When government money comes pouring into the private sector, businesses of dubious character tend to spring up quickly.

The National Disability Insurance Scheme (NDIS) may be one of the biggest facilitators of this at the moment.

As of mid-December, there were 269,432 active NDIS providers across Australia, the vast majority of which (around 94%) are what’s known as unregistered providers. It means they haven’t been audited and approved by the NDIS Quality and Safeguards Commission (NDIS Commission) – one of the main regulators – to make sure they’re delivering quality services and sticking to the rules.

Though there are limits on the types of support they can provide, these businesses have comparatively low start-up costs and can enter the market quickly. In some parts of Australia, unregistered NDIS providers seem to be everywhere, and many are exploiting the sprawling system. Between 2018 and 2024, the number of NDIS participants grew by 452%.

The NDIS currently serves around 761,000 adults and children, and it cost around $49 billion in taxpayer dollars in 2025. Those costs have been predicted by some analysts to rise to $100 billion a year by 2035, overtaking the age pension to become Australia’s most expensive social support program.

The NDIS has been an indispensable life-changer for many, but the scheme remains a work in progress, and it has fallen short of expectations on a number of fronts, especially when it comes to meeting the needs of marginalised groups such as First Nations people and those from culturally and linguistically diverse backgrounds.

A recurring complaint from participants overall is that the NDIS administrative processes are complicated and confusing. The bureaucratic hurdles are many.

It’s also important to point out that nearly half of NDIS providers suffered a financial loss in 2024–25 according to National Disability Services, the peak industry body for non-government disability service organisations.

But there’s a larger overarching issue – that many NDIS providers are more focused on reaping profits from the government-subsidised scheme than on helping people with a disability. This unfortunate fact is contributing heavily to the cost blowouts.

The National Disability Insurance Agency (NDIA) and the NDIS Commission have prime responsibility for regulating the scheme. (The NDIS Commission received 29,054 complaints about providers in 2023–24.)

But NDIS providers are also beholden to the Australian Consumer Law, which is overseen by the Australian Competition and Consumer Commission (ACCC).

The dodgy provider problem is big enough that these three regulators set up a task force in December 2023 to deal with it. In February this year, the ACCC released a report outlining some of the enforcement actions it has taken since then. The transgressions it highlights are standard fare in the broader consumer marketplace – false advertising, overcharging, contracts lopsided in favour of the business, illegal restrictions on returns, and so on.

But when people with a disability are the victims, it gets more concerning.  

Ausnew’s dodgy sales tactics and misleading claims

Shortly after the task force was set up, an NDIS provider called Ausnew Home Care Service came under scrutiny for engaging in tactics reminiscent of the big supermarkets and unscrupulous online retailers. (Ausnew, a registered provider, sells everything from therapeutic pillows to mobility scooters.)

In December 2024 the ACCC took the business to court for allegedly promoting “sales” prices by displaying earlier strikethrough prices complete with “last chance” sales banners and countdown clocks. In fact, the “sales” prices were just the regular prices that were always available, and the strikethrough prices never existed. The ACCC is currently undertaking legal action against both Woolworths and Coles for similar conduct.

Then ACCC Commissioner Liza Carver said that the “artificial urgency” would have misled consumers, “many of whom were elderly or with a disability requiring support”.

Ausnew Home Care Service was also called out for claiming its products were “NDIS approved” on its website and in Google ads, a marketing boast that seems particularly irresistible to certain providers. The problem is that there is no such thing as an NDIS-approved product. The NDIS Commission registers providers, but it doesn’t endorse or approve of particular products.

The way this plays out for NDIS recipients is that they may end up purchasing something – a massage chair for instance – that says or implies it’s NDIS-approved. Then their NDIS claim for reimbursement is rejected because it’s not an eligible support item.

To round out its contraventions of consumer law, Ausnew also made up its own rules about consumer guarantees. Its refund policy imposed various conditions and exclusions on refunds or replacements for faulty goods, including that they had to be returned within seven days of purchase in their original packaging, and that it was up to Ausnew whether to provide a store credit or replacement. According to the law, consumers can demand a repair, replacement or refund in the case of a major fault, with no conditions attached. The Ausnew case is ongoing.

