Terms of Service

These Terms of Service (“Terms”) govern your use of the Claims Doctor website (claimsdoctor.com.au) and the telehealth medical services provided by Claims Doctor, a trading name of Health Data Research Pty Ltd (ABN 39 674 905 376). By booking a consultation or using our services, you agree to these Terms in full.

1. About our services

Claims Doctor provides same-day telehealth medical consultations for the purpose of issuing WorkCover Certificates of Capacity and CTP Certificates of Fitness under NSW legislation. Consultations are conducted by registered medical practitioners via video call.

Claims Doctor is not an emergency service. If you are experiencing a medical emergency, call 000 immediately.

2. Eligibility

To use our services, you must:

• Be located in New South Wales at the time of consultation;
• Have an existing WorkCover or CTP claim, or be seeking to lodge one;
• Be 18 years of age or older (or have a parent or guardian book on your behalf);
• Have access to a device with a camera, microphone, and stable internet connection suitable for a video consultation.

3. Booking and attendance

Bookings are made through our online booking system. By booking a consultation, you agree to attend at the scheduled time. If you need to cancel or reschedule, please do so at least 2 hours before your appointment time. Repeated no-shows may result in a cancellation fee or restriction from future bookings.

4. Patient responsibilities

You agree to:

• Provide accurate, complete, and truthful information about your identity, claim, injury, and medical history;
• Present for the consultation in a private setting suitable for a medical consultation (not while driving, in a public place, or in any situation where your privacy or safety may be compromised);
• Comply with reasonable requests from the treating doctor during the consultation;
• Understand that certificates are clinical documents based on the treating doctor's independent medical judgement, and that clinical findings may differ from your expectations.

5. Telehealth consent

By booking and attending a consultation, you consent to the delivery of medical services via telehealth (video consultation). You acknowledge that:

• Telehealth has inherent limitations compared with an in-person consultation, including the inability to perform a physical examination;
• The treating doctor may determine that a telehealth consultation is not appropriate for your situation and may refer you for an in-person assessment;
• AI-assisted clinical note-taking tools may be used during your consultation to assist with documentation. You will be informed at the start of the consultation and may opt out;
• Consultations may be recorded for clinical documentation and quality assurance purposes with your informed consent.

6. Fees and billing

6.1 Insurer-billed consultations

Where you have a valid claim number with an accepted WorkCover or CTP claim, consultations are billed directly to your insurer. You will not be charged an out-of-pocket fee for these consultations.

6.2 Self-funded consultations

Where a claim number is not yet available, has been declined, or where the consultation falls outside the scope of insurer-funded services, an upfront consultation fee may apply. The fee will be communicated to you before your appointment. Payment is processed securely through our third-party payment provider.

6.3 Cancellation fees

Cancellations made less than 2 hours before the scheduled appointment time may incur a cancellation fee. The amount will be communicated at the time of booking.

7. Medical certificates and reports

Certificates of Capacity and Certificates of Fitness are issued in accordance with SIRA guidelines and the treating doctor's independent clinical judgement. Certificates reflect the doctor's medical opinion at the time of consultation and may not align with the expectations of patients, employers, insurers, or legal representatives.

Claims Doctor does not guarantee any particular outcome, recommendation, or content on a certificate. Certificates are clinical documents, not advocacy documents.

8. Nominated Treating Doctor (NTD)

If you elect to nominate the treating Claims Doctor practitioner as your Nominated Treating Doctor under the Workers Compensation Act 1987 (NSW), you acknowledge that this is a clinical relationship governed by SIRA requirements and that the NTD may be changed at your request at any time.

9. Privacy

Your personal and health information is collected, used, stored, and disclosed in accordance with our Privacy Policy, the Privacy Act 1988 (Cth), and the Health Records and Information Privacy Act 2002 (NSW).

10. Intellectual property

All content on the Claims Doctor website — including text, graphics, logos, images, and software — is the property of Health Data Research Pty Ltd or its licensors and is protected by Australian intellectual property laws. You may not reproduce, distribute, or create derivative works from our content without written permission.

11. Limitation of liability

To the maximum extent permitted by law, Claims Doctor (including its directors, employees, and contracted practitioners) will not be liable for any indirect, incidental, special, consequential, or punitive damages arising from or in connection with your use of our services.

Nothing in these Terms excludes or limits any consumer guarantee under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)) or any right or remedy that cannot be excluded or limited by law.

Where our liability cannot be excluded, it is limited to re-supply of the service or payment of the cost of re-supply.

12. Indemnity

You agree to indemnify and hold harmless Claims Doctor and its officers, employees, and contractors from any claim, loss, damage, or expense (including reasonable legal costs) arising from your breach of these Terms, your provision of false or misleading information, or your misuse of our services.

13. Termination

We reserve the right to refuse or terminate services to any individual who provides false information, behaves abusively toward staff or practitioners, repeatedly fails to attend booked consultations, or otherwise breaches these Terms.

14. Dispute resolution

If you have a complaint about our services, please contact us at contact@claimsdoctor.com.au or call (02) 7257 7918. We will endeavour to resolve complaints within 30 days. If a dispute cannot be resolved, either party may refer the matter to mediation before commencing formal legal proceedings.

15. Changes to these Terms

We may update these Terms from time to time. Material changes will be posted on this page with an updated “Last Updated” date. Your continued use of our services after changes are posted constitutes acceptance of the revised Terms.

16. Governing law

These Terms are governed by and construed in accordance with the laws of New South Wales, Australia. You submit to the non-exclusive jurisdiction of the courts of New South Wales.

17. Contact

If you have any questions about these Terms, contact us at contact@claimsdoctor.com.au or call (02) 7257 7918.

Claims Doctor · claimsdoctor.com.au · ABN 39 674 905 376 · Level 1/457-459 Elizabeth Street, Surry Hills NSW 2010