Frequently asked questions

How Polln Works
What is Polln?
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Polln is Australia’s first digital healthcare platform, dedicated to delivering personalised alternative treatment services – including consultations, prescriptions and product delivery – all on one accessible platform.

We've created a patient-centric platform to deliver a personalised, end-to-end healthcare experience from the comfort of your home.

Who is Polln For?
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Polln is for anyone over the age of 18, or with a guardian and living in Australia who is looking for a simple pathway to access natural alternatives and to explore alternative treatment options for their health.

Who are the practitioners on the platform?
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Polln connects you with 100% vetted healthcare professionals.

The practitioners on our platform are real, qualified Australian doctors who are experts in prescribing natural therapies. You will speak with them directly during your video consultation.

How much does Polln cost?
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Our consultation fees are – $110 for an Initial, $75 for a Standard, $49 for a Short consultation. The cost of the medication will vary depending on what the doctor decides is best suited for you. Due to government regulations, we are unable to advertise any products or prices on our website. These will be discussed with the doctor during your consultation.

Following your consultation, you will receive an invoice for the prescribed products, and you will always have the opportunity to review each treatment’s cost and details before paying.

Please visit our pricing page for more information

Can I bulk bill through Medicare?
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No, unfortunately, Polln services cannot be claimed through Medicare at this time.

Can I use my private health insurance?
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Some private health funds have been known to cover a portion of consultations and/or prescriptions of complementary medicines, depending on your level of cover. Please contact your health fund for further information regarding their coverage of non-PBS listed prescription costs.

Do I need a referral?
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No. Although a referral is preferred, we understand that some people may not have a regular GP or access to a referral service. Any information we receive from your previous doctor about your history, condition/s and any current or past treatments will help our team ensure they are providing you with the best care possible. However, you will also have the opportunity to share your medical history via our onboarding questionnaire and by uploading any other relevant health information to the My Documents section of your dashboard.

How is this different from a regular visit to the GP?
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Just like a traditional GP visit, our practitioners need to understand your symptoms and medical history to see if it’s safe and appropriate to give you care. If appropriate, we can prescribe a personalised treatment plan.

We strive to not only meet but exceed the standard of care that you would receive from a usual GP visit – all in a more convenient and accessible way because we’re 100% online.

Due to decades of stigma and misinformation, patients have found it difficult to access local GPs that are supportive, and confident in prescribing natural medicines such as medicinal cannabis.

The practitioners on Polln are experts when it comes to navigating the complex access pathways for these treatments, and you can be confident that you are receiving the highest standards of care.

Is it legal to prescribe medications online?
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Yes, prescribing medications and buying medicine online is legal and safe in Australia.

Polln is an Australian company that connects you with licensed practitioners and pharmacists in Australia, all online for your convenience.

Am I guaranteed a prescription?
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No, if the doctor reviews your assessment and deems it not medically appropriate to prescribe you a prescription treatment plan, you will not receive one.

Your health and safety is our top priority, and our doctors adhere to the most stringent clinical practices.

Is my information safe?
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We take your privacy and the security of your information very seriously. Polln complies with all relevant privacy laws and has implemented strict security protocols to protect your information.

Please read our Privacy Policy for more details.

Why do I need to verify my identity?
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For our doctors to legally write your name on a prescription, they need to make sure that you are who you say you are. Your order will not be dispensed and shipped until this has been completed. That’s why we use Digital ID to verify identities – it takes about 2 minutes to complete and only needs to be done once before you can enjoy the benefits of using Polln. Make sure you have a valid document with you:

  • Australian drivers license
  • Australian passport
  • Foreign passport with an Australian visa
  • Australian birth certificate
  • Australian citizen certificate
  • ImmiCard
Telehealth
What is telehealth?
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Telehealth – also known as telemedicine – refers to the delivery of health services such as medical care, patient education, health information services and other health-related services via telecommunications and digital technologies. Phone and video consultations, mobile health apps and remote patient monitoring are all examples of how technologies may be used in telehealth. Any virtual consultation between a patient and doctor should be both secure and private and easily booked by the patient or carer online.

Polln is an all-in-one telehealth service that allows patients to have a video consultation with a registered doctor on a secure and easy to use online platform.

Do I need a webcam/camera and microphone to attend a Polln consultation?
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Ideally, yes. To get the most out of your Polln experience, we recommend that you have access to a webcam and microphone either built into your computer or installed as an external accessory. This will allow you to speak face-to-face with your doctor just like you would at an in-person consultation.

If you do not have either of these available, our doctors can still conduct a consultation with you via phone. Simply write a note in the enquiry section saying that you do not have access to a webcam or microphone when booking your consultation. This will let the doctor know to call you to conduct your consultation via phone at the time of your booking, rather than wait in the virtual consultation rooms. You will still need to log onto your dashboard and click ‘attend consultation’ to let the doctor know you are ready.

