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Australian Digital Health Agency

Contact form

Use this form to contact the Australian Digital Health Agency:

Contact us

Any personal information you provide to the Agency will be used by the Agency to assist us with responding to your enquiry.

If we cannot resolve your enquiry, we may need to pass your information on to Services Australia or the Department of Health. Please let us know if you do not wish your information to be transferred to other entities.

For more information on how the Agency handles your personal information, how you can access and seek correction of the information, how privacy complaints can be made, and how the Agency deals with such complaints, please see the Agency privacy policy.

What type of user are you? (required)

Please select a service:

Please note: if you cannot see the clinical information you are expecting on your My Health Record, it is likely that it has not been uploaded by your healthcare provider. Please speak to your healthcare provider and ask them to upload your information. If your healthcare provider has uploaded your information but you cannot view it in your record, please contact the My Health Record Help line on 1800 723 471.

The Agency does not give medical or other professional advice. For medical advice, please contact a healthcare provider. If you are in an emergency, please contact emergency services on Triple Zero (000).

Your submissions are monitored 8am to 5pm (AEST/AEDT) Monday to Friday, excluding public holidays. The use of this website is subject to Terms of Use.

The Agency does not give medical or other professional advice. For medical advice, please contact a healthcare provider. If you are in an emergency, please contact emergency services on Triple Zero (000).

Your submissions are monitored 8am to 5pm (AEST/AEDT) Monday to Friday, excluding public holidays. The use of this website is subject to Terms of Use.

Please select a category:

Please provide the DISP ID

Your DISP ID will appear like this (or similar) on mobile:

and like this (or similar) in emails:

When did you receive the incorrect electronic prescription?

Please provide the date (DD/MM/YYYY)

Have you contacted the pharmacy/prescriber to get your electronic prescription resent?

No

Yes, I have tried with no resolution

We recommend you contact your pharmacy/prescriber to check your correct email address/phone number is on file, and ask them to reissue your electronic prescription(s).

Please provide the prescriber name and the surgery/practice name, or the pharmacy name that you are expecting the prescription from

How did you expect to receive the electronic prescription

SMS

Email

We recommend you check your junk/spam email folder first.

Enquiry or issue

I have an enquiry about a mobile app

I have an issue about a mobile app

Suggestion: You can contact the app provider directly to assist with your enquiry.

You can also let us know your enquiry by submitting the contact form below. Please provide the name of the app and all relevant dates/times in your response.

Suggestion: Have you used the help function within the app?

You can also let us know the issue by submitting the contact form below. Please provide the name of the app and all relevant dates/times in your response.

Enquiry or issue

An Active Script List is a digital list of your electronic prescriptions and can be a convenient option if you take multiple medications.

Ask your pharmacy about registering for an Active Script List.

I have an enquiry about Active Script List

I have an issue about Active Script List

You can request support for your Active Script List by submitting the contact form below.

Please let us know the issue are you experiencing by submitting the contact form below. Please also provide the date the issue started.

Please see our Electronic Prescribing learning modules for consumers. You can also enquire about education and training by submitting the contact form below.

For the current list of conformant software electronic prescribing products, please refer to the Electronic Prescribing External Conformance Register.

You can also enquire about connecting by submitting the contact form below. In your message, please let us know which prescribing or dispensing system(s) and digital health products you are currently using if any, and which versions.

Have you contacted your software provider to resolve this issue?

No

Yes, I have tried with no resolution

Suggestion: We recommend that you contact your software provider directly to assist with your issue.

When did you contact them?

Please provide the date (DD/MM/YYYY)

If you received a ticket number, please provide it.

What is the name of the software system, and which version (if known) are you currently using ?

When did the issue first occur?

Please provide the date (DD/MM/YYYY)

Please provide any additional information below, including steps you have taken to resolve the issue.

Do you have an individual PRODA account and are you an RO or OMO of your organisation?

Yes

No

To check whether your software product is NASH SHA-2 ready, or request or renew a NASH certificate, please click here.

You can find out more about our Events and Webinars and eLearning Modules.

You can also request (or enquire about training) by submitting the contact form below. In your message, please let us know:

Your organisation name,
Your healthcare sector eg. pharmacy, general practice, aged care, nursing, hospital, specialist,
The type of training required eg. webinars, modules, documentation,
Approximately how many people you would like to train, and
When would you like the training to be held?

The name and version (if known) of the software product

The date and time when the issue or outage started

Please provide the date (DD/MM/YYYY)

To integrate your product with electronic prescribing, please refer to the Agency's Developer Guides for Electronic Prescribing.

To integrate your product with the HI service, you will need to register your organisation with the Health Systems Developer Portal.

You can also get support by submitting the contact form below. In your message, please let us know:

What is the name and version number of your product?
Which service(s) or connection step(s) would you like support for?
Is your product already integrated with the HI service?

