Frequently Asked Questions

Q: When will my appointments be?
A: This is the best bit, whenever you want them! If it suits you to discuss your diabetes at 11.00pm or maybe 5.00am, all you have to do is let us know and we will book you in.

Q: How do I communicate with the service?
A: However you like. You may wish your consultations to be via phone, email, Skype or text. We offer all of these. This allows you to communicate wherever you are, work or home, in the country or perhaps even overseas. You can also ask for a quote for face to face appointments in Australia.

Q: What equipment do I need?
A: None! Simply a phone will be enough.

Q: Can I use a variety of methods for the appointments?
A: Absolutely. The first appointment is usually the longest and best done over the phone or via Skype but we can use email or text or a variety of any of these. Just let us know what suits you.

Q: What if I need to change my appointment time?
A: Cancellations are fine. We prefer advance notice but understand that sometimes life just gets in the way.

Q: Can I use this for a close relative such as a child or an elderly parent?
A: Yes. If the child is under your care we can work with you. If it is an adult, we can assist as long as we have that persons’ consent to discuss their medical issues.

Q: If I have completed my purchased care package (i.e 3 months) and I want further assistance do I have to buy the package again?
A: No. Just let us know what you want and for how long and we will give you an individualised quote.

Q: Are the meters in the package good quality?
A: Accu Chek meters are some of the best meters on the Australian market. They come with a life time warranty so if anything goes wrong with your meter, you have the confidence that it can be replaced free of charge. No hassles guaranteed.
Every monitor comes with all you need to get started including lancing device, lancets, batteries, testing strips, meter pouch and blood glucose diary.

Q: What is Smart Pix?
A: Smart pix is a device that plugs into your computer via USB and allows your meter to download all of your blood glucose readings. You can then email them to us for review as well as add information, diet and exercise. It is brilliant.

Q: Why don’t those on insulin receive a Smart Pix device?
A: The Accu Chek Mobile that comes with the insulin package can automatically download the results without the Smart Pix device, again brilliant!

Q: Do I have to live in Australia?
A: Yes, your main residence and care team need to be based in Australia however we can continue to provide support to you during travel overseas.

Q: Do I have to have the packages listed?
A: No. Please send an enquiry through and we can work out a quote based on your needs. We are flexible and want to work in with you.

Q: Do you offer face to face consultations?
A: Yes. If you want a quote, please use the ‘Contact Us’ section and we will discuss your needs.

Q: Can I have this service for free using the Care Plan written by my doctor?
A: Sadly, no. At this time the Government are not covering the costs of E-health for diabetes education by Credentialled Diabetes Educators.

Q: Can I claim these services with my private health fund?
A: Maybe. Many private health funds are realising the benefits of E-Health especially in the care of people with chronic conditions such as diabetes. So depending on your health fund and the level of cover you have, you may be able to receive a rebate. Also, remember that this is an investment in your long term health and well being.

Q: Do I have to pay by credit card?
A: No, you can contact us and we can give you details on paying via bank transfer or cheque, however, your selected Service can not begin until your funds have cleared.

Q: Are my credit card and payment details secure?
A: Definitely. We use a secure transaction service. Your card details are not shared with us; we are simply notified of your payment.

Q: Will Australian Diabetes Online Services contact my GP or other health professionals?
A: Yes, if you provide us with the consent to do so. This allows your care to be a ‘team’ approach and is best practice. However, if you would prefer us to not share or discuss your care we will respect your wishes.


Do you have a question that is not answered here?

Just contact us and we will get back to you within 24 hours.