Candor FAQ's
Depending on which service you're using, a referral or recent health summary is often required for our doctors to safely assess your treatment options, and having these documents upfront can help avoid delays. However, you don’t need them to begin.
You can still complete and submit your intake form. If any documents are needed, our clinical team will let you know what to provide and how to access it, so the process keeps moving smoothly.
Australian regulations require that treatment options and side-effect information are only discussed after a clinical assessment with a doctor. This ensures any guidance is accurate and relevant to your health needs.
If a doctor recommends a medication as part of your treatment plan, you’ll receive detailed information about how it works, how to use it, and any potential side effects. You’ll have the opportunity to review this information and ask questions before deciding whether to proceed. Medication safety information will also be provided with your prescription.
Yes. All of the treatment options discussed at Candor can be legally prescribed in Australia when a doctor determines they are clinically appropriate for an individual patient. All prescriptions issued through Candor follow Australian prescribing laws and are dispensed by licensed Australian pharmacies.
Patients remain responsible for understanding how any prescribed treatment may affect legal responsibilities, including driving, work, travel and other safety requirements.
Our nursing team will review your Patient Intake Form as soon as possible and may contact you if we need additional information before booking you with a prescriber. Providing a health summary or referral (if you already have one) can help prevent delays. Once everything is ready, you’ll receive an email with a link to book your phone consultation at a time that suits you.
You’re welcome to share any treatment experiences or preferences during your consultation, however prescriptions cannot be requested and are not guaranteed. Your doctor will determine whether any option is clinically appropriate for you, based on your medical history and individual circumstances.
Australian advertising laws prevent any medical clinic from naming or promoting specific prescription treatments online. Instead, your doctor will consider your medical history and current needs to determine what may be clinically appropriate for you.
If more than one suitable option exists, your doctor will explain each one so you can make an informed decision together.
No. As with any medical consultation, prescriptions are only provided if a doctor determines they are appropriate for your individual circumstances. All treatment decisions are made in line with clinical best practice and Australian prescribing guidelines.
To provide legally compliant healthcare, we must verify that we’re treating the correct person. A valid driver’s licence or government-issued ID is the quickest way to confirm your identity. If you don’t have this available, our team can help arrange an alternative form of verification.
Yes. Once your intake form has been reviewed, you’ll receive an email with a link to book a phone consultation with an Australian-registered prescriber. During the call, they will discuss your needs and assess whether any treatment options are suitable for you.
After your consultation, you can chat with our clinical team through your Candor account. If your prescriber needs to weigh in, we’ll reopen a secure direct chat with them so you can get the information you need.
You must be at least 18 years old and an Australian resident to use Candor.
To start, you’ll complete a Patient Intake Form tailored to your specific health concerns. Your intake is reviewed by a member of our clinical team, who may contact you via secure chat if anything needs clarification, including requesting paperwork such as a referral or health summary where required. Once everything is in order, you’ll be sent a link to book in for a phone consultation with an Australian-registered doctor.
During your consultation, your doctor will discuss your needs and assess whether any treatment options are appropriate for you. If a prescription is provided, medication can be ordered through your secure Candor account and dispensed by a pharmacy experienced in this area of care.
Pricing and process
A quick look at how costs work, so there are no surprises along the way.
Some payments made through Candor will attract a card processing surcharge of around 1.75% + 20c.
Fees for consultations and filled prescriptions are not refundable and we do not accept returns of medications.
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.
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.
Scripts and delivery
The practical bits that follow after your consultation.
Yes. Shipping details can be changed in your Candor account page.
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.
Shipping is free for orders over $300 and only $10 for orders under that amount.
If you’d prefer your prescription to be sent to a pharmacy of your choice, this is possible in most cases, depending on the regulations in your state. Please contact the support team via the chat function in your Candor account to request this.
Current patients
Useful information for anyone already working through their treatment plan. Sign in to chat directly with our patient care team.
If you are experiencing a medical emergency or severe side effects, call 000 immediately. Candor cannot provide emergency care.
For non-urgent concerns or questions about your treatment, please contact us through your Candor account. Our clinical team will review your message and respond as soon as possible. If you need urgent in-person assessment, please visit your regular GP or local medical service.
This will depend on your prescription and individual medical history. If you feel your current treatment isn’t working as expected, let us know. We’ll review your situation and work with you to find the most appropriate next steps.
Let us know. We’re always happy to review your progress and explore alternative options if your current treatment isn’t meeting your needs.
No. Even if you’ve previously received treatment elsewhere, every new Candor patient completes an intake so our doctors can review up-to-date medical information before prescribing or recommending care. This helps ensure treatments remain clinically appropriate and compliant with Australian prescribing regulations.
It’s important to keep us informed of any new medications or changes to your health, as these may affect your current treatment plan. You can update your details anytime by logging in to your Candor account and editing your information within the secure patient portal.
Your Candor account includes direct chat with our clinical team, so you can get answers quickly and privately. If your question needs a doctor’s input, we’ll reopen a secure chat with your prescribing doctor so you can get the clarity you need before moving forward.
Transparency
Simple and candid information about what sits behind our service.
All care at Candor is provided by Australian-registered prescribers with experience in telehealth and the specific services we offer. Our clinical team is based across Australia, ensuring patients receive evidence-based guidance and safe prescribing in line with national standards.
In line with TGA regulations that apply to all medical clinics in Australia, prescription-only medicines can only be discussed after a doctor has assessed your health needs. Following your consultation, your doctor will explain any options that may be suitable, including how they work, potential risks and costs, so you can make an informed decision before proceeding.
No. Candor does not own or operate a pharmacy. When you place an order through your Candor account, we facilitate payment on behalf of independent Australian pharmacies that dispense and supply your prescription.
No. Your regular GP plays an essential role in managing your broader health and providing in-person care when needed. Candor supports specific health concerns that can be safely managed via telehealth, but we don’t offer comprehensive general practice services.
If you have health concerns outside of the services we offer, or for questions about treatments not prescribed by your Candor doctor, please seek guidance from your regular GP.
Candor is designed to complement, not replace, the care you receive from your usual GP. We can’t examine you in person or manage complex or ongoing conditions, and we don’t provide comprehensive general practice care.
What we can do is offer convenient, discreet telehealth consultations for specific health needs that can be safely managed remotely. We always encourage you to keep your GP informed of any treatments prescribed through Candor, so your overall care stays coordinated.
Still have questions?
