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DVA by Leaf Doctors

Terms and Conditions

Current as of 29 October 2026

These terms explain how our services work and what you can expect from us, and what we ask of you. DVA by Leaf Doctors is operated by The Leaf Doctors Clinic Pty Ltd (ABN 56 671 455 646), with clinics at Shop 10/328 Gympie Road, Strathpine QLD 4500, and 245 King Street, Newtown NSW 2042. Please read these terms with our Privacy Policy and patient consent form.

1. Who these terms apply to

These terms apply to every patient of DVA by Leaf Doctors, whether you attend our Strathpine (QLD) or Newtown (NSW) clinic, see us in person or by phone, and wherever you live in Australia. Our services are for adults aged 18 and over.

2. Our services

• We provide assessment and care for veterans and DVA card holders, working with your GP and specialists. We do not replace your usual GP.
• Your care usually starts with a call from our Veteran Care Coordinator, then a nurse pre-screen (by phone or in person), then an in-person appointment with one of our doctors. Follow-up appointments may be by phone or in person, as your doctor advises.
• We are not an emergency service. If you are unwell, unsafe or in crisis, call 000. Open Arms – Veterans & Families Counselling is available 24 hours a day on 1800 011 046.

3. No guarantee of treatment or funding

• An appointment does not guarantee a particular treatment, a prescription or approval from the Department of Veterans’ Affairs (DVA).
• All treatment decisions are made by your doctor, based on your clinical needs, safety and the law. Your doctor may decide a treatment is not suitable, may need more information or a specialist’s opinion first, or may recommend other care.
• DVA decides whether to fund a treatment. We will help with the application, but we cannot control DVA’s decision or how long it takes.

4. Appointments

• You can book by calling 1800 953 363, through our website, or by emailing dva@leafdoctors.com.au.
• Please bring your DVA Veteran Card, Medicare card and photo identification to your first appointment, and arrive 10 minutes early.
• If you need to change or cancel, please give us at least 24 hours’ notice so we can offer the time to another veteran. If you arrive late, we may need to rebook you.
• If appointments are missed repeatedly without notice, we will talk with you about whether our service still suits you.
• For phone appointments, please be somewhere private where you can talk freely. We will confirm your identity at the start of each call. Your doctor may ask to see you in person if a phone appointment is not clinically suitable.

5. Fees and payment

• Consultations for conditions covered by your DVA card are bulk billed, so there is no charge to you.
• If a service is not covered by DVA or Medicare, we will tell you the cost before you agree to it. We will never charge you without telling you first.
• Medicines are dispensed and charged by the pharmacy. DVA-approved medicines cost the standard RPBS co-payment. Private prescriptions, including any written while DVA is assessing an application, are paid by you at the price the pharmacy quotes, and DVA may not reimburse them.
• Prices and availability of medicines are set by suppliers and pharmacies, and can change.

6. Prescriptions and pharmacies

• Prescriptions are issued as electronic prescriptions (eScripts).
• You can choose any pharmacy. Our partner pharmacies are True Green Health Dispensary Newtown, True Green Health Dispensary Strathpine and Ford’s Discount Pharmacy Newtown; using them is not a condition of your care. Our clinics operate from consulting rooms inside True Green Health, under a room licence agreement, and our doctors do not receive any payment or benefit linked to which pharmacy you use.
• Supplies cannot be provided earlier than the prescribed interval, and lost or stolen medicines or prescriptions cannot automatically be replaced.
• If you are travelling, ask us in advance about a travel letter. It is your responsibility to check the laws of any place you travel to.

7. Your responsibilities

To keep your care safe, we ask that you:

• Give us accurate and complete information about your health, medicines and other treatment, and tell us when anything changes, including your contact details
• Follow the agreements in your patient consent form, including taking medicines only as prescribed and having one prescriber for the treatment we provide
• Attend your reviews; regular reviews are needed for prescriptions and DVA approvals to continue
• Follow your doctor’s advice about driving, operating machinery and safety-sensitive work
• Treat our staff, other patients and the staff of our host pharmacy with courtesy and respect

8. Respectful behaviour

We do not accept aggressive, threatening or abusive behaviour towards anyone at our clinics or on the phone. If this happens, we may end the appointment and ask you to leave, and we will call the police if anyone is at risk. If we decide we can no longer provide your care, we will tell you in writing, give our reasons, help you transfer to another practitioner, and make sure you are not left without medicine you need.

9. Ending or transferring your care

You can stop your care with us at any time. Please tell us so your doctor can help you stop any medicine safely and send a summary to your GP. With your consent, we will send a copy of your records to your new doctor.

10. Communication

• We will contact you by phone, SMS and email about appointments, applications and your care. Our messages never name a medicine in the subject line or SMS preview.
• Our phone line and email are attended during business hours. Do not use email or SMS for urgent matters; call 000 in an emergency.

11. Medical certificates and letters

Medical certificates, travel letters and other letters are provided when your doctor considers them clinically appropriate. Please tell us before your appointment if you need one.

12. Privacy

We handle your personal and health information in line with our Privacy Policy, available on our website and at both clinics.

13. Feedback and complaints

We welcome your feedback. Please contact us on 1800 953 363 or dva@leafdoctors.com.au. We will acknowledge a complaint within 2 business days and aim to respond within 30 days. If you are not satisfied, you can contact:

Organisation	Contact
Office of the Health Ombudsman (Queensland)	133 646 · www.oho.qld.gov.au
Health Care Complaints Commission (NSW)	1800 043 159 · www.hccc.nsw.gov.au
Ahpra (concerns about a registered health practitioner)	1300 419 495 · www.ahpra.gov.au

14. Our website

Information on our website is general and is not medical advice for your situation. Please speak with your doctor about your own health.

15. Your rights

Nothing in these terms limits your rights under the Australian Consumer Law or any other law. We provide our services with due care and skill.

16. Changes to these terms

We may update these terms from time to time. The current version is always on our website and available at both clinics, and we will let patients know about significant changes.