In all of the above, Ausnew is not alone. But the business did manage to tick several non-compliance boxes at once.

False claims of NDIS affiliation

A business claiming a connection with the NDIS when there is none is perhaps the most common form of consumer deception arising from the scheme. Early last year, the retail chain Bedshed paid $39,600 in penalties after the ACCC issued it with two infringement notices for claiming that some of its mattresses, furniture and bedding accessories were “NDIS approved” and “NDIS permitted”.

“Targeting consumers experiencing vulnerability or disadvantage with misleading advertising is particularly concerning, and we are continuing to investigate companies making similar claims,” ACCC chair Gina Cass-Gottlieb said at the time.

Around the same time, Thermomix Australia paid $79,200 in ACCC penalties for claiming its Thermomix TM6 mix and Kobold cordless vacuum and mop were connected with the NDIS.

The misleading promotional language ran the gamut: “NDIS approved”, “NDIS-registered product”, “NDIS-consumables”, “NDIS assistive technology”, and “NDIS equipment”.

“Each NDIS participant has unique needs, and what’s funded under their plan is determined individually, not through a list of approved products. There are no categories of goods or services which are automatically NDIS approved or funded for all NDIS participants,” Cass-Gottlieb said.

The NDIS Commission was recently given new powers to combat fraud, most notably an enforcement tool called Anti-Promotion Orders, which can be imposed on providers who misleadingly promote products as “NDIS approved”.

When the ACCC report was released in February this year, ACCC deputy chair Catriona Lowe sounded a warning to businesses set on putting profits ahead of the needs of people with a disability.

“Harm can range from financial loss and life-limiting impacts, to compromising the safety and physical wellbeing of NDIS participants. Such conduct is completely unacceptable and the ACCC will continue to work with taskforce agencies to protect NDIS participants, educate and hold providers that continue to do the wrong thing accountable.”

How to spot false NDIS advertising

• If it says “NDIS approved” it’s misleading by definition – the NDIS doesn’t approve particular goods or services.
• Don’t trust ads that say NDIS funds will cover “all inclusive” holidays. NDIS funding doesn’t cover costs for participants on holidays. 
• Ads that provide instructions on how to use NDIS funding codes for recreational outings like the movies or theme parks are misleading – the scheme doesn’t cover this.
• Don’t trust businesses that suggest an NDIS affiliation or endorsement in their name, such as “NDIS therapies” and the like.

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On this page:

• What is telehealth? 
• What are the costs?
• Finding online consultation services
• Other online health assistance
• Home visits
• Just need a doctor's certificate?

But since the onset of COVID-19, phone and video consultations have become commonplace for many Australians. So how does telehealth work and what’s the best way to access these services?

Cold, flu and COVID-19: It’s very difficult to distinguish between the symptoms of COVID-19, influenza and a cold. If you have symptoms such as a sore throat, headache, fever, shortness of breath, muscle aches, cough or runny nose, you may need to self-isolate and to be assessed by a medical professional. You should also get tested for COVID-19. 

What is telehealth? 

‘Telehealth’ or ‘e-health’ refers to a medical consultation that takes place by video conferencing or audio over the internet. Telehealth services can include diagnosis, treatment and preventative healthcare. 

Before the COVID-19 pandemic, telehealth services were mainly used by people living in rural or remote areas who needed to access specialists not available in their area. A Medicare rebate was available for eligible patients, but it didn’t extend to the general population, and didn’t cover non-specialist services such as GP visits.

But since the onset of the pandemic, the government has increased funding for telehealth, which means all Australians with a Medicare card can access rebatable telehealth services. The government has also extended the number of services covered by Medicare to include videoconference or telephone consultations between patients and GPs, specialists, allied health and nurse practitioners.

All this means that any Australian can choose to have a video or phone consultation with their GP rather than a face-to-face consultation at no extra cost (provided their GP offers this service).

How does it work? 

The process for booking a telehealth appointment is more or less the same as for booking an in-person appointment. You call to make the appointment, ask for it to be done over the phone or by video conference (depending on what the clinic  offers) and then in most cases the doctor will call you when it’s time for your appointment. 