What if I am not comfortable with doing a telehealth consultation? Can I speak to the doctor on my phone instead?
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Yes. If for whatever reason, you are not confident or comfortable in using telehealth, our doctors can have a consultation with you via a phone call instead.

Simply enter this in your enquiry notes when booking a consultation. You will still need to enter your Polln dashboard and click ‘attend consultation’ for our system to work correctly. From there, the doctor you have booked your consultation with will call you on your mobile.

Do I need to use a specific web browser or device to access my consultation?
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We recommend our patients use Google Chrome on a laptop or computer for the best experience, but any browser or device with a microphone and internet connection will work. If you experience any issues when using Polln on your browser or device please reach out to our Care Team by emailing hello@polln.com or by calling 1300 1 POLLN (1300 176 556).

Medicinal Cannabis
Is medicinal cannabis legal in Australia?
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Medicinal cannabis has been legal Australia-wide since 2016, however, each state and territory have different laws surrounding its prescription, usage, and accessibility.

In Australia, the Therapeutic Goods Administration (TGA) regulates medicinal cannabis and must approve all applications for its use.

How can I access medicinal cannabis in Australia?
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Medicinal cannabis is considered an ‘unapproved good’ or ‘unapproved medicine’ in Australia. A patient must receive approval from the TGA and/or State Health Authority, and a prescription from a medical practitioner to legally possess and consume medicinal cannabis.

At Polln, we work with Authorised Prescribers to streamline your access to medicinal cannabis. The first step is to book a consultation to determine if medicinal cannabis could be a suitable treatment option for your symptoms or condition.

For further information visit https://www.tga.gov.au/medicinal-cannabis

Am I eligible for medicinal cannabis?
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To be considered for medicinal cannabis therapies, you must have had a chronic condition lasting three months or longer that has not responded to conventional medical treatments, or these treatments have had adverse side effects.

What is an Authorised Prescriber?
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The Authorised Prescriber Scheme allows authorised medical practitioners to supply therapeutic goods (such as medicines and medical devices) that are not included in the Australian Register of Therapeutic Goods (ARTG) to a class of patients with a particular medical condition.

An Authorised Prescriber is allowed to supply the product directly to specified patients under their immediate care without requiring separate approval for individual patients. At Polln, we work with Authorised Prescribers across many brands and products to streamline and accelerate the access pathway, improving your patient experience and health outcomes.

What is the difference between blackmarket and legal Products?
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The main differences between illegal cannabis and legal, medicinal cannabis come down to quality, efficacy and safety.

Legal medicinal cannabis products are upheld to the highest Australian quality and safety standards. Things like cannabinoid content (THC and CBD), contamination, toxins, and pesticides are tested for.

Black market and illegal cannabis products purchased directly online without a valid prescription may not contain the ingredients, potency, or accurate levels that they claim to, and might be full of harmful contaminants.

When taking cannabis for medical reasons, it’s incredibly important to have access to consistent medicine that is made safely to ensure the best outcomes for treatment success.

What happens if I am not approved?
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If for any reason your application is unsuccessful, we will contact you to let you know why.

What are the potential side effects and risks of taking medicinal cannabis?
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Like any medicine – plant-based or otherwise – the effects of medicinal cannabis aren’t always black and white. Side effects will vary from person to person and will depend on the type of medicinal cannabis and how it is used, as well as individual factors like the consumer’s weight and metabolism. While CBD generally has a narrow side effect profile, THC is a psychotropic cannabinoid with effects that are typically associated with feeling ‘high’. It is important to note that the therapeutic benefits of medicinal cannabis can be achieved without producing this ‘high’ feeling.

Potential side effects of medicinal cannabis can include:

  • tiredness or drowsines
  • dizziness
  • mouth
  • nausea or vomiting
  • changes in appetite
  • anxiety
  • hypotension (low blood pressure)
  • euphoria
  • other cognitive effects

Your prescribing doctor will also discuss any potential side effects of your treatment plan during your consultation. Once you receive your prescription, there will be a copy of the CMI (Consumer Medicine Information) sheet in your product shipment. This document will provide further information on how to safely and effectively use your prescribed product.

What should I do if I am experiencing a side effect to my prescribed treatment?
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If you believe you are experiencing a negative side effect as a result of taking your prescribed product, please stop taking the medication immediately and contact our customer support team by calling 1300 1 POLLN (1300 176 556). Once we are aware of your situation, we will notify your prescribing doctor who will be able to recommend an appropriate course of action.If you are having a medical emergency, please call 000 immediately.

