A bulk-billed telehealth request in Australia can be declined for several reasons. In many cases, it’s related to Medicare eligibility, appointment type, clinical suitability or timing.
Common reasons a bulk-billed telehealth request may be declined
- Medicare eligibility requirements were not met – Hola Health only bulk bills consultations for patients with a valid Medicare card and during specific hours.
- The service requested may not qualify for bulk billing – Bulk billing at Hola Health is available for after-hours care, urgent care and script consults. Certain appointment types, like pathology or radiology requests, certificates, scripts for certain medications, or referrals, attract private fees.
- Your request may not have been clinically appropriate for telehealth – Doctors sometimes determine that an in-person consultation is safer or more suitable.
- Identity or Medicare verification issue – Incorrect Medicare details or inability to verify identity can also affect approval.
- Restricted Medications: Telehealth on-demand platforms decline requests for Schedule 8 and Schedule 4D medications that require in-person monitoring.
- Not Located in Australia: Medicare telehealth rebates are only valid if you are physically in Australia at the time of the consultation.
How you may be able to resolve it
- Double-check your Medicare details and eligibility
- Try booking during Hola Health’s listed bulk billing hours (Weekdays 6pm–7:30am | Sat 12am–7:30am & from 12pm | Sunday & Public Holidays 24hrs)
- Upload or provide supporting documents (previous prescriptions, medication photos, discharge summaries, etc.)
- Book the correct consultation type (bulk billing script online and after-hours telehealth)
- Provide clearer symptom/history information
- Contact the support team to clarify the reason
- If needed, book a standard paid consultation or visit your regular GP.
In case of emergencies, call 000.
