FAQ

For frequently asked questions about specific Programs, please see individual Program pages. For general questions and information about payments, registration and claiming, the following FAQ may assist. If you have any further questions, please contact our Support Centre.

General

  1. Yes, they are available by clicking the View Remittance Advices link for a Service Provider. Remittance advices are available approximately three days after a claim is lodged.

  2. The Patient Consent Form can be downloaded from individual Program pages, where Patient consent is necessary.

  3. You should keep these copies for seven years.

  4. You can contact us via email, or call us on 1800 951 285 between 9 am and 8 pm AEST.

  5. Visit the Portal, where you can click the Forgot Password link. A password reset link will be sent to your registered email address. This email address is also your user name.

  6. This varies by Program, so please refer to individual Program Rules.

Registration

  1. You can find more information here.

  2. Yes. You can register as many Pharmacies/entities as you like, so long as you meet all of the relevant Eligibility Criteria.

  3. You can update your details by logging in to the Portal. Instructions are available on the Resources page of the website.

  4. It’s entirely up to you. If you would like these Pharmacists to lodge claims on behalf of your Pharmacy, they will need to register and you will need to approve them. If you’re happy to manage all claiming, you are the only person who needs to be registered.

Claiming

  1. To lodge an Exceptional Circumstances claim, please complete an Exceptional Circumstances Request (available from the Resources page) and email it to support@ppaonline.com.au. Please note that the Department of Health and Aged Care reviews all Exceptional Circumstances claims and this process can take up to 30 days. More information on the Exceptional Circumstances process can be found on the Resources page.

  2. Please refer to Program-specific pages for Portal User Guides for each type of claim.

  3. Since your claims are checked and verified as you submit them, invalid claims can’t be submitted. This means there is no need for resubmissions.

  4. The majority of Programs do not require any documents to be uploaded when submitting a claim. A small number will require some documentation but the Pharmacy Programs Administrator Portal will instruct when this is required.

  5. A pop-up in the Portal will immediately advise you if your claim has been successfully submitted. 

  6. Yes. The system validates your claim prior to submission, so you won’t be able to submit a claim with an incorrect Medicare number. An error message will prompt you to correct your claim.

  7. Yes, you will need to provide your bank account details.  You’ll receive an email explaining how to do this, or you can contact our Support Centre for assistance.

  8. The timeframe for payment depends on the Program, but for the Programs with the most claims, such as Dose Administration Aids and MedsCheck claims, the payment turnaround will be less than a week.


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