Natural Alternatives
What are Natural Alternatives?
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Natural alternatives are any product or treatment that are derived from nature intended to use alongside or instead of conventional medicine. These include but are not limited to vitamins and minerals, natural and herbal medicines, alternative and holistic remedies, diet and nutrition, organic products, traditional remedies, homeopathic preparations and aromatherapy.

Recognising the body’s inherent ability to heal itself and using the power of nature and plants, these alternatives may be seen to be a cleaner or more balanced version of their synthetic counterparts. Potentially working in unison with our body's natural healing process. Natural alternatives have been used by many cultures for thousands of years and have slowly been developed over time to work alongside conventional medicines.

As with any treatment or medication, conducting proper research and speaking with your doctor first before commencing a natural alternative is advised.

What is Holistic Health?
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Holistic health is the overarching philosophy of looking at a person’s health from every aspect – be it physical, emotional, social, spiritual or mental – and observing how imbalances in one or more of these areas can bring about unwanted symptoms in others.

While modern-day Western medicine has provided us with a long list of essential, life-saving medical advancements, it has also wired us to look at our health in terms of individual symptoms and treatments, rather than looking at a person – and all our parts – as a whole. By considering how these interdependent parts of our personhood work together to either heal or bring about illness, holistic health provides an alternative or complementary approach to mainstream medicine that goes beyond treating illnesses as they arise.

What is Integrative Health?
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Integrative health is an approach to healthcare that combines the knowledge and practices of conventional Western medicine with evidence-based, complementary treatments and lifestyle changes that enable patients to reach their full health potential.

Like holistic medicine, this dual approach sees an integrative practitioner observing the patient as a whole, by exploring their physical, psychological, emotional, social, environmental and spiritual wellbeing. Informed by evidence, they will then make use of all appropriate therapeutic and lifestyle approaches, healthcare professionals and disciplines to achieve optimal healing for their patient.

Are Complementary medicines regulated for saftey?
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Yes. In Australia, all complementary medicines are regulated as medicines by the Therapeutic Goods Administration (TGA) under the Therapeutic Goods Act 1989.

Can Complementary and Alternative medicine interfere with conventional treatments?
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Yes. Complementary and Alternative medicines can be used in conjunction with conventional medicine to help produce optimal results and can interfere with conventional treatments if the two are not coordinated properly. For this reason, it is important to tell the doctor about all the medicines you are currently taking, including prescribed medicines, over-the-counter medicines and complementary medicines.

Why is Polln focused on natural alternatives?
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Our mission at Polln is to reintroduce humans to the healing potential of plants. The human body is incredible, and we believe in the intrinsic ability it has to heal itself using the power of nature and plants. We like to look at health holistically, taking into consideration the person as a whole and their environment, accenting the connection between the mind, body and spirit. The functions and mechanisms of the human body can be more compatible with natural ingredients and it is our purpose to ensure that these alternatives are made available to those suitable.

Bookings, Payments and Refunds
What is Polln’s cancellation policy?
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Polln charges a consultation fee on behalf of our Polln Practitioners. The consultation fee is charged at the time of booking and is non-refundable.

Unfortunately, you will be charged a cancellation fee equal to the cost of the consultation for any missed or cancelled appointments where less than 24 hours notice has been provided.

Can I reschedule my consultation?
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Yes, if your appointment is more than 24 hours away, you will be able to reschedule your appointment from your patient dashboard here.

Can I return a prescribed product?
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Unfortunately, we are unable to accept product returns. This is because our partner pharmacies are under an obligation to produce and store medicines in strict conditions before delivering them to patients. Once you have received your products, we are no longer able to ensure they have been stored correctly or have not been tampered with.

What methods of payment does Polln accept?
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We support all Visa, Mastercard, AMEX and PayPal payments.

What name can I expect to see on my bank statement?
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The charge on your bank statement will be discreet and will appear as ‘Polln.’

Shipping
How much is shipping?
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Express shipping of all products is at a flat rate of $15 Australia wide. All orders require a signature on delivery.

How long will it take for my prescription to arrive?
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Payments made before 11 AM will be dispatched on the same day.If your products are in stock at the pharmacy, they will be dispatched once payment has been received, however, in some cases, we may need to order your product directly from the supplier, which may cause delays of 2–4 business days. Australia Post express post delivery times below:

To ensure your privacy and the safe delivery of your products, all of our pharmacy deliveries require a signature upon acceptance. Please ensure you have allocated a delivery address where someone will be available to sign for your delivery between the hours of 9 AM–5 PM, Monday to Friday.

Can I track my order?
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Yes. You will receive an email with tracking details when your order has been dispatched from our partner pharmacy.

How can I change my shipping address?
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You can update all of your personal information, including your preferred shipping address, from your profile

Do you ship all over Australia?
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Yes. Polln is accessible to all Australians and your prescription can be shipped to you wherever you are, including all regional areas.

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