Sorry that happened — here’s a clear, practical plan to get the charge fixed and (if appropriate) a refund.

Quick checklist (do these in order)

1. Gather evidence

   • Itemised bill or receipt showing date, provider, service, amount charged.
   • Any booking/consent emails, SMSs, or screenshots that mention the agreed fee or “bulk-billed”.
   • Your bank/credit card statement showing the payment.
   • The telehealth consult date and the clinician/practice name.

2. Check what should have applied

   • Was the consult supposed to be bulk-billed or covered by Medicare? (If so, Medicare telehealth rules may apply.)
   • Was there a quoted fee before the consult (online booking page, email, verbal)? If yes, that sets expectation.
   • If you have private health insurance, check whether it covers telehealth and whether the provider was meant to bill insurer.

3. Contact the practice / provider (fastest route)

   • Call first, then send a short email or message with the evidence above and request a refund or correction.
   • Use a clear subject line like: “Request for review and refund — overcharge for telehealth consult on [date]”.
   • Include: date/time of consult, clinician name, amount charged, reason you believe it’s incorrect, and requested outcome (refund/credit).
   • Keep copies of all communications and note call times/people.

Suggested short message you can send or paste: “I recently had a telehealth consultation with Dr/Clinician [name] on [date]. I have been charged $[amount], but I was told/expected $[quoted amount] (or that the consult would be bulk-billed). Please review and refund/correct the charge. Attached are the receipt and booking confirmation. Please respond within 7 business days. — [Your name, contact details]”

4. If the practice doesn’t resolve it

   • Ask to escalate to the practice manager or the clinic’s billing manager.
   • If no satisfactory response within 7–14 days, proceed to formal complaint routes (below).

5. Formal complaints (Australia)

   • Services Australia / Medicare: if the charge relates to incorrect Medicare/bulk-billing rules or an incorrect Medicare claim, contact Services Australia and ask about a Medicare billing review.
   • State or territory health complaints body: each state has a Health Complaints Commissioner or equivalent for complaints about healthcare providers (e.g., Health Care Complaints Commission NSW, Health Complaints Commissioner Victoria). Use these for unresolved clinical/billing disputes.
   • AHPRA: for concerns about a registered practitioner’s professional conduct (not usually for billing only).
   • Consumer protection / ACCC: if you suspect misleading conduct or unfair trading practices, contact your state consumer affairs or the ACCC.
   • Your private health insurer: if you expected them to cover payment, lodge a claim/dispute with your insurer.

6. If you paid by card

   • You can also dispute the charge with your bank/credit card provider if you believe it was an unauthorised or incorrect transaction — but first try to resolve directly with the practice; card chargebacks often have time limits.

7. Keep timelines in mind

   • Note dates of the consult, charge, and each contact attempt. Many complaint bodies require you to try resolving with the provider first, and have time limits for lodging formal complaints.

What I can do right now

• Draft a tailored email or letter for you (include the consult date, provider name, quoted amount if any, and the exact charged amount).
• Suggest the correct complaint body for your state/territory if you tell me where you are (or I can list the major ones).

If you want a ready-to-send email, paste the consult date/provider name and the amounts and I’ll draft it for you.