Dispensary Policy
At EMC Clinic, we pride ourselves on providing diverse treatment options and affordability to all patients. Ordering from our Dispensary is run though EMCCLINIC.COM.AU in the restricted member only areas. Only patients that have consulted with our Doctors can access the restricted member only areas.
To access the restricted member only areas - Register and complete your details and address correctly - incorrect details affect payments, dispensing and deliveries.
Use the menu or buttons to navigate the EMC Clinic website. Please use the Contact Us chat button if you have any issues - we will respond asap. Our preference is to contact us using the Contact Us chat button to allow for us to ensure nothing is lost or misinterpreted in conversation.
Cart Reminder: Ensure your account details are correct for payment to process. You may need to check your Member account page. Please contact us if any issues.
Dispensing Reminder: Please allow adequate time for orders to be processed and couriered. We recommend patients have a minimum of 2 week supply in reserve to avoid issues with supply chain delays.
Product Availability
EMC Clinic aims to have diverse treatment options and affordability to all patients. We aim to keep core products on hand for rapid dispensing and improved pricing. The extended range of available product and specialty products require supplier backorder or custom production, which will increase time to dispense and courier - please bear that in mind. When products have supplies unavailable we will be able to offer alternative products or refund on the order. Refund is immediate online via loyalty points for speed and avoiding transaction cost. Credit card and bank processing times vary, and are beyond our control if you select that form of refund. Products are available subject to suppliers and valid prescription. Prices are subject to change, due to many factors including costs involved and supplier price.
Costs
Please see our pricing and shipping policies.
Pricing Policy
At EMC Clinic, we pride ourselves on providing expertise and affordability to all patients. Your consultation will be conducted by Expert Australian Doctors who are registered medical practitioners with the Medical Board of Australia (AHPRA). Our doctors are licensed and have extensive expertise in the services we provide. To help us save you time and reduce costs, we encourage providing an extensive referral and/or health summary, along with completing comprehensive onboarding or treatment questionnaires.
Product Prices
All product prices listed on our website are indicative and subject to change without prior notice. While we strive for accuracy, market fluctuations, supplier changes, or regulatory adjustments may impact final prices. You will be notified of any price changes before order confirmation.
Shipping Costs
Shipping charges are calculated at checkout based on the chosen delivery method and destination. Shipping prices are also subject to change and may vary depending on location and carrier. Any changes to shipping rates will be reflected during checkout. In general larger orders will save on shipping costs.
Consultation Costs
Consultation fees for medical and related services are listed on our Booking Page. These fees may vary based on the type of consultation and practitioner. We offer competitive pricing for consultations, and periodic special offers may apply.
Standard Consultation Rates
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BULK BILLED Consultations: $0 - No cost to patient* (conditions apply)
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FREE Eligibility and Registration Consultation: $0 - No cost to patient*
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INITIAL Doctor Consultation: (Was $198*)
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On special: Free* (In-Clinic) / $150* (Telehealth)
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FOLLOW-UP Doctor Consultation: $78*
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On special: Free* (In-Clinic) / $49* (Telehealth)
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Additional Fees
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SAS Prescription to External Pharmacies: $40* (additional to consultation fee per prescription)
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Other Administration Fees: Quoted prior to work being completed
Bulk Billing & Rebates
Bulk billing and Medicare/DVA rebates are subject to regulatory conditions and cannot be guaranteed. Additional consumables, products, therapies, prescription items, or services may be charged separately and may not be covered by bulk billing or Medicare rebates.
Longer Consultations & Special Requests
For extended consultations or services outside of standard offerings, additional fees will apply based on time spent. Administrative fees may also apply for non-clinical staff or agents to handle special requests or reviews. These will be quoted in advance.
Payment Processing, Refunds, Dispensing, Product Pricing & Availability
Payment and Refund processing times: These are subject to bank and payment gateway terms, conditions and time frames. Bank refunds can vary from time to time, and can vary from immediate to 1-5 business days. Please see our Refunds Policy.
Cart Reminder: Ensure your account details are correct for payment to process. You may need to check your Member account page. Please contact us if any issues.
Dispensing Reminder: Please allow adequate time for orders to be processed and couriered. We recommend patients have a minimum of 2 week supply in reserve to avoid issues with supply chain delays.
Product Pricing and Availability: Products are available subject to suppliers and valid prescription. Prices are subject to change due to costs involved and supplier price. EMC Clinic will work to provide a wide range of options, alternative options if required, and swift refund if there is a product supply issue.
No Shows
Book an In-Clinic Consultation through our booking link. The consultation fee may be charged at booking but refunded upon arrival. No-shows will be charged the consultation fee.
Standard Fee Schedule
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Brief Doctor Consultation: $49* (<7 mins)
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Routine Doctor Consultation: $78* (<15 mins)
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Long Doctor Consultation: $198* (<30 mins)
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Extended Doctor Consultation: $299* (<60 mins)
*All bookings are made online via our booking system. Please refer to the available options when scheduling your consultation.
