The short answer (and why there's confusion)

Think of this as the standard tool of communication between your boss and your doctor, so everybody's on the same page about what happened when and what we're doing about it. Rather than having lots of different ways of explaining things and details getting lost in translation. The process is standardised, so everyone is on the same page and we can all work together to make sure you're getting the entitlements you deserve as well as the appropriate care so you can get back to being healthy.

What the rules actually say in NSW

You might have heard of SIRA, aka, State Insurance Regulation Authority. They're the government group that looks after all the administration, and they act under something called the Workers' Compensation Act of 1987

. They have clearly stated that the initial certificate must be completed by a registered medical practitioner, and that's usually your GP, but it can actually be any registered medical practitioner. All of the certificates after that are usually by any other doctor; any specialist can do the certificate because they are also registered doctors*.

How a telehealth WorkCover consultation works

This is a question that people ask and are often wondering about, but the truth is that a telehealth consultation for work cover is no different to any other regular telehealth consultation. Your doctor should follow the rules set out by the regulator and ask for your ID at the start. It can happen by phone, but certainly at Claims Doctor we prefer them to be video first, because we can get a lot more information and develop a relationship much easier than simply doing it by phone. However, I do understand that sometimes video is not possible, and it does need to be done on the phone, and that can be done in exceptional cases.

What you need to have ready before your appointment

Really just bring yourself and a positive attitude, and that's about it. If you have any preference for other healthcare professionals that you might want to have involved, it could be useful to have that information beforehand. Obviously, having your GP's details is important. Probably wouldn't hurt to have your claim number, your name, and your insurer's name. I've put these things together in a list to make it easier for you. 

What you need before your appointment:

• Claim number and date of injury

• Which company does your employer use for insurance?

• The names, addresses, phone numbers, emails of any other interested parties, like your GP, your case manager, preferred healthcare professionals.**

• Medicare card or number

The truth is that none of these items are that essential, and really you could just rock up by yourself and that would be fine, but having them would probably make things run a bit more efficiently and not waste your time as much.

Is a telehealth certificate as valid as an in-person one?

Essentially, there is no difference between a certificate issued in person or online in New South Wales. As a matter of fact, I don't think you could even tell the difference between the two certificates side by side. The first step is to book a consultation with your Doctor.
What happens after you receive your certificate
This varies depending on the sequence of events. Most times, you fill out a section that says "for the patient", and you pass it on to your employer to fill out their section before it gets finally passed on to the insurer.

When telehealth might not be the right option

There are a few situations where it might not be appropriate, for example in some psychiatric situations or if there's physical signs and symptoms that need to be assessed. By and large, in our experience, this is more of the exception than the rule. The easiest way, if you're unsure, is to contact us at our office, and our staff would be happy to see whether telehealth is right for you.


Not sure if telehealth is right for your situation? Give us a call and we’ll work it out together.

References

https://www.sira.nsw.gov.au/workers-compensation
https://rosemedical.com.au/info-hub/why-workers-compensation-medical-certificates-cant-be-issued-via-telehealth/.
https://www.medicalboard.gov.au/Codes-Guidelines-Policies/Telehealth-consultations-with-patients.aspx
https://www.sira.nsw.gov.au/__data/assets/pdf_file/0007/1392289/General-practitioner-rates-effective-1-Nov-2025.pdf

*Some Neurosurgeons have also been described as god-like in the literature.