Short answer: Medicare in Australia will only rebate certain telehealth services that meet the MBS rules — if a telehealth appointment doesn't meet those rules it won’t be covered. Common reasons a telehealth consult is not covered include the provider using a service type or mode not on the MBS, the clinician or patient not meeting eligibility or location rules, the service being an email/asynchronous chat only, or the practice choosing to privately bill. (servicesaustralia.gov.au)

Why telehealth might not be covered (typical reasons)

• The consultation type or billing code you used isn’t an MBS telehealth item (MBS telehealth items have specific item numbers and clinical requirements). (servicesaustralia.gov.au)
• The clinician or practice isn’t eligible to claim that telehealth item (some items are limited to particular professions or settings). (servicesaustralia.gov.au)
• General practice telehealth items often require an existing relationship (e.g., you’ve attended the practice face-to-face in the past 12 months) unless an exemption applies — if that condition isn’t met the GP can’t claim Medicare. (Recent changes continue to refine these rules.) (servicesaustralia.gov.au)
• The consultation was by email/asynchronous text only — those are not claimable under MBS telehealth. (servicesaustralia.gov.au)
• The clinician chose to privately bill the telehealth consult (practices may charge privately and not pass a Medicare rebate). (mdanational.com.au)

What “covered” usually means

• If an MBS telehealth item applies, Medicare will pay the same benefit as the equivalent face‑to‑face MBS item (video is preferred; phone items exist where clinically appropriate). If the item can’t be claimed, there is no Medicare rebate. (servicesaustralia.gov.au)

Practical steps you can take now

1. Ask the clinic/provider:
   • Which MBS item number they billed (or would bill) for the telehealth consult. If none, Medicare won’t rebate it.
   • Whether they bulk-bill or expect out-of-pocket fees and whether Medicare will be claimed on your behalf. Providers must give informed financial consent. (mdanational.com.au)
2. If you think you should be eligible but weren’t rebated, ask for an item number and a receipt so you can check with Services Australia.
3. Check eligibility rules yourself on Services Australia’s MBS Telehealth pages (which list who can claim which telehealth items and the exclusions such as email-only consults). (servicesaustralia.gov.au)
4. Alternatives if Medicare won’t cover:
   • Ask whether the provider will offer a video consult instead of an email/phone consult (video items are preferred and available). (servicesaustralia.gov.au)
   • Consider public/community health clinics, Aboriginal Community Controlled Health Services, or hospital outpatient clinics that may offer rebated telehealth. (servicesaustralia.gov.au)
   • Private health insurance or workforce-programs may cover or subsidise some telehealth-style services (check your policy). (Health.gov.au)

If you want, I can:

• Look up the exact MBS telehealth item numbers relevant to your situation (GP, specialist, allied health, phone vs video) and the current eligibility rules.
• Draft wording to ask your clinic for the item number and a receipt.

Which would you prefer?