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Frequently Asked Questions

About Polln

What is Polln?
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Polln is a digital healthcare platform dedicated to making natural alternatives like medical cannabis more accessible to patients living in Australia. Polln provides an end-to-end digital healthcare experience that patients can access from the comfort of their home. Through the Polln platform, patients can access video consultations with expert doctors as well as prescriptions, treatment delivery services and ongoing support.

Who is Polln for?
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Polln is for patients living in Australia who want to access plant-based medicines and natural alternatives to standard or conventional treatments. Polln is available to anyone over the age of 18 as well as to those under the age of 18 who have a medical condition and a legal parent or guardian to accompany them to online consultations. Most Polln patients are those who have a chronic medical condition who are unsatisfied with their conventional treatments and are looking to access medicinal cannabis treatments.

Polln is also for healthcare practitioners who are looking for an accessible, flexible and convenient way to prescribe natural alternatives like medicinal cannabis and make a real difference to the lives of patients in Australia.

How much does Polln cost?
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Polln consultation fees vary depending on the type and length of your consultation. First-time Polln patients will pay $110 for an Initial Consultation, which includes 30 minutes of dedicated one-on-one time with one of our expert cannabis clinicians. This covers the cost of your consultation as well as any associated application fees. Returning Polln patients will pay either $49 for a Short Follow Up Consultation (15 minutes) or $75 for a Long Follow Up Consultation (30 minutes), depending on how much time you need to spend with your practitioner. All associated treatment application fees are also covered in the costs of these consultations, so there are no hidden costs or surprises down the track - it's our Polln Price Guarantee

The cost of any medications prescribed by our doctors will vary depending on your condition and what sort of treatments your doctor decides are best suited to you. Due to government regulations, we are unable to advertise any medications / products or prices on our website. Any prescribed medications and their costs will be discussed with the doctor during your consultation. At Polln, we are committed to transparency so you'll never pay dispensing fees or be charged above RRP for your treatments as part of our Polln Price Guarantee.

Following your consultation, you will receive an invoice for any prescribed treatments and delivery costs, 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 about the types of consultations we offer.

How does Polln work?
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Polln works by connecting patients with qualified doctors who are experts in prescribing natural therapies and pharmacists who are experienced in stocking and dispensing these treatments. To become a Polln patient, simply sign up to the Polln platform and book a telehealth appointment with one of our expert cannabis clinicians. If your doctor decides to write you a prescription for medicinal cannabis, we’ll coordinate treatment payment and delivery services and provide ongoing care to you. All of our services are entirely online, meaning you can access them from wherever you are without having to commute to the doctor’s office or pharmacy yourself.

What sort of practitioners does Polln connect me with?
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Polln only connects patients with 100% vetted healthcare professionals. All of our Polln practitioners are qualified Australian doctors and cannabis clinicians who are experts in medicine, holistic care and natural therapies. During your Polln video consultation, you will speak directly with a Polln practitioner who will provide professional, holistic care and determine whether plant-based alternatives might be right for you and your condition.

How is Polln different from a regular visit to the doctor?
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Due to decades of stigma and misinformation surrounding medicinal cannabis, patients have found it difficult to find local doctors who are supportive and confident in prescribing the treatments they need. Polln differs from a regular GP or health service by only working with practitioners who are experts in prescribing natural alternatives and pharmacies that are experienced in stocking and dispensing these treatments.

Polln is 100% online, meaning all our services are provided to you via our integrated digital platform. Once you’ve signed up as a Polln patient, you’ll be able to book and attend consultations via the Polln platform. You’ll also be able to view and upload health documents and prescriptions, arrange payment for your treatments and have your treatments delivered to you. So all of our services can be accessed from the comfort of your home through one accessible platform.

Much like a traditional doctor/GP visit, during your Polln consultation one of our practitioners will assess your condition, symptoms and medical history to determine what is the most appropriate type of care for you. If you are deemed eligible to access medicinal alternatives, your Polln practitioner will prescribe a personalised treatment plan. If you are not eligible or if your practitioner thinks you need additional care, they may also refer you to another external service or practitioner who may be suitable.

At Polln, 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, personalised and accessible way.

Do I need a regular GP or referral to use Polln?
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No. Although a referral is preferred, we understand that some people may not have a regular GP who can provide this. 

