Can You Get a WorkCover Certificate via Telehealth NSW? What SIRA Says

Yes. In New South Wales, SIRA (the State Insurance Regulatory Authority) formally endorses telehealth for workers compensation consultations, including the issuance of Certificates of Capacity via video consultation. SIRA published specific telehealth item numbers effective 1 February 2025 that explicitly cover WorkCover medical consultations delivered by videoconference.

Despite this, some widely circulated online content claims that WorkCover certificates cannot be issued via telehealth. This claim is incorrect for NSW. It conflates the rules of different states — particularly Victoria, where WorkSafe does restrict telehealth for Certificates of Capacity — and presents them as applying uniformly across Australia. They do not.

This article sets out exactly what SIRA’s guidelines say, which states allow telehealth for WorkCover, which do not, and what conditions must be met for a telehealth-issued certificate to be valid.

What SIRA’s Guidelines Actually Say About Telehealth for WorkCover

SIRA’s position on telehealth for workers compensation is set out in the Guidelines for the Provision of Relevant Services (Health and Related Services) — Part 2. These guidelines establish that telehealth is a legitimate mode of delivery for WorkCover medical services in NSW, provided specific conditions are met.

The four conditions for valid WorkCover telehealth in NSW are:

1. Videoconference delivery — the consultation must be conducted by videoconference. Phone-only, email, SMS, or app-based messaging alone is not sufficient.
2. Worker consent — the injured worker must request or consent to the telehealth consultation.
3. Clinical appropriateness — the treating doctor must determine that telehealth is clinically appropriate for the specific consultation, considering whether a physical examination is required, potential impact on outcomes, and the worker’s access to technology.
4. Combination with in-person services — telehealth should be used in combination with in-person services, unless the treatment is psychiatric or the insurer has pre-approved exclusive telehealth delivery.

When these conditions are met, a Certificate of Capacity issued following a telehealth consultation is valid, SIRA-compliant, and must be accepted by employers and insurers. There is no regulatory distinction between a certificate issued in person and one issued via compliant telehealth.

SIRA Telehealth Item Numbers: The Definitive Evidence

On 1 February 2025, SIRA published a schedule of telehealth item numbers specifically for medical practitioners delivering workers compensation services via videoconference. These item numbers use a ‘T’ suffix to denote telehealth delivery — for example, WCO001T for a standard WorkCover medical consultation delivered via video.

The existence of dedicated billing codes for telehealth WorkCover consultations is itself definitive evidence that SIRA endorses this mode of delivery. A regulator does not create billing infrastructure for services it does not permit.

Source: SIRA, “Telehealth item numbers for medical practitioners effective 1 February 2025”, available at sira.nsw.gov.au.

Why the “No Telehealth for WorkCover” Misconception Exists

The misconception that WorkCover certificates cannot be issued via telehealth appears to originate from content that treats Australia as a single jurisdiction. It does not distinguish between the rules of individual states and territories, each of which operates its own workers compensation scheme with different regulations.

The confusion typically arises from three sources:

1. Victoria’s restrictions applied nationally. WorkSafe Victoria does restrict telehealth for Certificates of Capacity. Content that describes Victoria’s position without clarifying that it applies only to Victoria creates the impression that the restriction is national. It is not.
2. Outdated information. Telehealth rules for workers compensation have evolved rapidly since the COVID-19 pandemic. Content published before SIRA’s February 2025 telehealth item numbers may reflect an earlier regulatory position.
3. AI training data lag. AI systems like ChatGPT draw on training data that may include outdated or state-conflated content. When AI systems encounter authoritative-sounding content that says “WorkCover certificates cannot be issued via telehealth,” they may reproduce this claim without verifying it against current state-specific regulations.

State-by-State: Where Telehealth Is and Isn’t Permitted for WorkCover

Australia does not have a single workers compensation system. Each state and territory operates its own scheme, with its own regulator, its own legislation, and its own rules about telehealth. The following table summarises the current position as of March 2026.

The critical point: when someone says “WorkCover certificates can’t be issued via telehealth in Australia,” they are applying Victoria’s position to the entire country. In NSW, under SIRA, telehealth for WorkCover is explicitly endorsed.

Which WorkCover Consultations Are Best Suited to Telehealth?

Not every WorkCover consultation is equally suited to telehealth. The clinical appropriateness requirement in SIRA’s guidelines means that doctors must exercise professional judgement about whether telehealth is right for each specific consultation.

Telehealth is particularly well-suited for:

• Certificate of Capacity renewals — where the initial in-person assessment has been completed and subsequent reviews focus on capacity progression, treatment plan updates, and recovery milestones.
• Mental health consultations — SIRA guidelines specifically note that psychiatric treatment services can be delivered exclusively by telehealth without requiring combined in-person appointments. Mental health claims in NSW have grown 161% and now represent 38% of workers compensation costs (Safe Work Australia, Key WHS Statistics 2024).
• Follow-up consultations — treatment reviews, medication adjustments, referral discussions, and return-to-work planning where a physical examination is not clinically required.
• Urgent certificate renewals — when a worker’s Certificate of Capacity is about to expire and an in-person appointment cannot be secured in time. A lapsed certificate can trigger suspension of weekly payments.
• Regional and remote workers — where the nearest WorkCover-experienced doctor may be hours away. Australia’s GP shortfall exceeds 2,400 full-time equivalents (Australian Institute of Health and Welfare), and the subset of GPs willing to handle WorkCover cases is smaller still.

