australian Consumer Law.
Nothing in these terms limits or excludes the professional duties your practitioner owes you, or any liability that cannot lawfully be excluded.
Subject to those two things, we are not liable for loss that arises from any of the following. Information you gave us that was inaccurate or incomplete. A decision not to follow clinical advice. A fault in your own device or connection. The acts or omissions of an independent third party, such as a pathology provider or a pharmacy.
If something goes wrong, please tell us so we can try to put it right. Our complaints page explains our process and what happens when.
You can go to an external body at any time. You do not need our permission, and you do not need to raise it with us first.
We may update these terms. The effective date at the top of the page shows when the current version took effect.
The terms that apply to an appointment are the ones in force on the day you booked it.
These terms are governed by the laws of New South Wales, Australia.
Jurisdiction. The courts of New South Wales, Australia.
Aurem Health Pty Ltd, ABN 78 695 908 420.
Questions about any of this?
Tell us a little about yourself first. Then see a registered Australian practitioner on a video call. You'll leave with a plan and your next review booked.