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. During your first consultation, you will have 45 minutes of dedicated one-on-one time with your doctor who will assess your condition, symptoms and overall health to determine what course of treatment is suitable for you.

Can I transfer from another cannabis clinic to Polln?
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Of course! If you are already a medicinal cannabis patient at another clinic, we can certainly assist with transferring your medical records and treatment plan information so that our doctors can provide you with the best care possible. We still ask that patients transferring from another clinic book an Initial Consultation as a first-time Polln patient to give your doctor the chance to get to know you and review your health and treatment plans in depth.

Using the Polln platform

Is the information I share with Polln safe?
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We take your privacy and the security of your personal and medical 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 to use Polln?
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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 as a patient. 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

What kind of consultation do I need to book?
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First time Polln patients 

All first-time Polln patients will need to book an Initial Consultation where you will get 30 minutes of dedicated, one-on-one time with your Polln doctor via telehealth. This will allow your practitioner to get to know you and understand your condition and symptoms so they can provide you with the best care possible.

Returning Polln patients

For most patients, we suggest booking a Standard Follow Up Consultation which runs for 15 minutes and includes a general review of your treatment plan, repeat prescriptions, new treatments and simple health conditions or questions. If you are wanting a more comprehensive review of your treatment plan or to discuss more complex health conditions or questions, then an Extended Follow Up Consultation which runs for up to 30 minutes is recommended.

Visit our Pricing page for more information about the types of consultations we offer.

Will my consultation and patient information be shared with My Health Record?
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Your Polln consultation and patient information will not be shared with your Health Record unless you request your practitioner to do so.

Do I need to see the same doctor every time I use Polln?
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We understand that continuity of care is important for our patients. For this reason, we always recommend booking return consultations with the same doctor you have previously seen at Polln. However, if you would prefer to speak with an alternative doctor or can't find a time that suits with the doctor you have seen previously, we can assure you that all our doctors are highly trained in natural alternatives and will be able to advise and speak with you about your health conditions and lifestyle needs, and what treatments could be suitable for you.

All of your clinical summary notes and previous prescriptions will be made available to whichever doctor you see for your next consultation to ensure that your doctor has an understanding of your health journey, medical history and treatment plan. 

If you do have a preferred Polln doctor, we recommend booking return consultations in advance so that you don’t miss out on your preferred appointment times.

Is my Polln consultation booked to my timezone?
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Your Polln consultation times will appear on your dashboard in the timezone you selected when you created your Polln patient profile. To check that you’re in the correct timezone, simply navigate to the leaf button at the top right corner of your patient dashboard and click ‘Edit My Profile.’ From there you will be able to select your correct timezone.

Telehealth

Is it legal to prescribe medications online?
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Yes, prescribing medications and buying prescription medicine online is legal and safe in Australia as long as you are going through a reputable healthcare provider and your treatments have been prescribed by a registered healthcare professional. 

Polln is an Australian company that connects you with licensed practitioners and pharmacists throughout Australia via our online platform. Our practitioners are qualified to prescribe medications online and our partner pharmacies can deliver these medications to you safely and legally.

Learn more about Buying cannabis in Australia: Legal vs. illegal and what you need to know

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. You can sign up to explore the Polln platform and book your first consultation.

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 mention your preference for a phone consultation in your enquiry notes when booking a consultation. You will still need to enter your Polln dashboard and click ‘attend consultation’ at the time of your appointment for our system to work correctly. From there, the doctor you have booked your consultation with will call you on the number you provided.

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 desktop 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). You can also refer to the Polln patient platform user guide that will have been sent to you when you first signed up as a Polln patient.

Medicinal Cannabis in Australia

Is medicinal cannabis legal in Australia?
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Medicinal cannabis has been legal Australia-wide since 2016. However, each Australian state and territory has 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. You cannot apply to the TGA to get medicinal cannabis yourself; only your doctor can apply. 

You can check the laws around accessing medical cannabis in your state by visiting:

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 Australian Therapeutic Goods Administration (TGA) and/or State Health Authority, and a prescription from a medical practitioner to legally possess and consume medicinal cannabis. 

The TGA states that to be eligible for medical cannabis access in Australia, a patient must:

  1. Have a diagnosed chronic condition that has lasted for 3 months or more.
  2. Have tried other treatments which were ineffective or caused unwanted side effects.

