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. No. You will need to finalise this claim, including any resubmissions, with the Pharmacy Guild.

  5. You won’t need to re-register, but you will need to reset your password (you’ll receive an email telling you how) and supply your bank account details.

  6. No, unfortunately this information will no longer be available. If you need any information from the old 6CPA Portal, you should talk to the Pharmacy Guild about how to access this information.

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

  8. 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.

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

Registration

  1. If you’ve never made any claims (via either the 6CPA Portal or the Pharmacy Program Administrator) you’ll need to register – you can find more information here. If you’ve previously made claims via the Guild, you won’t need to re-register, except in special circumstances. You will receive an email from the Pharmacy Programs Administrator telling you what you need to do.

  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 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. No, the Pharmacy Programs Administrator Portal is new and will not look like the 6CPA system. However, you will be able to easily track the status of a claim.

  7. 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.

  8. 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.

  9. 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.