Privacy Policy
Privacy Policy
At EMC Clinic, one of our main priorities is the privacy of our visitors. This Privacy Policy document contains types of information that is collected and recorded by EMC Clinic and how we use it. We collect and use personal information only to the extent allowable by law, particularly the Privacy Act 1988 (Cth) and the Australian Privacy Principles, which EMC Clinic is subject to. Be aware that our website may contain hyperlinks to third party websites that are not managed by us, and therefore are not subject to this Privacy Policy.
If you have additional questions or require more information about our Privacy Policy, do not hesitate to contact us through email at emcclinic@australani.com.au
Personal Information
‘Personal information’ referred to in this Privacy Policy consists of any information or opinion that identifies you or that will enable your identity to be reasonably ascertained. Personal information can include your name, contact details such as your residential or postal address, email address, date of birth or your telephone number and information about your health and any medical conditions. Information which cannot be reasonably linked to your identity (e.g. IP address, browser information, favourite websites or the number of users of a website) does not constitute personal information and is not regulated by the Privacy Act 1988 (Cth).
EMC Clinic collects and stores personal information about its customers, medical and allied healthcare professionals and members of the public. The personal information that we collect is primarily related to our products and services. You should be aware that your use of this website does not reveal your identity. If you wish to register for our personalised services, we will ask you for your name and other personal details. You are entirely free to decide whether or not to supply this information. However, if you choose not to provide your personal information to us, this may affect our ability to provide personalised products and services to you. The personal information collected may vary depending on your particular interaction with EMC Clinic but will be limited to the information necessary to record and manage our interaction with you or as permitted or required by law. By providing personal information and/or continuing to engage with EMC Clinic, you consent to your personal information being collected, used and disclosed in accordance with this Privacy Policy.
Collection of information
Each time you visit our website, our web servers automatically save the name of your browser and operating system, your IP address, your Internet Service Provider, the website from which you accessed our website, the webpages you visit while with us and the date and time you spend on our website. EMC Clinic servers save this information for security purposes. We may also evaluate anonymous or de-identified data sets for statistical purposes. Personal information may be collected through our website (e.g. through online forms), telephone enquiries or adverse reaction reports. We will only collect personal information that you provide us, and you are entirely free to decide whether or not to supply this information. If you contact us, personal information about you may be collected. Personal information that may be collected about you includes: your name and contact details (e.g. address, telephone number, business and professional details (if applicable) etc.); the nature of your enquiry or adverse reaction report; and other details about you that might be relevant, such as your age, gender and medical condition or medical treatment.
If you contact us by telephone, this information may be collected by EMC Clinic as a recorded voice message where our staff are temporarily unavailable to answer a call and you choose to leave a voice message. You are entirely free to decide whether or not to give us this information.
Use of information
EMC Clinic may use personal information for the primary purposes for which it is collected or for other related purposes as permitted by law including the following purposes, where applicable: to provide you with the medical treatment under the program which you have signed up for with EMC Clinic; maintaining a record of medical enquiries, product complaints and adverse events and to comply with our reporting obligations to relevant regulatory authorities like the Therapeutic Goods Administration. This information will also be used to monitor, assess and improve our products and services; to provide further information regarding our products or
services (including advice) that you have requested; to provide you with material on our activities and products that may be of interest to you, which you are entitled to opt out of receiving at any time; to notify you of matters that we are required by law to notify you of (e.g. product recalls); monitoring and reviewing our compliance with relevant regulations and codes of conduct; and generating customer lists for the purposes of market research.
We may use personal information supplied by those who make a specific request to assist us in providing ongoing information about products and services and for other purposes for which we have your prior agreement. For one or more of the above purposes, EMC Clinic may disclose your personal information to: service providers within Australia (including an Australian registered medical practitioner who will monitor your health conditions and provide tailored prescriptions; and a registered pharmacist who will dispense our products under the prescription); and regulatory authorities, within or outside of Australia, as required by law. Our staff and service providers who handle or obtain personal information are subject to obligations of confidentiality and privacy under the Privacy Act 1988 (Cth), any applicable privacy laws and this Privacy Policy. We will only use information that is not personal information, such as IP addresses, for security purposes, systems administration, to enforce compliance with our Terms of Use and to protect our products, services and website. De-identified information may also be used to comply with our reporting obligations under the Therapeutic Goods Act 1989 (Cth).
Cookies
Cookies are small data files which are placed on your computer by web servers when you visit certain websites. This website uses cookies to allow us to identify regular visitors and collects information about your usage of the website. They do not collect nor store any personal information. Cookies in and of themselves do not personally identify users, although they do identify a user’s browser. Most browsers are set to accept cookies automatically. However, you can turn off the ‘Save Cookies’ function or set your browser so that it informs you whenever cookies are transmitted.
Online Privacy Policy Only
This privacy policy applies only to our online activities and is valid for visitors to our website with regards to the information that they shared and/or collect on EMC Clinic. This policy is not applicable to any information collected offline or via channels other than this website.
Amendments to Privacy Policy
This Privacy Policy was last updated December 2023. If there will be any update, amendment, or changes to our Privacy Policy then these will be posted on this page. We reserve the right to amend this Privacy Policy at any time. Visitors to this website are responsible for consulting this page on a regular basis to inform themselves of any amendments that may have been made. The amended Privacy Policy will apply between us whether or not we have given you specific notice of any change.
