Concussion Hotline ABN 61 389 132 205 (“Concussion Hotline”, “we”, “us” or “our”) provides online health assessments and consultations with registered Australian medical practitioners. By using our services, you agree to be bound by the following Terms and Conditions (“Terms”).
1. Acceptance
1.1 These Terms are entered into between Concussion Hotline and you (the “Client”).
1.2 You accept these Terms by:
- Using our website or booking platform;
- Completing a consultation request form;
- Making payment for any part of our services.
1.3 These Terms remain in effect until your booked services are completed, unless terminated earlier in accordance with these Terms.
2. Disclaimers
- Our services provide consultations, assessments, and where appropriate, referrals to registered medical practitioners. If you require urgent or emergency care, call 000 or seek immediate medical attention.
- If you are uncertain about the seriousness of your symptoms, do not rely on our services as a substitute for in-person or emergency care.
- We are not responsible for treatment decisions made by third-party medical practitioners or specialists.
- Pricing is subject to change without prior notice and may vary depending on consultation type, after-hours, or weekend availability.
3. Services
Our services may include:
- Initial or follow-up telehealth consultations with an Australian registered medical practitioner;
- Assessment of concussion-related symptoms;
- Referrals to specialists, diagnostic testing, or allied health providers, where appropriate.
We will use reasonable endeavours to provide services as scheduled but do not guarantee availability at specific times.
4. Third-Party Providers
4.1 We may rely on third-party providers (e.g., IT, booking, payment, or CRM systems) to deliver our services.
4.2 You agree to comply with the terms of those providers. We are not responsible for downtime, delays, or issues arising from their services.
5. Third-Party Medical Providers
5.1 Where referrals are made, you are responsible for booking appointments with external providers.
5.2 We are not liable for any outcomes, advice, or services provided by third-party medical practitioners.
5.3 Referrals are at the sole discretion of the consulting doctor.
6. Consultations
- Bookings can be made via our online platform.
- You must provide accurate and complete information when booking.
- Consultations may be rescheduled due to practitioner availability, clinical judgment, or technical issues.
7. Cancellations
- Bookings cancelled with less than 24 hours’ notice may incur a cancellation fee (equal to the fee charged at booking).
- Non-attendance without cancellation is non-refundable.
- We may cancel a consultation if you have not paid, if a practitioner is unavailable, or if your conduct is abusive or inappropriate.
- Refunds will only be issued where cancellations are due to technical issues, practitioner determination that telehealth is unsuitable, or the need for in-person medical care.
8. Referrals
- Doctors may refer you to third-party providers where clinically appropriate.
- We do not guarantee that a referral will be made.
- We are not a party to any contractual relationship between you and a referred provider.
9. Records
- We will retain your medical records in compliance with Australian law.
- Records remain our property but can be transferred to your treating health practitioner on request.
10. Payment
- Payment is required at the time of booking via approved third-party payment processors.
- We do not store payment information.
- Refunds are only available as outlined in Section 7 and in accordance with Australian Consumer Law.
11. Prescriptions
- All prescriptions are at the discretion of the consulting practitioner.
- Prescriptions may be issued as e-scripts subject to accurate demographic and Medicare/IHI information being provided.
- Schedule 8 (controlled) medications and sedatives are generally not prescribed via telehealth.
12. Liability
Subject to Australian Consumer Law:
- Our total liability for claims connected to our services is limited to the amount of fees paid by you for the relevant service.
- We are not liable for: failure to provide complete health information, third-party practitioner errors, failure to follow instructions, consequential loss, or delays due to force majeure events.
13. Privacy
We handle your personal information in accordance with our Privacy Policy available on our website.
14. Governing Law
These Terms are governed by the laws of New South Wales, Australia. Any disputes will be subject to the exclusive jurisdiction of the courts of New South Wales.
Contact:
Concussion Hotline
ABN 61 389 132 205
Email: [email protected]
Phone: 0412955729
Effective Date: 27th August 2025