Understanding Medical Certificate Processing Times
Dociva aims to have medical certificate applications reviewed as efficiently as possible by an Australian registered medical practitioner. However, processing time can vary depending on practitioner availability, the information provided, the type of certificate requested and whether further assessment is required.
Submitting an application does not guarantee that a medical certificate will be issued. A doctor must first review your request and decide whether a certificate is clinically appropriate based on the information provided and any further assessment they consider necessary.
If you have chest pain, severe breathing difficulty, signs of a stroke, heavy bleeding, collapse, seizure, sudden swelling of the lips, mouth, throat or tongue, thoughts of self-harm, or any symptom that feels serious or life-threatening, call 000 immediately or attend the nearest emergency department.
When Will My Application Be Reviewed?
Applications are reviewed by the next available doctor during practitioner review hours. Where possible, straightforward applications may be reviewed quickly. Some applications may take longer if the doctor needs more information, if the request is more complex, or if application volumes are high.
If your request is submitted outside practitioner review hours, it will generally be reviewed when the next available doctor is online. This means the exact review time cannot be guaranteed.
For any Dociva service, the doctor may need to contact you by phone or video before making a decision if they consider it clinically necessary.
Why Can Processing Take Longer?
A medical certificate is a clinical document. Before issuing one, the doctor must consider whether your symptoms, circumstances and requested certificate period are appropriate for online assessment.
Processing may take longer if:
- Your application is missing important information
- Your symptoms require further clarification
- The requested certificate period requires additional assessment
- The doctor needs to contact you before making a decision
- Your request is not suitable for online assessment
- There is a high volume of applications waiting for review
- Your application is submitted outside practitioner review hours
What Happens During the Review Process?
Once you submit your application, an Australian registered medical practitioner reviews the information you provided. The doctor will consider your symptoms, the reason for your certificate request, the certificate type selected and whether the request can be safely assessed online.
The doctor may approve your request, decline your request, ask for further information, contact you by phone or video, or recommend that you seek in-person care or urgent medical attention if appropriate.
If the doctor cannot safely assess your request online, a certificate may not be issued.
Can I Speed Up the Process?
The best way to avoid delays is to provide accurate, complete and honest information when submitting your application. Incomplete, unclear or inconsistent information may require further review and can delay the outcome.
Please make sure your contact details are correct and that you are available by phone or email in case the doctor or support team needs to contact you.
Do not submit a request for emergency symptoms, serious symptoms, complex medical conditions, workplace injury claims, insurance claims, legal reports or situations requiring a physical examination. These matters may not be suitable for Dociva's online certificate pathway.
Can I Request a Backdated Certificate?
No. Dociva does not provide backdated medical certificates. A certificate can only be considered from the date of the clinical assessment and cannot be issued for a date before the assessment took place.
If you need evidence for an earlier absence, you should speak with your employer, school, university or organisation about their requirements and consider seeking advice from your usual healthcare provider.
When Will I Receive My Certificate?
If your application is approved, your certificate will be sent to the email address provided in your application. Delivery is usually by email after the doctor's approval is completed.
If further assessment is needed, the certificate will not be issued until the doctor has completed the required review and is satisfied that a certificate is clinically appropriate.
If your application is declined, you will be notified and may be advised to seek care from another appropriate healthcare provider.
What Should I Do If I Have Not Received My Certificate?
If your certificate has been approved but you have not received it, please check your email inbox, junk and spam folders first.
If you still cannot locate it, please contact our support team so we can check the status of your application and assist where appropriate.
How Dociva Supports Safe Processing
Dociva's process is designed to support safe and appropriate clinical review. Doctors are expected to make independent clinical decisions based on the information available to them and their professional judgement.
This means any Dociva service may require further questions, phone or video contact, or a recommendation to seek in-person care where clinically appropriate. While this may take longer, it helps protect patient safety and the integrity of the certificate process.
Frequently Asked Questions (FAQs)
Processing time can vary. Applications are reviewed by the next available doctor, and some requests may take longer if further information, phone contact, video contact or additional clinical review is required.
No. Submitting an application does not guarantee that a certificate will be issued. The doctor will decide whether a certificate is clinically appropriate after reviewing your application.
Your application may take longer if information is missing, your symptoms require clarification, the doctor needs to contact you, your request is complex, application volumes are high, or your request was submitted outside practitioner review hours.
The doctor or support team may contact you by email, phone or video where appropriate. Your application may remain pending until the required information or assessment is completed.
Yes. For any Dociva service, the doctor may request phone or video contact if they consider it necessary to safely assess your request. A certificate or other clinical outcome will not be issued unless the doctor is satisfied it is clinically appropriate.
No. Dociva does not provide backdated medical certificates. A certificate can only be considered from the date of the clinical assessment.
Do not wait for an online certificate review. If your symptoms are serious, sudden, rapidly worsening or life-threatening, call 000 immediately or attend the nearest emergency department.
Please check your inbox, junk and spam folders first. If you still cannot locate your certificate, please contact our support team for assistance.
If you need to correct an error, please contact our support team as soon as possible. Changes may require further review and may affect the processing time.
If you no longer need the certificate, please inform our team, and they will cancel the request. However, cancellation may not be possible if the application has already been reviewed or processed.
Refunds are handled in accordance with our refund policy and applicable consumer law. Please contact our support team if you need assistance with your application.