Be aware that your doctor may be running late, as with in-person appointments, so set aside plenty of time.

How widespread is telehealth?

Some telehealth services are provided by online-only clinics. In this case, they will probably process bookings and conduct appointments online, and some may even have their own apps.

But more and more traditional bricks-and-mortar clinics now offer telehealth services, alongside their usual face-to-face appointments. For example, many GPs, health clinics and psychologists now give patients the option of booking phone or video appointments, as well as face-to-face ones. 

Telehealth not always suitable

Not all doctor/patient consults lend themselves to a virtual experience, particularly those where an examination or test is needed on the spot. 

But one e-health provider we spoke to claims that up to four in every five (80%) GP presentations can be managed online – particularly for common health issues such as coughs and colds, weight loss, sexual health and emotional wellbeing. It’s also possible to ask for specialist referrals, prescription repeats and medical certificates by email or fax after an online (or real-life) consultation. 

If you’re booking a telehealth appointment with your GP, you must have had a face-to-face consultation in the previous 12 months with the same doctor, or another doctor at the same practice, to be eligible for a Medicare rebate.

All the e-health websites we looked at state clearly that they aren’t for medical emergencies.

You’ll also need decent internet coverage to be able to use these services. Be sure to check the provider’s policies on refunds when it comes to technology failures and problems with connections.

What are the costs?

All Australians with a Medicare card can now use telehealth services from GPs, psychologists, midwives/obstetricians, specialists, dental practitioners in the practice of oral and maxillofacial surgery, and other covered health professionals – without paying any more out-of-pocket costs than they usually would for a face-to-face appointment. 

If you’re usually bulk-billed at your GP clinic, your telehealth appointment with your GP will be bulk-billed too. If you usually pay a gap, you’ll have to pay the same gap for your telehealth appointment.

Claiming on insurance

If you have extras insurance, you may also be able to claim on your telehealth appointment. Many health insurers are now offering increased coverage for telehealth services, letting you claim on a telehealth appointment in the same way you would for a face-to-face visit. Check with your insurance provider to see whether they cover telehealth services and, if so, which ones.

How long will the new telehealth rebates continue?

Medicare-subsidised telehealth services were introduced in direct response to the COVID-19 pandemic. Like many other forms of economic support introduced for the same reason, the new telehealth inclusions on the Medicare Benefits Scheme are described as ‘temporary’. 

The Australian government recently announced that, as part of the 2021–22 Budget, it will invest more than $114 million into extending telehealth until the end of the year. But, as yet, there’s no guarantee it will be extended into 2022.

Finding online consultation services

For most people, the best way to access telehealth is simply to ask your GP or other healthcare provider whether they offer it. If they don’t, you may want to use one of the online-only companies that offer consultations to all Australians. 

Remember, to be eligible for a Medicare rebate for a telehealth session with a GP you’ll need to have had a face-to-face appointment with the GP (or another GP in that practice) in the past year. This means you won’t get a Medicare rebate for sessions booked through these online-only services.

GP2U

offers online consultations (they also have an app for iOS and Android) with GPs for diagnosis, specialist referrals, prescriptions and medical certificates. The service also offers prescriptions faxed to the nearest chemist or a delivery service.

Cost: Registration is free and requires a Medicare card, contact number and email address. Consultation prices are set by individual GPs and are based on the length of the appointment. An average consultation lasts 15 minutes and typically costs $50­–69.

Health Now

offers video and phone consultations (it also has an app for iOS and Android) with Australian-based GPs 24/7, as well as psychologists and specialists practising endocrinology, cardiology, psychiatry, paediatrics, neurology, rheumatology, respiratory, haematology, immunology and geriatrics. 

The 24/7 doctor service provides medical consultations and advice, medical certificates and prescriptions, if needed. The psychologists provide stress, anxiety and depression management, long- and short-term therapy and counselling, assessments, life coaching and treatments for various mental-health issues. Specialists are available with a referral from your GP.

Cost: These range from $79 for a doctor’s consultation to $180 for a 50-minute session with a psychologist. Specialist prices vary.