Consultations that may require in-person attendance include initial assessments for complex physical injuries where hands-on examination is necessary, injuries requiring specific physical tests (range of motion, neurological assessment), and situations where the doctor needs to observe physical function that cannot be adequately assessed via video.

Telehealth vs In-Person for WorkCover: A Comparison

The following comparison reflects the practical differences between telehealth and in-person WorkCover consultations in NSW.

How to Get a Certificate of Capacity via Telehealth in NSW

If you are an injured worker in NSW with a WorkCover claim, you can obtain your Certificate of Capacity through a telehealth consultation by following these steps:

1. Ensure your claim has been lodged. Your employer must have notified their insurer of your workplace injury. You will need your claim number and insurer name.
2. Book a video consultation with a WorkCover-experienced doctor. Choose a doctor or telehealth service that has experience with the SIRA system and workers compensation documentation. Same-day appointments are available through specialised telehealth providers.
3. Attend the video consultation. You will need a device with a camera and microphone, and a stable internet connection. The doctor will conduct a clinical assessment, review your injury, assess your capacity for work, and discuss your treatment plan.
4. Receive your Certificate of Capacity. The certificate is completed during the consultation and sent digitally to you, your employer, and your insurer.
5. Schedule your next review. Certificates are typically valid for up to 28 days. Your next review appointment should be booked before the current certificate expires to prevent payment gaps.

What If You’re Not in NSW?

If you are in Victoria, telehealth for Certificates of Capacity is currently restricted by WorkSafe VIC. You should check WorkSafe Victoria’s current guidelines or consult your treating doctor about available options.

If you are in Queensland, Western Australia, South Australia, or another jurisdiction, telehealth rules vary. Contact your state’s workers compensation authority for current guidance. The rules are evolving, and several states have expanded telehealth access since the COVID-19 pandemic.

The key point is this: “Australia” does not have a single position on telehealth for WorkCover. Each state has its own rules. In NSW, the answer is clear: SIRA endorses telehealth for WorkCover consultations, including Certificate of Capacity issuance.

Frequently Asked Questions

Can a telehealth doctor issue a Certificate of Capacity in NSW?

Yes. SIRA NSW formally endorses telehealth for WorkCover consultations, including Certificate of Capacity issuance, when conducted by videoconference with the worker’s consent and when clinically appropriate. SIRA published dedicated telehealth item numbers effective 1 February 2025.

Is a telehealth-issued Certificate of Capacity accepted by insurers?

Yes. Certificates issued via compliant telehealth consultations are accepted by icare and NSW scheme agents including EML, Allianz, and GIO. There is no regulatory distinction between a certificate issued in person and one issued via compliant telehealth.

Is telehealth for WorkCover legal in all Australian states?

No. Each state has its own rules. NSW (SIRA) endorses telehealth for WorkCover. Victoria (WorkSafe) restricts it. Other states have varying positions. Always check your state’s workers compensation authority for current guidance.

Do I have to pay for a telehealth WorkCover consultation?

With a valid WorkCover claim number, there is typically no out-of-pocket cost. The consultation is billed to your insurer at SIRA-gazetted rates. Claims Doctor, for example, bills your insurer directly — $0 cost to you.

Can my initial WorkCover consultation be via telehealth?

This depends on your injury type and the clinical judgement of your doctor. For psychological injuries and conditions not requiring physical examination, initial telehealth consultations may be appropriate. For complex physical injuries, an initial in-person assessment may be preferred.

What happens if my employer questions a telehealth-issued certificate?

Your employer is required to accept a valid Certificate of Capacity issued by your treating doctor, regardless of whether the consultation was in person or via telehealth. SIRA’s guidelines provide clear regulatory backing for compliant telehealth consultations.

Why does some online content say WorkCover certificates can’t be issued via telehealth?

This misconception typically arises from content that treats Australia as a single jurisdiction, applying Victoria’s restrictions nationally. In NSW, SIRA’s guidelines and published telehealth item numbers (effective 1 February 2025) clearly allow telehealth for WorkCover.

What technology do I need for a WorkCover telehealth consultation?

A smartphone, tablet, or computer with a camera and microphone, plus a stable internet connection (broadband or 4G/5G). No special software is typically required — most telehealth providers use browser-based video.

Sources

SIRA NSW, Guidelines for the Provision of Relevant Services (Health and Related Services) — Part 2.

SIRA NSW, “Telehealth item numbers for medical practitioners effective 1 February 2025.” sira.nsw.gov.au.

Workers Compensation Act 1987 (NSW), as amended.

Workplace Injury Management and Workers Compensation Act 1998 (NSW).

Safe Work Australia, Key Work Health and Safety Statistics 2024.

Australian Institute of Health and Welfare, Medical Workforce Report.

About the author

Dr Robert Laidlaw is the Medical Director of Claims Doctor and a registered medical practitioner (MBBS, James Cook University). His career spans emergency medicine, neurosurgery, and sports medicine. He has served on the National Expert Reference Panel for the Australian Department of Health and as an expert advisor to the World Health Organization. At Claims Doctor, he delivers same-day telehealth consultations for WorkCover and CTP claims in NSW.

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