Telehealth Policy and Consent Information

Last updated: 1 September 2026

Back To Function Chiropractic may provide telehealth consultations when remote care is clinically appropriate and can be provided safely and effectively.

Telehealth can provide a convenient way to discuss symptoms, review progress, receive education and advice, assess movement that can reasonably be observed remotely, and plan appropriate next steps. However, telehealth cannot replace every aspect of an in-person chiropractic assessment or treatment.

This policy explains:

how our telehealth consultations work;
when telehealth may or may not be appropriate;
the limitations of remote assessment;
your privacy and consent rights;
your responsibilities when participating remotely;
what happens if the connection fails;
fees, cancellations and possible rebates; and
how to provide feedback or make a complaint.

Telehealth consultations are subject to the same professional standards and obligations that apply to other chiropractic services, taking into account the limitations of remote care.

1. What Is Telehealth?

Telehealth, sometimes called virtual care, is the delivery of healthcare when the patient and practitioner are in different locations and communicate using technology.

Depending on the circumstances and the technology available, a telehealth consultation may use:

video conferencing;
telephone communication where clinically appropriate;
secure electronic communications; or
another suitable remote-care technology.

A registered health practitioner may use telehealth where the practitioner determines that it is safe, clinically appropriate and suitable for the healthcare service being provided.

Telehealth does not lower the standard of care expected of a practitioner. If the limitations of remote care prevent an appropriate assessment or service from being provided, an in-person assessment or referral may be required.

2. When Telehealth May Be Appropriate

Whether telehealth is appropriate depends on your individual circumstances, the purpose of the consultation and your practitioner's clinical judgment.

Telehealth may be useful for:

discussing your health history and current concerns;
some initial consultations where an immediate physical examination is not required;
follow-up consultations;
reviewing progress or changes in symptoms;
discussing an existing management plan;
providing education and self-management advice;
reviewing exercises, mobility or movement that can appropriately be observed by video;
discussing lifestyle or activity modifications;
reviewing investigation results where appropriate;
determining whether an in-person chiropractic assessment may be required;
patients who experience mobility or transport barriers; and
patients who are geographically unable to attend the clinic easily.

A telehealth booking does not guarantee that the entire consultation or course of care can be completed remotely.

3. When Telehealth May Not Be Appropriate

Telehealth may not be appropriate where a physical examination, hands-on assessment, treatment or urgent medical evaluation is reasonably necessary.

An in-person consultation or referral may be recommended where:

a new or unexplained condition requires physical examination;
your symptoms indicate that neurological, orthopaedic or other physical testing is required;
hands-on treatment is being considered;
your condition has significantly changed or deteriorated;
your symptoms could indicate a serious underlying condition;
visual assessment by video is insufficient;
technology or communication barriers prevent an adequate consultation;
the practitioner cannot obtain enough information to provide safe care;
another healthcare practitioner is better placed to assess or manage the concern; or
your chiropractor otherwise determines that remote care would not meet an appropriate standard of care.

Your practitioner will continue to assess whether telehealth remains appropriate during the consultation.

You may ask at any time why telehealth has been recommended and whether an in-person consultation would be more appropriate.

4. Telehealth Is Not an Emergency Service

Back To Function Chiropractic does not provide emergency healthcare through telehealth.

If you believe you are experiencing a medical emergency, call 000 immediately or attend the nearest hospital emergency department.

Do not wait for a scheduled telehealth appointment or use an online booking form, email or telehealth message to seek assistance for an urgent or life-threatening condition.

4.1 Urgent concerns identified during a consultation

If your chiropractor identifies signs or symptoms that may require urgent medical assessment, they may:

advise you to seek urgent in-person medical care;
recommend contacting your GP or another healthcare practitioner;
recommend attending an emergency department;
advise you to call 000 where appropriate;
arrange or recommend another appropriate referral; and
document the advice provided in your clinical record.

This is one reason we may confirm your current physical location and contact details during a telehealth consultation.

5. Identity, Location and People Present

5.1 Confirming your identity

At the beginning of a telehealth consultation, we may ask you to confirm information such as:

your full name;
date of birth;
contact details; and
other information reasonably necessary to confirm your identity.

For a new patient, or where additional verification is reasonably necessary, we may ask for another appropriate form of identity verification.

We will not collect more identity information than is reasonably necessary for the relevant purpose.

5.2 Confirming your location

We may ask where you are physically located at the time of the consultation.

Knowing your location can be important because:

health-practitioner obligations may depend on where the patient is located;
it assists with emergency planning;
it can help identify appropriate local services if referral is required; and
some funding, insurance or reimbursement arrangements may have geographic requirements.

