Safety Information

Last updated: August 2026

This Safety Information page contains important information about the telehealth services provided through the Ignova Health Pty Ltd platform. Please read this page carefully before proceeding with any consultation or treatment. By using our services, you acknowledge that you have read and understood the information set out below.

In this Safety Information, "we", "us" or "our" means Ignova Health Pty Ltd ABN 91 696 762 213.

Emergency Information

If you are experiencing a medical emergency, call 000 immediately.

Our telehealth platform is not an emergency service and is not suitable for urgent or life-threatening medical situations. If you require emergency medical care, you should:

Call 000 for an ambulance, police, or fire service;
Go to the emergency department of your nearest hospital; or
Contact your general practitioner or an after-hours medical service for urgent (but non-emergency) medical needs.

For mental health crises, you can also contact:

Lifeline: 13 11 14 (24-hour telephone counselling);
Beyond Blue: 1300 22 4636; or
Healthdirect Australia: 1800 022 222 (24-hour health advice line staffed by registered nurses).

Do not rely on our platform for emergency care. Time-critical conditions require immediate in-person medical attention.

Important Medical Disclaimer

The information provided on this website, in our communications, and through our telehealth consultations is for general informational purposes only. It is not a substitute for professional medical advice, diagnosis, or treatment.

You should always seek the advice of a qualified healthcare professional regarding any medical condition or treatment. Never disregard professional medical advice, or delay in seeking it, because of something you have read on this website or discussed during a telehealth consultation.

This website is an advertisement for telehealth services. The information provided does not constitute a recommendation for any particular treatment, and no therapeutic outcome is guaranteed. Individual results may vary, and all treatment decisions are made on a case-by-case basis.

Reliance on any information provided by Ignova Health Pty Ltd, our website, or our affiliated practitioners is solely at your own risk.

Qualifications of Our Practitioners

All medical care provided through the Ignova Health platform is delivered by healthcare professionals who are registered with the Australian Health Practitioner Regulation Agency (AHPRA). Each practitioner holds current registration in their relevant field and is subject to the professional standards, codes of conduct, and regulatory requirements set by AHPRA and the relevant National Board.

Our practitioners include registered medical practitioners (doctors) who are qualified to assess, diagnose, and prescribe where clinically appropriate. They operate within the scope of their professional registration and the guidelines established by the Medical Board of Australia.

Ignova Health Pty Ltd operates as a platform facilitating access to these independent practitioners. The clinical decisions made during your consultation are the responsibility of the treating practitioner, not Ignova Health Pty Ltd as a corporate entity. We provide administrative, operational, and technological support only.

Payment Does Not Guarantee a Prescription

The fee you pay when booking a telehealth consultation covers the practitioner's time to review your medical history, conduct the consultation, and provide clinical advice. Payment does not guarantee that a prescription will be issued, nor that any particular treatment will be recommended.

Whether a prescription or treatment is appropriate is determined solely by the prescribing practitioner based on their clinical assessment of your individual circumstances, medical history, and current health status. The practitioner may determine that:

A prescription is clinically appropriate and proceed with treatment;
Further information, tests, or an in-person consultation is required before a decision can be made;
A prescription is not appropriate and alternative management options should be explored; or
Referral to another healthcare provider or service is the most suitable course of action.

In all cases, any decision to prescribe or recommend treatment is at the sole discretion of the prescribing practitioner. No refund of consultation fees will be provided solely because a prescription was not issued, as the fee covers the clinical assessment and professional advice provided.

Treatment Limitations

The telehealth services provided through Ignova Health have certain limitations. You should be aware of the following:

Not all conditions can be treated via telehealth. Some medical conditions require physical examination, diagnostic testing, or ongoing in-person monitoring that cannot be adequately provided through a remote consultation. In such cases, your practitioner may refer you to an appropriate in-person provider.
No guarantees of treatment outcomes. Treatment outcomes vary between individuals and depend on many factors including your medical history, adherence to treatment, and individual physiology. No practitioner can guarantee a specific result from any treatment.
Prescription is not automatic. As stated above, a prescription will only be issued if the prescribing practitioner determines it is clinically appropriate after a full assessment.
Telehealth is not suitable for all patients. If you do not have access to the required technology, if your condition requires physical examination, or if your practitioner determines that telehealth is not appropriate for your circumstances, alternative arrangements may need to be made.
Follow-up care may be required. Your practitioner may recommend follow-up consultations, monitoring, or referral to other healthcare providers. It is your responsibility to attend follow-up appointments and to seek in-person care if your condition changes or worsens.
Accuracy of information provided by you. The clinical advice you receive is based on the information you provide during your consultation. It is your responsibility to provide accurate, complete, and up-to-date information about your medical history, current medications, and symptoms. Failure to do so may compromise the quality and safety of the care you receive.

