General info
How does it work?
To start we ask you to fill out an online assessment. This assessment is tailored to your specific health concerns and has been created by Australian GP’s to ensure we provide comprehensive evidence based medical care.
Your responses are reviewed by an Australian GP who provides a tailored treatment plan for you to consider. If you’re happy with the plan we create a prescription and send it to our partner pharmacy who sends your treatment straight to your door.
Who can use Candor?
You must be at least 18 years old and an Australian resident to use Candor.
Do I speak directly to the doctor?
Yes. You’ll receive an email from us to connect you to your Candor doctor. Your doctor will explain the treatment plan and provide information about any prescibed medications. You’ll be able to reply to your doctor directly with any additional questions. Our doctors always aim to respond within 24 hours.
Can I claim my treatment on Medicare?
Medicare is not currently compatible with telehealth platforms like Candor, but the landscape is changing fast. We keep our finger on the pulse and will make our users aware of any changes to the Medicare system that may benefit them.
Why do you ask for my photo ID?
In order to provide safe treatment plans we need to verify your identity. We do this using your drivers license or 18+ card. If this is unsuitable for you we can offer other means of identification.
Am I guaranteed a prescription?
No. Just like any other prescription it’s important your Candor GP works with you to determine the best treatment for your unique situation. Consultations and prescriptions are based on best medical practice and Australian General Practice guidelines.
What treatments are available?
Autralian law prevents us from naming specific medications. Treatment plans are based on your needs and medical history. Your Candor GP will review your information and provide you with options for treatment. If there is more than one suitable alternative, you will have the option to choose.
What if I have concerns about my suggested prescription?
You can message your doctor directly if you have any concerns. We aim to provide the most appropriate treatment plan that suits your needs. We will provide you with comprehensive information about any prescriptions prior to shipping.
Can I request a specific treatment?
Yes, you can provide information about personal preferences. This doesn’t guarantee that you will receive this treatment but may help us tailor our plans to suit you better.
How long will it take?
Your consultation will be reviewed by our nursing team within 48 hours to follow up any additional information we may require. In order to progress your consultation quickly we suggest providing a health summary or referral letter. Once we have the required information your Candor GP will discuss plans for treatment options.
Is this safe?
The information we ask you for helps our GPs to thoroughly assess you and provide suitable safe treatment options, just like your regular GP does. All medication has potential risks and side effects and we will inform you of these before we ship your medication to you.
Is it legal?
Yes. Telehealth services are provided by qualified fellowed GPs who hold registration with the Royal Australian College of General Practitioners. Prescriptions are filled by Australian pharmacies.
My medical history has changed, how can I let you know?
It is important you let us know of any changes to your health or any new medications you are taking. This may affect the effectiveness or safety of your treatment plan. You can access your personal details when you log in and make changes from within the online portal.
Pricing & payments
How much is the online visit?
Consult fees differ for each treatment. Our usual consult fee is $15. The exact amount will always be outlined in advance on the consult start page.
How much is the prescription?
Prices for treatment plans vary depending on the medication selected and frequency of refills. This information will be provided to you after your GP reviews your assessment form and you will have the option to choose the right plan for you.
When am I charged?
Fees for prescriptions are charged when you decide on a treatment plan. Refills are charged automatically at the time specified in your plan, unless you request otherwise.
Is Candor a subscription service?
We provide the convenience of automatic refills of your prescription. The timeframe for this varies depending on your medication and you have the option of changing or cancelling this schedule.
We will request an annual review of your assessment questionnaire to ensure safe prescribing, and ask that any changes to your health or medications are communicated to us.
What is your policy on refunds and returns?
Fees for consultations and filled prescriptions are not refundable and we do not accept returns of medications.
Can I just have my prescription?
In most cases, yes. It does depend on the state you live in, as there are some restrictions. Let us know your preferred pharmacies details and we'll co-ordinate with them to get your prescription ready for pick up. Please note, an additional $25 admin fee applies for this option. This is to cover the time it takes to liaise with your selected pharmacy and send your paperwork to them.
Are there any additional fees involved?
Payments made through Candor will usually attract a credit card surcharge of around 2%.
Treatment plans
What issues can you help with?
We currently offer treatment plans for hair loss, insomnia, acne, allergies, ageing skin, erectile dysfunction, cold sores, and genital herpes. We will soon provide consultations for the contraceptive pill, migraines and premature ejaculation.
Can I skip the assessment and just get a prescription?
No. Even if you have had past prescriptions with GPs outside of Candor it’s important that your prescribing Candor GP gets to know you and your medical history before prescribing. We want to provide easy convenient healthcare, but we want to do it safely.
What if my treatment isn’t effective?