If you are outside Australia at the time of the consultation, please tell us before the appointment. We may be unable to provide telehealth care where professional, regulatory, insurance or other requirements prevent us from doing so.

5.3 Other people present

Your practitioner may ask whether anyone else is present or able to hear the consultation.

You may have a support person, family member, carer or interpreter present if you wish, subject to appropriate privacy, consent and clinical considerations.

If another person participates in the consultation, we may confirm their identity and role where appropriate.

6. Technology and Your Environment

For a video consultation, you will generally need:

a smartphone, tablet or computer capable of video communication;
a working camera, microphone and speakers;
a sufficiently stable internet connection;
access to the consultation link or platform;
enough physical space to participate safely if movement is to be observed; and
a reasonably private environment.

If you need assistance using the telehealth technology, please contact us before the appointment where possible.

6.1 Your physical environment

Please participate from a location where you can communicate safely and privately.

If your practitioner asks you to demonstrate a movement or exercise, you should:

ensure you have enough clear space;
remove obvious trip or fall hazards;
stop immediately if you experience concerning pain, dizziness or other symptoms; and
tell the practitioner if you do not feel safe performing the requested activity.

You are never required to perform a movement that you believe is unsafe or uncomfortable.

7. Privacy and Confidentiality

Telehealth consultations involve the collection and use of health information and are subject to the same general privacy and confidentiality obligations that apply to other healthcare services.

We handle personal and health information in accordance with our Privacy Policy and applicable privacy requirements, including the Privacy Act 1988 (Cth), the Australian Privacy Principles and the Health Records and Information Privacy Act 2002 (NSW).

We take reasonable steps to select and use technology appropriate for healthcare communications and to protect personal information against misuse, interference, loss and unauthorised access, modification or disclosure.

7.1 Privacy limitations of telehealth

Electronic communications cannot be guaranteed to be completely risk-free.

Potential risks may include:

internet or platform failures;
unauthorised access to a device or account;
another person overhearing the consultation;
malicious software or cybersecurity incidents;
misdirected electronic communications; or
privacy practices of a third-party technology provider.

You can help protect your privacy by:

participating from a private location;
using a device you trust;
protecting your device and account passwords;
avoiding unsecured public devices where possible; and
telling us if another person is present.

7.2 Recording telehealth consultations

We do not ordinarily record telehealth consultations.

If recording is proposed for a particular purpose, we will explain the reason and obtain any consent required before recording begins.

You should also obtain appropriate consent before recording a consultation yourself.

7.3 Sharing information with other healthcare providers

Information from a telehealth consultation may be disclosed to another healthcare provider where:

you consent;
the disclosure is reasonably expected and permitted as part of coordinating your healthcare;
the disclosure is otherwise authorised or required by law; or
another lawful basis applies.

Booking a telehealth consultation does not by itself constitute blanket consent for us to send your clinical information to every healthcare provider involved in your care.

Further information about the collection, use and disclosure of health information is available in our Privacy Policy.

8. Consent to Telehealth

We will obtain or confirm appropriate consent before providing telehealth healthcare.

Consent involves understanding that:

the consultation will occur remotely using technology;
telehealth has benefits and limitations;
some components of a physical examination cannot be performed remotely;
hands-on chiropractic treatment cannot be delivered through telehealth;
an in-person assessment or referral may become necessary;
electronic communication involves privacy and technology risks;
clinical information will be documented in your health record; and
you may ask questions or withdraw from the telehealth consultation.

Consent may be documented through the booking or intake process and may also be confirmed verbally during the consultation where appropriate.

Your consent to telehealth does not remove the practitioner's responsibility to obtain appropriate consent for specific examinations, recommendations or other healthcare decisions.

8.1 Your right to withdraw consent

You may decide that you no longer wish to continue by telehealth.

You may:

cancel or reschedule the appointment before it begins;
tell your practitioner during the consultation that you wish to stop; or
request future consultations in person where an appropriate in-person service is available.

Withdrawing consent to telehealth will not result in retaliation or discriminatory treatment.

Separate booking or cancellation conditions may apply to an appointment where those conditions were properly disclosed in advance. See our Bookings, Cancellations and Refunds Policy for further information.