Consent
By using our website, you hereby consent to our Privacy Policy and agree to its Terms and Conditions.
Refund Policy
Consultation cancellations
Your appointment is important to us and is reserved specifically for you. We understand that life can sometimes get in the way and changes and cancellations may be necessary.
Should you need to make changes to your appointment, we kindly ask that you provide a minimum of 48 hours’ notice.
This policy is in place to allow us to provide the necessary team to consult and support you, as per Australian Consumer law.
Less than 24 hours notice: You will be charged a cancellation fee equal to the cost of the consultation for any missed or cancelled appointments where you have provided less than 24 hours notice.
Consultation refunds for “no shows” to the appointment
EMC Clinic schedules timeslots with medical practitioners at the time of booking and incurs a consultation fee. This consultation fee is charged at the time of booking and is non-refundable.
Consultation refunds for no prescription or no TGA/State/Territory approval
Before and during the consultation the medical practitioners may request certain clinical evidence of your presenting condition including current medications. This is to allow them to feel confident that what they may be prescribing for your condition will be safe and the treatment plan appropriate for your condition. If you do not have current results, then the medical practitioner may write you a referral for you to undertake additional testing. It is your responsibility to undergo testing at your own convenience. The results should be sent directly to us which will be added to your private records. Should the medical practitioner suggest in the consultation that they will need to wait for these results another appointment will need to be scheduled. This is entirely dependent on the results being received.
No refunds are offered if you do not receive a prescription because the medical practitioner has deemed you are unsuitable at this time.
Following consultation with the medical practitioner certain prescriptions require regulatory approvals which are assessed by the Therapeutic Goods Administration (TGA) or State/Territory regulators. There are no guarantees that the TGA or State/Territory regulators will grant approval for a prescription, although we find if thoroughly investigated by the medical practitioner in the consultation this assists greatly with these applications. If the TGA or State/Territory regulators rejects your application by the medical practitioner the consultation fee is not refundable.
Rewards and Loyalty Program Policy
This Rewards and Loyalty Program invites registered patients and customers to earn rewards through various activities. By participating, members agree to the terms outlined in this policy, subject to final approval by EMC Clinic.
Eligibility
Open to registered members in good standing. EMC Clinic reserves the right to review and approve all memberships.
Membership Levels
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Standard Membership: Automatic enrollment upon registration.
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Premium Memberships: Subject to terms set from time to time.
Members can earn points through:
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Orders: Earn points for every dollar spent.
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Referrals: Gain rewards for successful referrals.
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Engagement: Activities like feedback and event participation.
Redemption
Points can be redeemed for discounts, free shipping, or other eligible services. A minimum point balance may be required for redemption.
Referrals
Members who refer friends that order within the qualifying period qualify for awards notified at that time.
Program Changes
EMC Clinic reserves the right to modify or void the program or any point balance at any time without notice.
Fraudulent Activity
Fraudulent activity will result in forfeiture of rewards and possible account suspension.
Forfeit of points
EMC Clinic reserves the right to modify any point balance at any time without notice due to customer suspension or cancellation account, or for abusive or rude behavior by a customer.
Final Decision
All decisions related to the Rewards and Loyalty Program are subject to final approval by EMC Clinic and may be voided at its discretion.
Shipping Policy
EMC Clinic patient orders will be delivered to the address provided in your EMC Clinic profile, and will require a signature on receipt. It is recommended you provide a work address for delivery if no one is home during business hours, to avoid your order being sent to the post office for collection.
Due to security issues, the parcel cannot be left unattended. Where no one is home to sign for the parcel, a card will be left detailing the nearest Courier depot/outlet where the parcel can be collected during normal business hours.
Orders will be packaged in plain boxes and unmarked, except with our logomark “A” for privacy and security. They will be dispatched as soon as product payments have been processed.
EMC Clinic will dispatch most orders within one business day, between Monday to Friday (where all items are in stock). Order placed outside of business hours will be processed the next business day.
Order processing and delivery times may vary in peak times such public holidays (Easter/Christmas). Please allow sufficient time for ordering and delivery of your prescription medicines so you do not run out.
EMC Clinic does not split-ship orders, so orders waiting on backordered items can be delayed until any backorder items arrive. To avoid this type of delay please put backorder items in a separate order.
Postage and Handling
All Shipping and Express Courier shipping within Australia has time frames that vary with demand and factors outside of the control of EMC Clinic. Please note most courier service do not process on the weekend or holidays.
Shipping and postage costs are calculated at checkout and can vary over time. EMC Clinic strives to get the best price and options to patients. Free shipping offers may vary from time to time. Please select Express Shipping if you would like the fastest option.
Backorders from suppliers will take longer to arrive at EMC Clinic to dispense and dispatch to customers. Backorders can take 1 to 7 days to arrive at EMC Clinic before we can dispatch to customers, however this time may vary and is out of the control of EMC Clinic. Allow enough time from the date we ship your order (depending on where you live in Australia).