Let us know. We’re always happy to discuss your treatment and alternative options if you’re not getting the results you hoped for.
Can I change my dosage?
Possibly. It will depend on your prescription and your unique medical history. If you’re finding you aren’t getting the results you were hoping for let us know and we will do our best to help.
How do I renew my prescription?
Prescriptions are automatically renewed on the schedule you select. We will let you know when your next refill is being prepared and endeavour to ensure you have an uninterrupted supply of the medication you require.
If it has been 12 months since your initial prescription you will be asked to complete a medical questionnaire to ensure the treatment is still suitable and appropriate for you.
Can I pause my plan or change how frequently I get my prescription?
Yes. When you log in to your profile you will have the option to pause your treatment plan. You can also change the frequency of refills for certain prescriptions.
Can I refill early?
Most likely. If you need to refill your prescription earlier than expected please contact us so your Candor GP can review your request. If it is appropriate we will arrange this for you.
What do I do if I experience side effects?
If you are experiencing concerning or life threatening side effects please call 000. We cannot provide emergency services. If you would like to discuss side effects from your medication please contact us and we will endeavour to get in touch within 24 hours. If you need to speak to someone urgently or need a physical examination please contact your regular GP.
Important: If you are experiencing a medical emergency contact 000 immediately
How can I learn more about the prescriptions and side effects?
Australian law restricts us from directly discussing treatment options before you have had a consultation with our GPs.
We aim to provide a number of evidence based prescription and non prescription medications to help treat selected medical conditions. When you are sent your treatment plan we will provide you with detailed information about each treatment, how it works and how to use it.
We will provide comprehensive information on possible side effects and we require that you review this and consent prior to shipping your medication. You will also receive the medication safety information included with your prescription.
Transparency
How is this better than seeing my own doctor?
Candor strongly supports everyone having their own GP. Our doctors work as General Practitioners and understand the value of a regular doctor who can provide comprehensive medical care and continuity. We encourage you to continue to have ongoing medical care with your GP and keep them informed of any medications you are prescribed through Candor.
We also understand that medicine is changing. Online services and telehealth allow doctors to provide convenient consultations to patients and can ease the burden on the demand for GPs. We don’t claim to be able to provide comprehensive general practice care; we can’t examine you or perform procedures, and we don't offer treatment plans for complicated conditions.
What we do provide is simple, discreet, evidence based treatment plans for specific conditions, tailored to your needs.
Can you be my regular doctor?
No. Your health is important and is best cared for by a community GP. While we can help you with certain concerns, we do not provide advice or treatments for medical conditions outside these specific consultations.
For advice about your other health concerns, medications or COVID questions please see your regular GP.
Does Candor own a pharmacy?
No. When you purchase items through Candor we act as the pharmacy's agent for billing purposes. The pharmacies then fill and supply the prescriptions.
How is this better than seeing my own doctor?
Candor strongly supports everyone having their own GP. Our doctors work as General Practitioners and understand the value of a regular doctor who can provide comprehensive medical care and continuity. We encourage you to continue to have ongoing medical care with your GP and keep them informed of any medications you are prescribed through Candor.
We also understand that medicine is changing. Online services and telehealth allow doctors to provide convenient consultations to patients and can ease the burden on the demand for GPs. We don’t claim to be able to provide comprehensive general practice care; we can’t examine you or perform procedures, and we don't offer treatment plans for complicated conditions.
What we do provide is simple, discreet, evidence based treatment plans for specific conditions, tailored to your needs.
Why can’t you tell me what medications I can get?
Under Australian law we aren’t able to tell you specifically what medications we offer until you have had a consultation with one of our GPs. You will be fully informed and given opportunity to discuss the medication options before paying for a prescription.
What if I want to speak to my Candor doctor?
You can! While we endeavour to provide online consultations, we understand that you may have questions or want to discuss your unique situation. This can be done through your account with your Candor GP.
Can I get good health care without speaking to a doctor?
Yes. Your medical care is being provided by fully qualified specialist GPs. The only difference is the way we use technology to make it easier for you.
What doctors are involved?
Candor is supported by fully qualified Australian doctors.
What pharmacies are involved?
Candor partners with independent Australian pharmacies.
If you are a pharmacy and would like to learn more about partnering with Candor please contact us at info@candor.org
Shipping
How much is shipping?
There are usually no additional charges for shipping. However products that need to be signed on delivery incur a $19 cost for express shipping. This will always be outlined ahead of time.
How long does it take?
Once the pharmacy receives your prescription it generally takes 1-2 days to fill. We’ll send you an email with an AusPost tracking number once it ships.
Can I change my shipping address?
Yes. Shipping details can be changed in your account page.