9. What Can and Cannot Be Assessed Remotely

9.1 What may be possible through telehealth

Depending on the circumstances, your chiropractor may be able to:

take or review a health history;
discuss symptoms, pain and functional limitations;
review changes since a previous consultation;
observe some posture and movement through video;
ask you to perform appropriate self-directed movements;
provide education about your condition or symptoms;
provide appropriate exercise or self-management advice;
discuss activity or lifestyle modifications;
review available investigation results;
discuss management options;
determine whether an in-person assessment is appropriate; and
recommend referral to another healthcare provider where indicated.

9.2 Limitations of remote assessment

Telehealth generally does not allow your chiropractor to perform the same physical examination that could be undertaken in person.

Depending on the consultation, limitations may include inability to personally perform:

palpation;
hands-on joint or tissue assessment;
some neurological examinations;
some orthopaedic tests;
manual muscle testing;
physical measurements requiring specialised equipment;
diagnostic procedures requiring physical contact; or
other hands-on clinical examinations.

Telehealth also cannot be used to physically deliver:

spinal manipulation or mobilisation;
soft-tissue treatment;
shockwave therapy; or
another hands-on treatment requiring the practitioner and patient to be physically present together.

If these limitations prevent an adequate assessment or treatment, your practitioner will recommend an appropriate next step.

10. In-Person Assessment and Referral

Your chiropractor may recommend an in-person assessment or referral at any stage.

This may occur where:

a physical examination is necessary;
your symptoms are new, unexplained or significantly changed;
your symptoms are worsening or not responding as expected;
a potential red flag or serious condition is identified;
hands-on treatment may be appropriate;
additional diagnostic investigation is required;
telehealth technology does not provide enough information;
another practitioner has more appropriate expertise or scope; or
continuing remotely would not provide an appropriate standard of care.

Referral may be made or recommended to an appropriate healthcare provider, which could include your GP, a medical specialist, physiotherapist, imaging provider, hospital or another practitioner depending on the circumstances.

11. Connection or Technology Failure

If the video or audio connection fails during a consultation, we will take reasonable steps to continue or appropriately conclude the appointment.

Depending on the circumstances, we may:

attempt to reconnect through the telehealth platform;
contact you using the telephone number you provided;
continue by telephone where clinically appropriate;
reschedule the remaining consultation;
recommend an in-person appointment; or
take another reasonable step appropriate to the circumstances.

Please ensure your telephone number and other contact information are current before the consultation.

11.1 Fees following a connection failure

Whether a fee, refund, credit or rescheduled consultation is appropriate will depend on:

the cause of the technical problem;
how much of the consultation was completed;
whether the service could reasonably continue another way;
whether the problem originated with the clinic or patient;
the booking terms disclosed to you; and
applicable consumer guarantees.

A genuine technical failure will not automatically be treated as a missed appointment.

If a technical problem attributable to us means that a paid service cannot be supplied, we will provide an appropriate remedy in accordance with our Bookings, Cancellations and Refunds Policy and the Australian Consumer Law.

12. Fees, Cancellations and Rebates

12.1 Telehealth fees

The applicable fee for a telehealth consultation will be disclosed before you complete the booking or otherwise agree to the service.

We do not assume that a telehealth consultation will necessarily have the same fee as an equivalent in-person appointment unless that is the fee disclosed to you.

12.2 Private health insurance

Private health-insurance benefits for chiropractic telehealth services vary between insurers, policies and services.

We recommend confirming eligibility directly with your insurer before the appointment if reimbursement is important to you.

We do not guarantee that an insurer will reimburse a telehealth consultation.

12.3 Medicare

Some chiropractic services may be eligible for Medicare benefits in limited circumstances.

For example, eligible allied health practitioners, including chiropractors, may provide certain Medicare-funded chronic-condition-management services to eligible patients where the applicable Medicare requirements are satisfied. Separate MBS items exist for eligible telehealth services.

Eligibility depends on the current Medicare Benefits Schedule requirements, the patient's circumstances, the applicable care plan or referral arrangements, practitioner eligibility and the particular service provided.

A Medicare benefit should not be assumed merely because an appointment is provided by telehealth.

Please ask us or check with Medicare if you need information about possible eligibility before your appointment.

12.4 Cancellations and missed appointments

Telehealth appointments are subject to our Bookings, Cancellations and Refunds Policy.

As of the current effective date of that policy, we ask patients to provide as much advance notice as reasonably possible when cancelling or rescheduling. A particular minimum notice period or cancellation fee applies only where it has been clearly disclosed before the booking is completed.

We will not impose a telehealth cancellation or missed-appointment fee that was not properly disclosed beforehand.

13. Clinical Records

Telehealth consultations form part of your healthcare record.

We maintain clinical records appropriate to the consultation and applicable professional and legal requirements.

