Can I get another copy of my certificate?

It is possible. If the file is lost, the standard procedure is to download a duplicate from the patient dashboard. If the dashboard is inaccessible, our support team can resend the file to your registered address after verifying your identity.

How long does a re-issue take?

Downloading that is done by oneself is instantaneous. If a user needs support locating a lost file, they should wait up to 24 hours for identity verification and order processing.

Do I need another appointment to get a copy?

The answer is no. You are not required to have another appointment if you just want a copy of an already issued certificate. The only time you will need a new consultation is when extending the dates or changing the details.

Could you send the lost certificate directly to my boss?

Certificates are not sent directly to employers to protect patient privacy. We strictly limit certificate release to the patient (or parent/guardian) to safeguard your privacy. It is up to you to get the document to your employer.

Lost Certificate Secure Re-issue Process

Introduction

Losing a medical certificate can be unsettling. An employer is waiting for proof of your absence, or there is a deadline to submit a university application. Back in the days when certificates came on paper, losing the one that you had physically meant that you had to schedule another appointment or go to the clinic to ask for a copy.

Thankfully, digital health records are much more comfortable, but security measures remain in place. We cannot email an online medical certificate to any address that requests it, as it is a confidential health document that contains personal medical information and must be handled in accordance with privacy laws. In some cases, a secure re-issue process is required to verify your identity before a copy can be provided.

This article outlines the steps to take when you no longer have your medical certificate online, how secure retrieval processes operate in line with AHPRA professional standards and OAIC privacy principles, and what you need to do to keep your data protected.

Our secure infrastructure underpins this process. For the complete picture on how we safeguard documents, read our Data Privacy and Access Rights guide.

What To Do If You've Lost Your Online Medical Certificate

In most cases, you can resolve the problem by trying two things first, even if you don't know what to do.

1. Check Your Digital Dashboard

Prime Medic provides a secure patient portal for managing consultation documents and records.

Log In: Access your account by visiting the Prime Medic site or opening the app.
History: You can get a copy of your petition from the local archives of the "My Consultations" or "Documents" section.
Download: You should be able to re-download the certificates that are still valid from your records.

2. Check Your Email (and Spam)

The moment a certificate is created, it is typically sent to the email address on record at the time of the consultation.

Look for "Prime Medic" or "Certificate" in your mailbox
Also, don't forget to check your Spam or Junk folders, as an attachment may end up there.

What if you still don't have it? You may need to contact our team via the Help Centre. Please read our privacy notes before visiting the help centre.

How Secure Re-Issuance Works

If you are locked out of your dashboard, our support team will handle your reissue request. To prevent you from falling victim to identity theft, we implement strict authentication measures.

The Verification Steps

Identity Match: We must verify the person requesting the document is the patient (or an authorised parent/guardian). Identifying details may be asked to confirm that the request relates to the correct patient or authorised guardian (e.g., date of birth, address, phone number).
Email Verification: In most cases, we resend certificates only to the original email address on record. Using a new, unverified email (such as a work email) to send a message is risky from a privacy standpoint, may raise privacy and security concerns, and is therefore generally not permitted.
Consultation Record Check: We verify the request against our clinical notes to ensure that a certificate was indeed issued on that date.

These verification steps are designed to protect patient safety and prevent unauthorised access. Discover our Digital Signature Verification systems and the privacy policy we adhere to

Can Certificates Be Re-Issued Without a New Consultation?

Patients request us: "Is it necessary to come and see the doctor again just to get a copy?"

Scenario A: Replacement Copy (Yes)

If all you need is a duplicate of the previously issued certificate (for example, you lost the PDF of your sick note from last week), a new consultation is usually not required, provided no changes are requested.

Scenario B: Changing Dates (No)

If the reason for "losing" your certificate is that the dates were incorrect and you would like them corrected, this is not a reissue; it is a request for a new medical opinion. Changes to certificate dates generally require a new clinical assessment and cannot be made without appropriate medical justification.

We comply with strict regulations. Take a look at our quality compliance framework and legal compliance related to document integrity.

Privacy and Verification Requirements for Re-Issue

In accordance with the Privacy Act 1988 and the OAIC guidelines, we are accountable for ensuring that your health information is not disclosed to unauthorised persons.

No Third-Party Release: Certificates are not sent directly to employers. They are provided to the patient or authorised guardian, who may choose how to share them.
Audit Trails: Each time a document is reissued or downloaded, it is recorded in our system. This provides an audit trail that supports accountability and traceability.

Your data rights are safeguarded. You can read more in our Data Privacy and Access Rights guide or look through our general privacy statement.

Prime Medic's Secure Re-Issue Policy

The internal policy is our way of bridging the gap between convenience and compliance.

Time Limit: We can reissue certificates for appointments issued within a reasonable timeframe, subject to record retention policies. When a document request is from a few years ago, it may be necessary to search the archives, which can delay processing.
No Cost (Self-Service): Downloading an existing certificate from your patient portal typically incurs no fee.
Manual Admin: When admin staff are required to manually locate and verify a file due to complex account issues, we ensure the procedure is performed securely to prevent leakage of other data.

For a detailed overview of how we handle these administrative tasks, visit our quality compliance webpage.