Doctors on Demand

provides video conferencing 24/7 for medical consultations, prescriptions and medical certificates from a GP, as well as sessions with a psychologist or dietician. An app is available for iOS and Android.

Cost: Doctors’ consultations cost $60 during business hours and $90 out of hours. Psychology sessions start from $168 for 60 mins (these are eligible for a Medicare rebate). Dietician appointments cost $195 for 60 mins during business hours.

Instant Consult

offers a range of GP services including consultations, medical certificates, prescriptions, specialist referrals and more. An app is available for iOS and Android. 

Cost: Consultations cost from $35 (less than 10 minutes) to $105 for a longer consultation of more than 40 minutes. 

Other online health assistance

If you’re not quite ready for a virtual doctor’s appointment, there are still plenty of apps and websites to help you get ahead before you get into the waiting-room queue.

Symptom checker and service search

The government-supported website contains a wealth of information on health topics from pregnancy and ageing right through to general health. It also gives in-depth information on medicines and services.

If you’re feeling off-colour, the site has a symptom checker that virtually triages users according to their symptoms. The program collects basic data such as your age and sex, before asking a series of detailed questions about your symptoms. It will then recommend whether you should see a GP, call an ambulance or go to a hospital. 

The site lets you search for GPs, hospitals, dentists, pharmacists, emergency departments, COVID-19 services and allied health practitioners according to the postcode you’ve entered.

Health Direct also has a 24-hour phone service (1800 022 222) staffed by registered nurses who can connect you to an after-hours GP helpline if you need. There’s also a separate phone line for pregnancy, birth and baby advice (1800 882 436).

Cost: Free.

How to find out emergency-room waiting times

Waiting times at the doctor’s surgery or hospital can sometimes stretch to hours. But these handy sites and apps can help you dodge the worst of the waits.

ACT

can give you up-to-date information on the average waiting time over the previous two hours and the number of patients currently waiting in emergency departments.

NSW

Visit to see the number of patients being assessed by a triage nurse and waiting for treatment for all major hospitals.

NT, Queensland and Tasmania

You’ll be relying on good fortune rather than data to dodge the long wait, as there’s little live information available. But you can check with the relevant health department in that state for more information.

SA

Get updates every 30 minutes on the number of patients in the emergency and inpatient areas at . The site also gives the average waiting time over the previous two hours for the state’s major public hospitals.

Victoria

You can’t access live data but gives you estimated waiting times for major hospitals.

WA

Real-time information is available at for each of the metropolitan hospitals in the state that has an emergency department.

Home visits

The National Home Doctor Service (13SICK)

provides urgent after-hours medical care to patients at home in most capital cities. The service offers bulk-billing for all Medicare users and Gold DVA cardholders.

You can book by phone (13 74 25) or using the app (iOS/Android).

How to find a GP near you

Most of us have a preferred GP and, when it’s not an emergency, are happy to wait a few days until they have an available slot. But what if you can’t wait a day or two? Online booking services let you view the available appointments in your chosen area in real time and make a booking ASAP.

Although these sorts of booking services can be convenient, it pays to be wary about sharing your information. In 2018, it emerged that one of these providers, Health Engine, had shared users’ information with personal-injury law firms and other third parties. So it’s best to take care with what you reveal when you book your appointment, and only share what is strictly necessary to make the booking. And, of course, always read the terms and conditions before you agree to them.

Health Engine

The website and app (iOS/Android) lets you view in real time the available appointments with participating GPs, dentists, physios and more, then make a booking.

Cost: The service is free, but it does send direct marketing communications including post, telephone calls, SMS or email to customers who register for the service (although you can choose to opt out).

Ozdocsonline

lets patients ask participating GPs for online appointment bookings, prescriptions, pathology results, referrals and consultations.

Cost: The service isn’t covered by Medicare, but the site claims the average cost of requests is $20.

DocBook

is another website that lets patients browse practices, search by location and make an appointment with a GP. The service is available Australia-wide (excluding the Northern Territory), although the choice of participating surgeries is fairly limited.

Cost: Free.

Just need a doctor’s certificate?