At Polln, we work with Authorised Prescribers to streamline your access to medicinal cannabis. Through our online platform you can connect with an Authorised Prescriber, receive a prescription (if eligible) and have your medicinal cannabis treatments delivered to your doorstep via our partner pharmacy. 

The first step is to book a consultation to find out if medicinal cannabis might be a suitable treatment option for your symptoms or condition.

Learn more about Accessing Medicinal Cannabis in Australia.

How do I know if I’m eligible for medicinal cannabis access?
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To be considered eligible for medicinal cannabis access in Australia, you must have had a chronic condition lasting three months or longer that has either not responded to standard or conventional treatments, or these treatments have caused you unwanted side effects. 

If you’re unsure if your condition and any current or past treatments you’ve tried make you eligible for medical cannabis access, you can take our free Eligibility Quiz or simply make a booking to speak with a Polln practitioner. During your Polln consultation, your doctor will assess your condition, medical history and a range of other factors to determine your eligibility for medical cannabis access.

What is an Authorised Prescriber?
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The Authorised Prescriber Scheme allows authorised medical practitioners to supply therapeutic goods (such as medicines, medical devices or biologicals) 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 can supply the product directly to specified patients under their immediate care without requiring separate approval for individual patients.

Authorised Prescribers must report the number of patients treated every 6 months. Use of the product must be reported twice yearly covering each period between 1 January to 30 June and 1 July to 31 December. Reporting through the SAS & Authorised Prescriber Online System(link is external) is preferred.

At Polln, we work with Authorised Prescribers or help our doctors become Authorised Prescribers to help streamline your access to medicinal alternatives, enhancing your patient experience and health outcomes.

Visit https://www.tga.gov.au/form/authorised-prescribers for more information about Authorised Prescribers.

What happens if I am not approved for medical cannabis access?
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Patients are not guaranteed access to medicinal cannabis treatments. Your doctor will only apply to the Therapeutic Goods Association (TGA) for your access to medicinal cannabis if they believe you are likely to be approved based on the information you’ve given them. However there may be factors that your doctor is unaware of that will impact the TGA’s decision to approve or deny your access to medical cannabis treatments.

You can take our free Eligibility Quiz to gauge whether you may be eligible for medicinal cannabis. If for any reason your application is unsuccessful, our Care Team will contact you to let you know why and advise you of any next steps.

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 will vary from person to person. Side effects and their severity 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 still be achieved without producing this ‘high’ feeling.

Potential side effects of medicinal cannabis can include:

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

Your prescribing doctor will discuss any potential side effects of your treatment plan during your consultation. Once you receive your prescription, ensure you follow the dosing instructions provided to you by your doctor. If you have any questions about your medication, dosing requirements or treatment side effects, you can contact the Care Team.

What is the difference between blackmarket / illegal cannabis and legal / medicinal cannabis in Australia?
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The biggest differences between the regulated cannabis products you can get with a prescription and the illegal / blackmarket products you might get from other sources are quality, regulation, cost, and assurance and consistency regarding the active ingredients (cannabinoids) found within the product. 

Because recreational cannabis is unregulated in Australia, there’s a big risk that your therapeutic goals will not be met by the product you buy without a prescription. This is because the active ingredients in unregulated products have varied concentrations, may differ from what you’ve been told they are, or in some cases may not be present at all. They can also contain harmful contaminants or other ingredients that you may not be aware of.

Legal medicinal cannabis products obtained via a prescription are held to the highest Australian quality and safety standards. Meaning things like cannabinoid content (e.g. THC and CBD), contamination, toxins, and pesticides are tested for. For those who use cannabis to relieve the symptoms of a medical condition, knowing what’s in your product and what dose you should be taking can make a big difference to your health.

Learn more about Buying cannabis in Australia: Legal vs. illegal and what you need to know.

Am I guaranteed a prescription for medical cannabis?
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No. As a Polln patient, you are not always guaranteed a prescription for medicinal alternatives. 

There are a number of factors that your doctor will consider when assessing your suitability for medicinal alternatives like medical cannabis. These will include your condition, symptoms, current or past medications, medical history, eligibility (based on current TGA requirements), whether you are pregnant or planning to conceive, and any other relevant factors or contraindications to cannabinoid therapies. If the doctor reviews these factors and deems it not medically appropriate to prescribe you medicinal alternatives, they will not be able to do so.

