Terms and Conditions

Last updated: 2 April 2026

These Terms and Conditions govern your use of the VEMSA website and Telehealth Services. By accessing our website or commencing a consultation, you agree to these Terms.

If you do not agree, you should not use our services.

1. About VEMSA and its Telehealth Services

VEMSA (Virtual Emergency Medicine Services Australia) provides Australia-wide virtual emergency medical consultations (via video conference) delivered by AHPRA-registered clinicians, including emergency medicine specialists (FACEM), nurse practitioners, general practitioners, and emergency career medical officers who all operate as independent practitioners. Separately, VEMSA also has a referral network of non-emergency specialists.

Following your video consultation, a summary of your consultation along with any prescription or referral if applicable, will be accessible through a secure patient portal for you to view and download at any time. Upon request, these documents can also be sent to you via email.

Patients do not have direct access to full clinical notes. However, relevant documentation can be supplied via secure electronic communication upon request.

Where a regular general practitioner is nominated, a discharge summary may be forwarded to that practitioner to support continuity of care.

VEMSA provides urgent medical care for non-life-threatening conditions via its Telehealth Services and structured escalation pathways. VEMSA does not replace ambulance services or hospital emergency departments.

2. Medical Emergency Disclaimer

VEMSA is not suitable for life-threatening or time-critical emergencies.

If you or someone near you is experiencing:

• Chest pain
• Stroke symptoms (facial drooping, arm weakness, speech difficulty)
• Severe difficulty breathing
• Loss of consciousness
• Seizures
• Uncontrolled bleeding
• Uncontrollable pain
• Major trauma
• Acute suicide risk
• Or any life-threatening condition

Call Triple Zero (000) immediately or attend your nearest hospital emergency department.

3. Eligibility

To use VEMSA services, you must:

• Be physically located within Australia at the time of consultation
• Hold a valid Medicare card where Medicare billing applies
• Be capable of providing informed consent
• Have access to a device with camera, microphone and reliable internet connection
• VEMSA may, upon request, assist patients to access interpreter services through the Australian Government’s Free Interpreting Service, subject to eligibility criteria and service availability. VEMSA does not guarantee the availability, timeliness, or quality of interpreter services and is not responsible for any acts or omissions of third-party providers. If interpreter services are required, patients are encouraged to request for the attendance of an interpreter in advance of any consultation. Where an interpreter is not available, patients should arrange a suitable support person to assist with communication. Where adequate communication cannot be ensured, the treating clinician may, in their professional judgment, defer or decline to proceed with a consultation.

VEMSA may decline or discontinue a consultation where telehealth is clinically inappropriate or unsafe.

VEMSA may also decline to provide further treatment if you fail to comply with any of the terms and conditions set out herein, and the breach is not corrected within five (5) days of receiving our written notice. We provide treatment to children only when they are accompanied by a parent or legal guardian. For this policy, a child is defined as anyone under 18 years of age.

4. Telehealth Services: Scope, Warranties, Exclusions, and Consent

VEMSA consultations are conducted remotely via secure telehealth platforms.

By commencing a consultation, you acknowledge and consent that:

• Telehealth consultations are delivered without physical, in-person contact and have inherent limitations compared to face-to-face assessments
• Physical examination is limited to what can be reasonably observed via video and/or still images you provide
• Diagnosis and treatment decisions rely on the accuracy and completeness of the information you provide
• While VEMSA is committed to providing the Telehealth Services, VEMSA does not warrant that the Telehealth Services will be uninterrupted, faultless, or error-free, as use of the Telehealth Services depend on mobile networks and/or the internet, which may perform unpredictably. We will, where possible, provide prior notice of planned system maintenance.
• Technical issues including poor internet connection, insufficient lighting, low bandwidth, network interruptions, congestion, or other hardware or software failures, may affect communication. You may be asked to terminate and restart the video consultation, or be advised on an alternative treatment plan if communication quality is insufficient.
• Availability of the Telehealth Services may also be affected by clinician availability and circumstances beyond our control. VEMSA cannot and does not guarantee uninterrupted access.
• Certain conditions may require in-person review, investigations, or hospital attendance
• You understand that telehealth may not be appropriate for all medical concerns and that VEMSA clinicians will advise you if in-person assessment is necessary. Escalation to emergency services or hospital care may be required
• Although reasonable steps have been taken to make the platform secure and stable, no representation, warranty, or guarantee regarding security, stability, or error-free performance is made.
• VEMSA cannot be held responsible, and excludes liability, for any injury, condition, or consequences exacerbated by poor video or voice communications. Liability is also excluded for indirect or consequential losses arising from your use of, or inability to use, the Telehealth Services.

You may withdraw consent to telehealth at any time, however this may require you to seek alternative medical care.

5. Clinical Escalation and Hospital Admission

VEMSA operates within a structured clinical governance and escalation framework.