You’ve woken up on a workday feeling dreadful and call in sick, but you’ll need a medical certificate. The last thing you feel like doing is leaving your bed in search of a doctor to write you a certificate. Thankfully, there are sites that can help you with that too.

Qoctor

will set you up with a video consultation with a GP to discuss the issuing of a medical certificate, prescription or a referral to a specialist. If you need a medical certificate, you can download it immediately after your consultation..

Cost: $22.99 and there’s no Medicare rebate. 

Prime Medic

offers video consultations with a GP to discuss the issuing of a medical certificate, prescription or a referral to a specialist. If you need a medical certificate, you can download it immediately after your consultation.

Cost: $19.99. Some doctors are able to bulk-bill patients, but the number of appointments with these doctors may be limited. 

Pharmacies

Some pharmacies such as and various also offer advice and absence-from-work certificates, which may be a cheaper option than using a telehealth service. 

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In early 2019, the federal government will set up an electronic health record for all your health data – including sensitive issues like mental health treatments and other conditions you may wish to remain private – unless you opt out by 31 January 2019.

Doctors will be able to access your record to assist in their treatment of you, which could be essential in emergency situations. But security experts warn privacy breaches are only a matter of time.

There’s been a lot of public discussion since the opt-out period started. So we’ve looked into the pros and cons to help you decide if you want in or out.

What is My Health Record?

My Health Record is a digital collection of reports relating to your health, such as prescriptions, doctors records, imaging and other test results. What it means is that instead of having files with every doctor you’ve seen, test results at a pathology lab, prescription records at various pharmacies and so on, all this information will be in one central online location accessible by authorised health professionals.

Relaunch of existing program

Technically what we’re seeing now is the My Health Record Expansion Program. The original Personally Controlled Electronic Health Record (PCEHR) program was launched in 2012 as an opt-in system, with low uptake by the public.

The current push is to expand the system by making it opt-out so that by default, everyone has a record made for them unless they specifically request not to have one.

How My Health Record works

The data that will be added isn’t new, but it’s currently stored by Medicare, your doctor, hospital or other health professionals, sometimes in a paper-based system. What’s new is that electronic records will be stored in one central place.

Information can be added to your health record by various health professionals and businesses, government agencies and yourself. It can be accessed by authorised health professionals, such as doctors, pharmacists, hospital staff and allied health professionals (for example nurses or physiotherapists).

The sorts of things that might go in there include doctor’s reports, such as hospital discharge summaries, and results from tests and scans. It also includes all your Medicare claims and you can add your allergies and even an advanced care plan.

You can access and manage your record. You can set a PIN and restrict access to some or all documents stored on the record. You can even connect any health apps you’re using to your record.

In an emergency, health care professionals will be able to override the safeguards to make sure they get all the information needed to provide you with appropriate care.

You may already have a record

Some people may already have a record, having set one up – perhaps without even realising – under the original system (the PCEHR). Almost 6 million people currently have a record. Check if you’re one of them.

If you miss the deadline to opt-out or you already have a record, you can cancel it but your doctor and other healthcare providers may keep copies of any records they have uploaded to your record and store them in their own record-keeping systems.

Benefits and concerns

The main benefit of My Health Record is that all of your and your children’s healthcare professionals will know the medication you’re taking and the conditions you’re treated for.

People who are most likely to benefit are those who:

• have complex health conditions
• take multiple prescription medicines
• get treatment from various doctors and other health professionals
• live in remote and rural areas
• are elderly
• don’t speak English very well
• have difficulty remembering and/or communicating all the details of their medical story.

My Health Record should lead to better and well-coordinated treatment, while preventing unnecessary tests, harmful side effects caused by medication mix-ups, or even avoidable hospital admissions.

There are safeguards in place, so you can manage your My Health Record by installing a PIN and limiting the access to some or all documents to make sure that your emergency contact, carer and healthcare professional only have access to appropriate information.

But security experts warn that centrally stored information always brings the risk that in the event of a data breach there could be serious implications for you. And it would not be the first time healthcare data has been accessed by hackers.

If you can’t decide whether you want to stay in or opt out, you can always opt out now, then rejoin at a later stage.