The Telehealth Consultation Process

To help you understand what to expect, the following outlines the general process for a telehealth consultation through Ignova Health:

Registration and intake: You will be asked to create an account and complete a medical intake questionnaire. You must provide accurate information about your medical history, current symptoms, medications, and any relevant test results. Incomplete or inaccurate information may affect the quality of your consultation.
Identity verification: You may be required to verify your identity and confirm your eligibility for telehealth services under Australian regulations.
Consultation: Your consultation will take place via secure video or telephone with an AHPRA-registered practitioner. The practitioner will review your medical history, discuss your symptoms, and conduct a clinical assessment.
Clinical decision: Following the assessment, the practitioner will determine whether a prescription or treatment is clinically appropriate. If a prescription is issued, it will be sent to a pharmacy for dispensing. If a prescription is not issued, the practitioner will provide advice on alternative management or referral.
Follow-up: Your practitioner may recommend a follow-up consultation to monitor your response to treatment, adjust your management plan, or review your ongoing care needs.

If at any point during the consultation the practitioner determines that your condition is not suitable for telehealth management, they will advise you accordingly and may direct you to an appropriate in-person service.

Privacy and Data Security Overview

We take the privacy and security of your personal and health information seriously. Our full commitments are set out in our Privacy Policy. The following is a summary of the key points relevant to your safety:

Health information is treated as sensitive information under the Australian Privacy Principles (APPs) and is afforded a higher level of protection. We will not collect or use your health information without your consent, unless required or authorised by law.
Data security: We have implemented physical, electronic, and managerial safeguards to protect your personal and health information from misuse, interference, loss, and unauthorised access, modification, or disclosure. However, no system can be guaranteed to be completely secure, and transmission of information over the Internet carries inherent risks.
Information sharing: Your health information is shared with the treating practitioner for the purpose of providing your consultation and care. It may also be disclosed to third-party service providers (such as pharmacies and IT providers) as necessary to deliver our services, or as required by law.
GP communication: With your consent, we may inform your general practitioner of the services provided through our platform to ensure continuity of care.
Data breach response: In the event of a notifiable data breach, we will follow our data breach response plan and notify affected individuals and the Office of the Australian Information Commissioner (OAIC) as required by law.

For full details about how we collect, use, store, and disclose your personal and health information, please review our complete Privacy Policy.

Who Is Responsible for Your Care

Ignova Health Pty Ltd provides the technology platform and administrative services that connect you with AHPRA-registered practitioners. The clinical care you receive, including any assessment, diagnosis, advice, prescription, or treatment recommendation, is provided by the individual practitioner and is their professional responsibility.

Practitioners using the Ignova Health platform exercise their own independent clinical judgement and are not directed by Ignova Health Pty Ltd as to whether any particular treatment should be prescribed. Each practitioner holds their own professional indemnity insurance and is subject to the regulatory oversight of AHPRA.

Risks Associated with Telehealth

While telehealth provides convenient access to medical care, you should be aware of the following risks:

Limited physical examination: The practitioner cannot physically examine you during a telehealth consultation. This may limit the practitioner's ability to assess certain conditions and may increase the risk of missed or delayed diagnosis.
Technology limitations: Technical issues such as poor internet connectivity, audio or video failure, or platform outages may disrupt or prevent your consultation. If this occurs, your consultation may need to be rescheduled.
Communication barriers: Non-verbal cues and physical observations that would be available during an in-person consultation may be less apparent during a telehealth consultation.
Emergency situations: If a medical emergency arises during your telehealth consultation, the practitioner may not be able to provide immediate in-person assistance. You should call 000 or go to your nearest emergency department.

If at any time you feel that telehealth is not meeting your healthcare needs, you should seek in-person medical care from your general practitioner or another appropriate healthcare provider.

Adverse Events and Side Effects

If you experience an adverse event, side effect, or unexpected reaction following any treatment prescribed through our platform, you should:

Seek immediate medical attention if the reaction is severe or life-threatening — call 000;
Contact your prescribing practitioner or general practitioner for non-urgent adverse events; and
Report the adverse event to the Therapeutic Goods Administration (TGA) via the TGA reporting portal or by calling 1300 134 238.

Reporting adverse events helps the TGA monitor the safety of therapeutic goods in Australia. Your report contributes to national pharmacovigilance and helps protect other patients.

Regulatory Compliance

Ignova Health Pty Ltd operates in compliance with applicable Australian healthcare regulations, including those administered by the Therapeutic Goods Administration (TGA) and the Australian Health Practitioner Regulation Agency (AHPRA).

Our advertising and promotional materials comply with the requirements of the Therapeutic Goods Advertising Code and the AHPRA Code of Conduct for registered health practitioners. We do not:

Reference specific prescription medicines by name in our advertising;
Publish patient testimonials or endorsements;
Guarantee or warrant any particular treatment outcome; or
Encourage the indiscriminate or unnecessary use of any therapeutic product.

Contact Us

If you have any questions about this Safety Information or our telehealth services, please contact us:

Ignova Health Pty Ltd ABN 91 696 762 213
Email: support@ignova.com.au
Phone: 1300 246 682

The information on this website is for informational purposes only and is not a substitute for professional medical advice, diagnosis, or treatment. If you have questions or concerns about your health, please consult a healthcare professional. In case of a medical emergency, call 000 immediately.