Where clinically indicated, as assessed by your treating clinician, your care may include:

• Escalation to a senior emergency medicine specialist. The timing and method of escalation will depend on the urgency and clinical requirements of your condition
• Referral to a non-emergency specialist
• Direction to attend a physical emergency department
• Coordination of GP follow-up
• Facilitation of hospital admission where clinically appropriate

Hospital admission is subject to:

• Hospital policies
• Bed availability
• Acceptance by the receiving facility
• Clinical criteria determined by the receiving hospital

Referral to non-emergency specialists is subject to availability, location, and clinical appropriateness. VEMSA does not guarantee access to a specific specialist, appointment timeframe, or geographic availability of services.

6. Fees and Billing

VEMSA does not currently charge any administrative or service fees to patients holding a valid Medicare card. VEMSA reserves the right to introduce or amend fees in the future, which will be clearly communicated prior to any consultation.

Medicare and Bulk Billing

Emergency specialist consultations are bulk billed to Medicare for eligible patients.

Referral to non-emergency specialists may involve additional private fees, which may attract a Medicare rebate.

You are responsible for ensuring your Medicare details are accurate and current.

7. Prescriptions and Medical Certificates

Prescriptions and medical certificates are issued at the sole professional discretion of the treating clinician.

VEMSA does not guarantee:

• That a prescription will be issued
• That a specific medication will be prescribed
• That a pharmacy will dispense a prescribed medication
• That a medical certificate will be granted

Certain medications may not be prescribed via telehealth in accordance with Australian regulations and clinical guidelines.

VEMSA clinicians do not prescribe Schedule 8 (controlled) medications via telehealth consultations. Requests for medications with a high risk of dependency, misuse, or regulatory restriction may be declined at the clinician’s discretion in accordance with Australian laws, clinical guidelines, and safe prescribing practices.

8. Your Responsibilities

You agree to:

• Provide accurate, truthful and complete information. Failure to provide accurate or complete information may impact clinical decision-making and patient safety.
• Inform clinicians of relevant medical history, medications and allergies.
• Follow medical advice provided.
• Seek emergency care when directed.
• Ensure you are in a safe and private environment during consultation where sensitive clinical information cannot be overheard or accessed by others. VEMSA is not responsible and not liable for any unintended disclosure that occurs due to your chosen location or surroundings during your consultation.
• Ensure you have adequate internet and device functionality.
• Engage in appropriate follow-up care. Whilst VEMSA provides follow-up services you are responsible for contacting VEMSA via the provided secure link, email or phone number after your consultation if your condition changes, deteriorates, or if you have any concerns regarding your management. For urgent or emergency situations, you must seek immediate medical attention by calling Triple Zero (000) or attending your nearest hospital emergency department.
• You are entitled to seek a second opinion from any qualified clinician if you have concerns about the medical advice provided. VEMSA can, if requested, facilitate a review with another clinician, but is not responsible for the care or advice provided by that clinician.

9. Privacy

Your personal information is handled in accordance with our Privacy Policy.

By using VEMSA services, you consent to the collection, use and disclosure of your information as outlined in that policy.

9.1 Recordings of Telehealth Services

Your session may be recorded to maintain accurate clinical records and to support quality assurance, staff training, and governance within our practice. All recordings will be securely stored in line with privacy laws and healthcare regulations.

By engaging our Telehealth Services, you agree to the recording of the session and the use of transcription software.

If you do not want your consultation recorded or transcribed, please notify us before the session begins. You are also not permitted to record the consultation yourself without permission from the treating clinician. During the consultation, your treating clinician may use transcription software to help create clinical notes and correspondence.

10. Website Use and Intellectual Property Rights

You must not:

• Attempt unauthorised access to systems
• Interfere with website functionality
• Use the website for unlawful purposes

All website content is owned by or licensed to VEMSA and may not be reproduced without our written permission.

11. Limitation of Liability

To the maximum extent permitted by law:

• VEMSA provides services in accordance with Australian medical standards and regulatory requirements.
• Clinical advice is based on the information available at the time of consultation.
• No guarantee is made regarding specific medical outcomes.
• VEMSA is not liable for outcomes arising from incomplete, inaccurate or misleading information provided by you.
• VEMSA is not responsible for the availability, decisions, or actions of third-party healthcare providers, hospitals, pharmacies or emergency services.
• VEMSA is not liable for technical failures outside its reasonable control.

Nothing in these Terms excludes or limits any rights you may have under the Australian Consumer Law or other applicable legislation that cannot be excluded.

12. Changes to These Terms

We may update these Terms from time to time. Updated versions will be published on our website with a revised date.

Continued use of VEMSA after changes are published constitutes acceptance of the updated Terms.

13. Governing Law

Any dispute arising out of or in connection with your use of the Telehealth Services or relating to the interpretation or enforcement of these Terms and Conditions, shall be governed by and construed in accordance with the laws of Victoria. The parties irrevocably submit to the exclusive jurisdiction of the courts of Victoria, including any appellate courts, and waive any objection to such jurisdiction on any grounds

14. Contact

VEMSA
Virtual Emergency Medicine Services Australia

Email: admin@vemsa.com.au
Phone: 13 000 VEMSA