‍Your health and safety are our top priority, and our doctors adhere to the most stringent clinical practices. If you are not deemed suitable for medicinal cannabis access, your doctor will advise you on the best course of action for getting the help and treatment you need.

You can take our free Eligibility Quiz to gauge whether you may be eligible for medicinal cannabis.

Do I need a medical marijuana card?
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No, you do not need a medical marijuana card in Australia. Unlike patients in the USA and some other countries, Australian patients do not need, nor will they receive, a ‘medical marijuana card’ to access medical cannabis. Instead, Australian patients simply need to obtain a prescription from a healthcare professional using one of the above pathways to access medicinal cannabis treatments. Your prescription will allow you to access the specific medications you have been prescribed, and will be an important document to have handy incase you need to verify your legal patient status to law enforcement while on the move.

Learn more Accessing Medicinal Cannabis in Australia

Bookings, Payments and Refunds

Can I bulk bill Polln services through Medicare?
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Unfortunately there is currently no Medicare rebate available for Polln telehealth consultations. Medicare will only offer a rebate for telehealth consultations if the patient has also seen the doctor in person within the last 12 months. Due to the nature of our telehealth platform, this isn't something that we can provide. 

We do hope that Medicare changes these rules in the future, as we would love for our patients to be able to receive a rebate on our services.

Can I claim Polln medication or services on 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 / alternative medicines, depending on your level of cover. Please contact your health fund for further information regarding their coverage of non-PBS listed prescription costs.

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, we are unable to reschedule or provide a refund for any missed or cancelled appointments where less than 24 hours notice has been provided. If you would like to re-book your cancelled or missed appointment, you can do so via your Polln patient dashboard.

Can I reschedule my consultation?
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Yes. If your upcoming appointment is more than 24 hours away, you can reschedule your appointment yourself at any time using your Polln patient dashboard. 

If your appointment is less than 24 hours away and you are no longer able to attend, please contact the Care Team to let us know. Unfortunately we are unable to refund consultation fees for any appointment cancelled or missed with less than 24 hours’ notice. If you would like to re-book your cancelled or missed appointment, you can do so via your Polln patient dashboard. 

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 name against the charge on your bank statement will simply appear as ‘Polln.’

How do I pay for my consultation and medications?
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Consultations

Consultation fees are charged at the time of booking to secure your appointment time, these are paid for via your Polln patient dashboard. Once you’ve logged on and selected your preferred appointment time with your doctor, you will be taken to a new page to process your payment and confirm your consultation booking. The consultation payment button will appear as a big yellow PayPal button, but you do not need a PayPal account to pay for your consultation. If you do not have a PayPal account, simply click on the PayPal button and click 'Checkout as a Guest' or 'Use Debit/Card Card' and follow the prompts to complete payment. We support all Visa, Mastercard, AMEX and PayPal payments. If you do have a PayPal account, you can log in and pay for your consultation using your PayPal details. We'll send you an email to confirm that your consultation has been successfully booked and paid for. 

Medications 

Following your consultation, if you have an approved prescription for medicinal cannabis treatments, our Care Team will send you an invoice via email where you can make payment online. Simply follow the prompts to make payment, we support all Visa, Mastercard, AMEX and PayPal payments. Once we’ve received your payment, we will be able to arrange for your medications to be delivered to you via our partner pharmacy.

Alternative payment methods

Our Care Team can also facilitate alternate payment methods, such as bank transfers and over the phone payments. Simply reach out and we will be happy to assist you.

Does Polln have a waitlist to access last minute / cancelled consultations?
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Yes! If you are unable to find a suitable appointment time with your preferred Polln doctor, simply reach out to our Care Team and we will be more than happy to place you on our cancellation list. We will contact you if a suitable appointment time becomes available. 

My medication and prescription

How much will my prescribed treatments cost?
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The cost of any medications prescribed by our doctors will vary depending on your condition and what sort of treatments your doctor decides are best suited to you. Due to government regulations, we are unable to advertise any medications / products or prices on our website. Any prescribed medications and their costs will be discussed with the doctor during your consultation.

Following your consultation, you will receive an invoice for any prescribed treatments and delivery costs, and you will always have the opportunity to review each treatment’s cost and details before paying. At Polln, we are committed to transparency so you'll never pay dispensing fees or be charged above RRP for your treatments as part of our Polln Price Guarantee.