How to opt out or manage your record

You can use the step-by-step guides on the website, and if you run into trouble call the helpline on 1800 723 471.

Further details are below for different situations.

What the experts say

Medical experts such as the Australian Medical Association, the National Rural Health Alliance and the Consumers Health Forum have welcomed the new system and asked consumers to use the opt-out period to inform themselves about the benefits or otherwise of taking part.

Security experts, while acknowledging the potential benefits of having a centralised record system, warn that the safeguards could be breached which could expose sensitive information.

Medical experts stress the benefits

• Australian Medical Association
• Consumers Health Forum
• National Rural Health Alliance

“My Health Record can save lives”

Australian Medical Association

“The current system of medical records means that we may have incomplete information on a patient – especially if the patient has recently seen another specialist or has been discharged from a hospital. The My Health Record will result in doctors having access to better information, in a more timely fashion, via secure means. Less time chasing up paperwork means more time can be spent treating our patients,” says Australian Medical Association president Dr Michael Gannon.

Consumers Health Forum

“My Health Record is a key step in the shift from health consumers as passive patients, to consumers as active partners in their own care,” says Consumers Health Forum CEO Leanne Wells.

“For too long, healthcare has lagged behind in exploiting the clear benefits of information technology to provide prompt, secure, and precise patient information. For these benefits to be realised and a consumer-centred and digitally enabled healthcare system to become a reality, consumers will need to be involved in using and improving innovations such as My Health Record,” Wells says.

National Rural Health Alliance

“Australians living in rural and remote areas are more likely to end up in an emergency department from a heart attack, car accident or diabetic coma,” says National Rural Health Alliance CEO Mark Diamond.

“If they’re unconscious, and the medical team doesn’t have access to their health history, the team may not be able to provide life saving care,” Diamond says.

“A My Health Record means that all your important health information is at the fingertips of your doctor, nurse or surgeon,” he says. “Simply put, My Health Record can save lives.”

Security experts warn of potential data breaches

• Professor Vijay Varadharajan – Global Innovation Chair in Cyber Security, University of Newcastle
• Professor Katina Michael – School of Computing and Information Technology, University of Wollongong
• Dr Cassandra Cross – Faculty of Law, The Queensland University of Technology

“A honeypot of health data, waiting to be hacked”

Professor Vijay Varadharajan – Global Innovation Chair in Cyber Security, University of Newcastle

“Having access to patient records can be highly useful, especially when it comes to requiring them in the case of emergency or even with old age patients. However data security and patient privacy are critical when it comes to healthcare information.

“From a technical point of view, there are access controls in place. However, the data itself, at this stage, is in plain format, it is not encrypted. Hence there is a potential for leakage if a breach occurs. With the growth in malware and security attacks, we cannot rule this possibility out.”

Professor Katina Michael – School of Computing and Information Technology, University of Wollongong

“The type of confidential information stored on an electronic health record is unlike having merely your identity credentials stolen – it is like having your whole personhood exposed in terms of your condition, medication, past acts and more. There are massive implications for those working in pressured workplaces who may have their health record used against them – e.g. pilots, doctors, surgeons, healthcare workers.

“We need to make people aware of the pros and cons of opting-out, but we also need better, more honest reporting by government about some of the potential risks, in essence, to better inform the public. What we have now is a major honeypot of health data, waiting to be hacked for the taking and be available on the dark web.”

Dr Cassandra Cross – Faculty of Law, The Queensland University of Technology

“The current My Health Record places a strong onus on individual consumers themselves to regulate the privacy and security settings of their record. In requiring an ‘opt-in’ model on the privacy settings of the record, this means that many people are unlikely to modify these settings. This may be through a lack of knowledge that the settings exist, uncertainty on how to do this, or an inability to successfully navigate the system.

“There are also genuine concerns over the likelihood of data being compromised in some way. While it is argued that there are strong security measures in place, it is naĂŻve to assert that these are 100% foolproof (as demonstrated through data breach incidents with many previous organisations). Health data is an increasingly common and attractive source of data for criminals, and their ability to use personal information to gain reward is a reality.”

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