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 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 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 covers the cost of your consultation as well as any associated application fees for access to medicinal alternatives. Returning Polln patients will pay either $75 for a Standard consultation or $49 for a Short consultation, 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. 

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.

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

Using the Polln platform

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 new prescriptions of your current medication/s and a quick review only, we suggest booking a 'Short Consultation' which runs for 15 minutes. If you are wanting to discuss your progress in more detail and make potential changes to your treatment plan, then a 'Standard Consultation' which runs for up to 30 minutes is recommended.

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

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.

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.

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

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.

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 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.

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.

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.

For further information about accessing medical cannabis in Australia, visit https://www.tga.gov.au/medicinal-cannabis

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 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 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.

Bookings, Payments and Refunds

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.

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

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. 

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.

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.

Do I need to use a vaporiser?
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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. 

If you are unsure whether you need to use a vaporiser with your treatment or you need help with purchasing or using one, please reach out to the Care Team who will be happy to assist.

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.

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.