Can I choose which medication I want?
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If you have already researched or heard about a specific prescription cannabis medication that you would like to try, you are more than welcome to mention this to your doctor. They will be able to advise if that medication is suitable for you and your health condition and also compare it to other treatment options available to you so you can make an informed decision together. If you have a preference as to the type of product (such as oil, flower or wafer), delivery method (such as sublingual, inhalation or ingestion) or cannabinoid content (such as low THC, high CBD) you’re prescribed, please feel free to mention this to your doctor. Your input and preferences will help them find a medicinal cannabis treatment that works best for you.

How long will it take to notice the therapeutic benefits of my medication?
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The amount of time it takes to notice the effects and benefits of cannabis will depend on your method of consumption, the type of cannabis / medication consumed, as well as individual factors like your weight and metabolism. Through monitoring your symptoms as well as careful dosing and titration of your medication, you and your doctor will be able to find an ideal dose and medication type for you and your needs. During your consultation, your doctor will be able to provide you with more in depth guidance on how your prescribed medication is likely to work for you, and how long it is likely to take for you to notice relief from your symptoms.

How do I store my medication?
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Always follow the storage instructions written on the box or packaging that your medication came in from the pharmacy. In general, medicinal cannabis (especially flower) should be stored at below 21°C and away from moisture and sunlight.

Learn more about Keeping medicinal cannabis fresh – why storage matters

Do I need to use a vaporiser and can I buy a vaporiser through Polln?
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During your Polln consultation, your doctor will discuss your prescribed medication with you in detail – including the cost, cannabinoid content, delivery method and dosage. You will only need to use a vaporiser with your prescribed medication if your doctor has instructed you to. 

The only TGA approved vaporisers on the Australian market are The Mighty Medic, The Mighty Medic+ and Volcano Medic 2, which can all be purchased on Shop Polln. They're made by Storz & Bickel – a highly reputable global manufacturer – and comes recommended by our doctors as well.

Can I return a prescribed product or treatment and get a refund?
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Unfortunately, no. Our partner pharmacies are under 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, and are unable to accept product/treatment returns.

What do I do if there is an issue with my delivery or treatment?
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If you suspect there is an issue with your treatment or delivery, please contact the Care Team within 3 days of receiving your delivery so we can investigate the issue with the pharmacy, supplier or delivery service. At times the supplier may request that the medication be returned for review. So if you do want to proceed with your feedback it’s important that you do not consume your medication or that you cease consumption as soon as you are aware of the issue and have submitted your feedback to the Care Team. We will also raise the issue directly with your practitioner and reach out should they have any advice regarding the disruption to your treatment plan.

When emailing the Care Team about your issue, please include photographic evidence of your issue, such as: leaking, breakages, weight discrepancy or incorrect product. For weight discrepancies, please mention the type of tool used to weigh the medication (ensure you’re using appropriate microgram scales and not kitchen scales) and let us know how much, if any, of the product has been consumed by you. 

                                                                                                                    

Please note: as part of the Therapeutic Good Administration (TGA) guidelines, the acceptable weight variation of prescription products may vary by up to 10% of the total weight value and will not be subject to a refund or return on this basis.

What do I do if my medication isn’t working for me?
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Medicinal cannabis is a very personal treatment. What works best for one person may not always work for another. If you feel your medication is not working for you and you want to stop taking it, you are welcome to contact the Care Team who can reach out to your prescribing doctor for advice on how to proceed with your treatment plan. If you are wanting to try a new type of medication that you do not currently have a prescription for or get further guidance from your practitioner, you will need to book a follow up consultation with your Polln doctor.

Who do I talk to if I have a question about my medication?
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If you have a question about your prescribed medication you are welcome to contact the Care Team or book a follow up consultation with your Polln doctor. We recommend booking a 15 minute Standard Follow Up Consultation if you just need to ask a few questions about your current medication/s, or a 30 minute Extended Follow Up Consultation if you need more time with your doctor to discuss your progress and treatment plan in depth.

The Care Team can only provide guidance based on the notes provided to us by your doctor or based on the medication information available to us – such as your dosing requirements and how to take your medication. For personalised medical advice, you will need to speak with your Polln doctor directly.