For legislative or regulatory enquiries, you can:

Contact the Department of Health with any questions about the legislative framework for electronic prescribing, or for more information please click here.
Contact Services Australia with any questions about PBS or RPBS claim systems or the Healthcare Identifiers (HI) service.
Refer to our Developer Guides for more information about electronic prescribing.

Please refer to the Electronic Prescribing External Conformance Register for the most current list of conformant software products.

You can also enquire about the Conformance Register by submitting the contact form below. In your message, please let us know:

The name and version of your software system,
Whether your system relates to dispensing, prescribing, mobile apps, medication management etc., and
Which version of the Conformance Profile your query relates to.

Please describe the outage or issue you are experiencing by submitting the contact form below. In your message, please let us know:

Organisation name,
What is the issue or outage, and
The date and time the issue or outage started.

You can get technical support by submitting the contact form below.

Subject (optional)

Message (optional)

Salutation

First name (required)

Last name (required)

Email (required)

Phone

Organisation name

Organisation type

Interpreting service

If you need an interpreter, call TIS National on 131 450.

For hearing or speech assistance, contact the National Relay Service or call 1300 555 727.

myGov enquiries

myGov helpdesk: 132 307 (option 1), available 7am - 10pm, Monday - Friday and 10am - 5pm, Saturday - Sunday in local Australian time zones.

Medicare enquiries

Medicare: 132 011, available 24 hours a day, 7 days a week.

Proof of COVID-19 vaccinations

The Australian Digital Health Agency cannot access, edit, or reproduce your COVID-19 vaccination information. All appropriate advice for accessing your vaccination history can be found on the Services Australia website. This includes guidance for accessing vaccination history online and paper, and also for Medicare and non-Medicare holders.

Visit our frequently asked questions page for more information. Please do not use the contact form (above) as it will delay your support.

Services Australia

My Health Record enquiries

Phone

My Health Record help line: 1800 723 471 (option 1), available 24 hours a day, 7 days a week.

Online

Complete the Australian Digital Health Agency Contact form above.

Write to us

My Health Record
GPO Box 9942
Sydney NSW 2000

Freedom of information enquiries

Under freedom of information (FOI) you have the right, with limited exceptions, to access documents we hold. For FOI requests, please visit our Freedom of Information (FOI) page.

Mental health support

In case of emergency

If you are in an emergency, or at immediate risk of harm to yourself or others, please contact emergency services on Triple Zero (000).

Mental health support

If you or someone you know needs immediate help, contact:

Beyond Blue provides free information and support to help you achieve your best possible mental health, whatever your age and wherever you live.
Phone: 1300 224 636, available 24 hours a day, 7 days a week
Lifeline Australia provides free compassionate support for people in crisis.
Phone: 131 114, available 24 hours a day, 7 days a week
Headspace provides free support and counselling to young people aged 12-25 years old, their family and friends.
Phone: 1800 650 890, available from 9am - 1am, 7 days a week
Kids Help Line provides free support and counselling to young people aged 5-25 years old, their family and friends.
Phone: 1800 551 800, available 24 hours a day, 7 days a week
Mensline Australia provides free phone and online counselling service for men with emotional health and relationship concerns.
Phone: 1300 789 978, available 24 hours a day, 7 days a week

For healthcare providers

My Health Record enquiries

Phone

My Health Record help line: 1800 723 471 (option 2), available 24 hours a day, 7 days a week.

Online

Complete the Australian Digital Health Agency Contact form above.

Healthcare Identifiers (HPI-Is, HPI-Os, IHIs)

Phone: 1300 361 457
Email: [email protected]

Contact the Healthcare Identifier Service enquiry line for help with:

registering your organisation as a seed or network and getting a Healthcare Provider Identifier - Organisation (HPI-O)
registering as an individual healthcare provider and getting a Healthcare Provider Identifier - Individual (HPI-I)

eBusiness Service Centre

Phone: 1800 700 199
Email: [email protected]

Contact the eBusiness Service Centre for help with:

enquiries relating to Medicare and NASH PKI certificates
installing your Medicare and/or NASH PKI certificates
locating lost or forgotten passwords for PKI certificates and tokens

Provider Digital Access (PRODA)

Phone: 1800 700 199

Health Professional Online Services (HPOS)

Phone: 132 150

Clinical software technical support

Contact your clinical software vendor for help with:

clinical software technical support and trouble shooting (e.g. error messages)
installing Medicare and NASH PKI certificates

Australian Digital Health Agency

Phone: 1300 901 001, 8am - 5pm (AEST/AEDT), Monday - Friday
Email: [email protected]

We offer a range of support services for:

software developers interested in implementing digital health such as My Health Record, electronic prescribing and secure messaging
requests for training regarding My Health Record
using the My Health Record eLearning platform, clinical software simulators (on-demand training) and digital health collaborate spaces
clinical terminology products (AMT and SNOMED)
other digital health enquiries.