FAQS

CDA Clinics will stop taking follow-up bookings from Monday, March 24.  After this time, all follow-up appointments will be conducted through Candor.

While we still need you to create a new patient profile on Candor, your treating doctor will be able to view your treatment history with CDA Clinics to ensure continuity of care. However, if you have any concerns, we recommend confirming with our team directly via the in-platform chat, to ensure a smooth process.

Yes! If you haven’t had a CDA consultation in over 12 months, you will need to register with Candor as a new patient. You are eligible for a $29 consultation if you were previously a CDA patient, no matter how long it’s been. Please check your emails for the code or email info@cdaclinics.com.au to request it.

Yes — after you’ve paid for your consultation, you’ll receive an email confirmation letting you know a health professional will be in touch soon. We understand there have been some issues with these emails not coming through recently, and we’re actively working on a fix. In the meantime, rest assured your booking has been received, and you can always message our support team via the in-platform chat if you have any questions.

Once our nursing team has reviewed your information, we’ll send you another email letting you know if there are any follow-up questions or next steps waiting in your Candor account.

New Candor patients have their first check-up consult 2–3 weeks after starting treatment. After this, check-ups are scheduled as needed — usually every 1 to 6 months, depending on your prescription and care plan. Reasons for a check-up can include needing new scripts, changing medications, or discussing any concerns you may have.

If you’re an existing CDA patient who has already been prescribed treatment through CDA, you won’t need the 2–3-week check-up unless your clinician advises otherwise.

If you signed up with Candor but emailed CDA instead, your enquiry can be forwarded to support@candor.org.

Yes. Our support chat includes an integrated chatbot named CANDI, who can help answer common questions instantly. If you’d prefer to speak with a team member, just type “HUMAN” and you’ll be connected to our support team. You can switch back to the chatbot anytime by typing “CANDI.”

Please note that CANDI is only available in the general support chat. Chats with nurses, doctors and pharmacies do not include a chatbot — you’ll always be speaking directly with a real person in those areas.

1. Consultation and check-up refunds are administered by the Candor support team. Please message them for assistance with this.

2. Order refunds are usually handled by the pharmacy.

Yes! If you accidentally booked the wrong consultation or check-up, you are eligible for a refund or credit and the Candor support team can assist with this.