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 the Care 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 or present to a hospital emergency department immediately.

How do I access repeat scripts of my medication?
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If you know you have repeat scripts of your medication available that you would like to access, simply reach out to the Care Team so we can send you an invoice and arrange for your treatments to be delivered to you. The Care Team may also reach out to remind you to access your prescriptions if they are due to expire. If you’re unsure whether you have repeats available to you, you can check on your Polln dashboard under documents and/or prescriptions or reach out to the Care Team who will be able to check for you. The pharmacy will only be able to dispense your medication once the appropriate amount of time has passed from when you last accessed your prescription, based on the dosing requirements on your treatment plan.

Once you have used all repeats available to you, you will need to book in for a follow up consultation with your Polln practitioner to discuss your progress and acquire a new prescription. Your doctor may decide to add extra repeats in the future to allow for less follow up consultations – however this will be decided on a case to case basis and will be up to their discretion. We keep your repeat prescriptions safely on file, but you can also view these in your Polln dashboard under documents and/or prescriptions.  

 

It is always a good idea to reach out in advance (for example, if you are about to run out of your current medication), as sometimes we do need to order your products into our partner pharmacy after we receive your payment which can add a couple of business days to the process.

Can I travel with my prescription cannabis medications?
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Yes. If you are a patient with a valid prescription for medicinal cannabis, you are allowed to travel with your approved medicine/s between all states in Australia. Even if you're flying.

If you're travelling with medicinal cannabis in Australia, here are some things to keep in mind:

  1. Always ensure you can access a copy of your script outlining your list of approved medications, which will be available to view or download at your Polln patient dashboard.
  2. Keep your medication in its original packaging with the pharmacy label attached so that it can be identified as the medication on your approval letter or script.
  3. Make sure you're carrying some form of ID matching the information on your script, medication and/or approval letter.
  4. Remember that while you are permitted to have your treatments with you and to travel with them, there may be restrictions on certain medication delivery methods, such as vaping in crowded public areas. TGA does not support smoking and therefore if you are smoking your cannabis, there may be scope for law enforcement to stop you. Ask your Polln doctor if you are unsure.
  5. Remember any driving restrictions that exist for your prescribed product will apply Australia-wide.

If you are unsure about travelling with your prescribed medication, simply reach out to the Care Team or discuss this with your doctor during your next consultation.

Learn more about Travelling as a medicinal cannabis patient in Australia: what you need to know

Can I drive when taking my prescription cannabis medications?
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During your consultation, your doctor will discuss your prescribed treatments with you in detail, informing you of any driving restrictions associated with your medications. If your treatment does not contain any of the cannabinoid THC, you will likely be able to drive as normal.

THC is known to have impairing effects. As such, your Polln practitioner will advise you not to drive or operate machinery while being treated with any medicinal cannabis product containing THC. Driving with any detectable amount of THC in your system is currently a criminal offence in all states in Australia, even with a prescription. THC may be detected in saliva up to a number of days after administration. 

If you are unsure about whether you should drive while taking your cannabis medications, reach out to the Care Team who can refer to your clinical summary or contact your doctor for further advice.

Learn more about Medicinal cannabis and driving: what you need to know as a patient in Australia

Pharmacy and treatment delivery

How much does medication shipping cost?
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Express shipping for all treatment deliveries is at a flat rate of $15 Australia wide. 

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. If no one is home, your package will be taken to the nearest post office for later collection.

How long will it take for my prescription to arrive?
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If your products are in stock at our partner pharmacy, they will be dispatched within 1 business day of receiving payment. In some cases we may need to order your medication directly from the supplier, which can cause an additional delay of 2–5 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. If no one is home, your package will be taken to the nearest post office for later collection.

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

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. If no one is home, your package will be taken to the nearest post office for later collection.

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 on your Polln dashboard.

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. If no one is home, your package will be taken to the nearest post office for later collection.

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

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. If no one is home, your package will be taken to the nearest post office for later collection.

Can I have my medications sent to a different address (e.g. work or away from home)?
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Your package can be sent to any Australian location that you request. If your preferred delivery address is different from the address listed on your patient profile, simply email the Care Team with your preferred address and written consent for us to send your shipment there prior to paying for your invoice.

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. If no one is home, your package will be taken to the nearest post office for later collection.