Frequently Asked Questions

Access and Login

How do I log in? Enter your email address on the login page and click Send login code. A 6-digit code will be sent to your email. Enter the code to log in.

I didn't receive my code. Check your spam or junk folder. If it still hasn't arrived after a few minutes, submit the login form again to request a new code. If the problem persists, contact the practice.

I'm locked out of my account. After 3 failed login attempts, your account is locked for 15 minutes. Wait 15 minutes and try again. If the problem persists, contact the practice.

Can I set a password instead of using a code? No — the Referrer Portal uses one-time passcodes for security. This means even if someone intercepts a code, it cannot be reused.

Clients and Referrals

I can't see a client I referred. You can only see clients linked to you through a referral record in the practice's system. Contact the practice to confirm the referral has been recorded.

Can I see the client's clinical notes? No — clinical notes are not accessible through the referrer portal. You can see referral status, assigned practitioner, session count, and documents the practice has explicitly shared with you.

Documents

What documents can I upload? You can upload referral letters, mental health treatment plans, court orders, NDIS plans, and other supporting documents.

Can I delete a document I uploaded? No — uploaded documents cannot be deleted as they form part of the clinical record. Contact the practice if you uploaded a document in error.

General

Is my data secure? Yes. All data is encrypted in transit and at rest. Access is logged for audit purposes and retained for 7 years as required by Australian healthcare regulations.

Who can see my messages? Only authorised staff at the practice can read your messages. All message access is logged.