Depending on the circumstances, the record may include:

the date and type of consultation;
relevant information about your location;
clinical history and symptoms discussed;
observations and assessment findings;
the limitations of remote assessment where relevant;
advice, recommendations or exercises provided;
referrals or investigations recommended;
follow-up arrangements;
significant technical problems affecting the service; and
information about consent where appropriate.

We do not need to create a separate video recording in order to maintain an appropriate clinical record.

You may request access to your health information in accordance with our Privacy Policy and applicable law.

14. Your Rights

When receiving telehealth care, you have the same fundamental healthcare rights that apply to other services.

You have the right to:

receive respectful and non-discriminatory care;
receive care that is clinically appropriate and provided with reasonable skill and care;
understand the limitations of telehealth;
ask questions;
participate in decisions about your care;
decline a proposed assessment or recommendation;
withdraw consent to telehealth;
request an in-person consultation where appropriate and available;
have your personal and health information handled appropriately;
request access to or correction of your health information; and
provide feedback or make a complaint without retaliation.

Further information is available in our Patient Rights, Responsibilities and Complaints Policy.

15. Your Responsibilities

To help us provide safe telehealth care, we ask that you:

provide accurate and complete health information to the best of your knowledge;
tell your practitioner about significant changes in your symptoms or health;
tell us where you are located when reasonably requested;
provide current contact details;
participate from an environment that is reasonably safe and private;
tell your practitioner if another person is present;
tell your practitioner if you cannot safely perform a requested movement;
ask questions where information is unclear;
tell us promptly if you experience a technical problem;
communicate respectfully with practitioners and staff; and
provide as much notice as reasonably possible if you need to cancel or reschedule.

16. Feedback and Complaints

If you have a concern about a telehealth consultation, we encourage you to contact us so that we can review the matter.

Back To Function Chiropractic
Attention: Adam Gavine, BHK, M.Chiro
Phone: 0468 749 223
Email: adam@backtofunction.com.au

We aim to acknowledge written complaints within 5 business days and provide a substantive response within 30 days.

If additional time is reasonably required to investigate a complex matter, we will provide an update.

Making a complaint will not result in retaliation, discrimination or less favourable treatment.

16.1 External healthcare complaints in New South Wales

You may also contact an appropriate external complaint or regulatory body.

Health Care Complaints Commission

The Health Care Complaints Commission receives complaints about health services and registered and non-registered health practitioners in New South Wales.

Website: www.hccc.nsw.gov.au
Online complaints: HCCC online complaints portal
Enquiry Line: 1800 043 159

Chiropractic Council of New South Wales

The Chiropractic Council of New South Wales, supported by the Health Professional Councils Authority, works with the HCCC in relation to concerns about registered chiropractors practising in NSW.

Phone: 1300 197 177
Website: Health Professional Councils Authority – Chiropractic Council

Different notification arrangements apply in New South Wales under the national registration scheme. Depending on the nature of a matter, AHPRA may direct NSW complaints concerning a practitioner's health, conduct or performance to the appropriate NSW body.

16.2 Privacy complaints

If your concern relates to the collection, use, disclosure or security of your personal or health information, please refer to our Privacy Policy for our privacy complaint process and applicable external complaint options.

17. Related Policies

This policy should be read together with our:

Privacy Policy;
Patient Rights, Responsibilities and Complaints Policy;
Bookings, Cancellations and Refunds Policy;
Accessibility Statement; and
Terms of Use.

If a specific consent form or clinical agreement applies to your telehealth service, that document should also be read before proceeding.

18. Contact Us

For questions about telehealth, accessibility requirements, privacy, bookings or this policy, please contact:

Back To Function Chiropractic
Attention: Adam Gavine, BHK, M.Chiro
ABN: 37 574 639 193
Address: Suite 36–38, 12–14 Waratah Street, Mona Vale NSW 2103, Australia
Phone: 0468 749 223
Email: adam@backtofunction.com.au
Website: https://www.backtofunction.com.au/
Google Maps: View the Mona Vale clinic location

19. Review of This Policy

We periodically review this Telehealth Policy and Consent Information to reflect changes in:

our telehealth services and technology;
professional standards and guidance;
privacy and health-record requirements;
Medicare and private health-insurance arrangements;
consumer-protection requirements; and
applicable Australian and New South Wales laws.

Our telehealth practices are informed by applicable professional obligations, including the Health Practitioner Regulation National Law as applied in New South Wales and telehealth guidance for registered health practitioners, together with applicable privacy, health-record and consumer-protection requirements.