Frequently Asked Questions

I have COVID symptoms, can I get a Clinical Labs COVID-19 travel test?
No. Clinical Labs COVID-19 travel tests are for asymptomatic travellers only.

Can I go to any Clinical Labs collection centre for my COVID-19 travel test?
No. Clinical Labs tests for travel are only available at Clinical Labs Travel Collection Centres. For locations in your state, please click here.  

Is the COVID-19 PCR Test for Travel a nucleic acid test?
Yes. Our reverse transcriptase (RT) polymerase chain reaction (PCR) test is a type of nucleic acid test. It detects the presence of genetic material, nucleic acids, of the SARS-CoV-2 virus. PCR testing is considered the gold standard for detecting the presence of the SARS-CoV-2 virus for diagnosis of COVID-19.

Will the Clinical Labs COVID-19 PCR Test for Travel meet the requirements of the Chinese Government for travel into China?
You will need to contact the Chinese embassy in Australia for the specific COVID-19 testing requirements for entry into China. Entry into China currently requires a PCR test and a Total Antibody test for SARS-CoV-2. Please ensure that you have checked with the embassy prior to purchase, in case of any recent changes.

How long after I order a Clinical Labs COVID-19 travel test will I receive my receipt/referral form via email?
Allow 5-10 minutes after you place your order and then refresh your Inbox; by then you should have received your COVID-19 travel test email.

I ordered a Clinical Labs COVID-19 travel test online and I still have not received my receipt/referral form.
Please check your spam/junk email folder in case the email is sitting in there. You can also download your receipt by logging back into your account and viewing your account dashboard.

I received the email with the receipt for my Clinical Labs COVID-19 travel test but no referral.
The receipt you are emailed for your Clinical Labs COVID-19 travel test also acts as your referral form for this test. You will need to print this out and take it with you to your nearest Clinical Labs Travel Collection Centre (see clinicallabs.com.au/travel for locations).

I am trying to order a Clinical Labs COVID-19 travel test outside of Australia and it will not let me.
Clinical Labs COVID-19 travel tests are only available for travellers departing Australia. You must currently be living / staying in Australia. International travellers must provide an Australian address.

What do I need to bring with me to the collection centre for my Clinical Labs COVID-19 travel test?
You will need to print the receipt/referral form that was emailed to you and bring this with you to the Travel Collection Centre together with proof of identification (driver’s licence, passport).

What is involved with a Clinical Labs COVID-19 PCR Test for Travel?
When you visit one of our Travel Collection Centres for your COVID-19 PCR Test for Travel, the collector will use a swab to collect a sample from your throat and nose.

What is a COVID Antibody (IgG and IgM) Test?
The COVID Antibody (IgG and IgM) Test is a blood test that can detect whether you have already had the SARS-CoV-2 infection by looking for antibodies for the virus. Some countries may ask for this as a Total Antibody Test, an IgG or IgM Test, or Serology Testing.

Is a Medicare rebate available for the COVID-19 travel tests?
There is no Medicare rebate available for the COVID-19 travel test, as these tests are for asymptomatic patients only.

How many days before I fly do I need to get my COVID-19 travel test?
You will need to check with the embassy of the country you are flying to or with your travel provider to find out how many days before travel COVID-19 testing must be completed.

Do I need a COVID-19 test before I travel to China (same response as for any country)?
You will need to check with the embassy of the country you are flying to or with your travel provider to find out whether a COVID-19 test is a requirement of entry into the country.

I need to order a COVID-19 travel test for my child who is under 18 years of age, other family members, friends. Can I do this?
Yes, you can order tests for children under 18, other family members, and friends you are travelling with using your account. When ordering each test, you will need to ensure that you enter the required details for the person taking the test (full name as it appears on their passport and date of birth, etc.) to ensure that the test result pdf is unique to that person. You cannot create more than one account using the same email address.

I ordered a COVID-19 travel test but my travel plans have changed and now I do not want it. Can I get a refund?
Yes, you may cancel your order at any time prior to having your test performed. To cancel your order, please email AccountsReceivable.Pathology@clinicallabs.com.au

If you are entitled to a refund, we will process your refund within five business days of receiving your email to cancel your order.

I do not have a printer. How can I print a copy of my receipt/referral? Can I just show the collector the receipt/referral on my phone?
It is important that you print out your receipt/referral prior to visiting your Clinical Labs Travel Collection Centre. If this is not possible, the collector may be able to transcribe your electronic referral attached to your email onto a new request form, although this is only to be done in exceptional circumstances.

I have not received my SMS notification yet.
1.    Has it been 48 hours since you were tested?
2.    Try logging in to your account to see if your results have been uploaded.
3.    Contact our Customer Service Team on 1300 55 44 80 Mon-Fri 9am-5pm.

It has been 48 hrs and I still do not have the results of my COVID-19 travel test.  
All travel tests are processed urgently. As soon as your results are available, you will receive notification via SMS to log in to the portal and print your results certificate.

I entered the wrong email address/mobile number when I ordered my test. Can I update it?
You can edit your personal details by logging back into your account, but once your SMS notification has been sent, it cannot be resent to a new number. Your results will be kept safe in your online account.

When I logged into the web portal (website) my result was not available to print for my travel requirements. What can I do?
If you have received notification via SMS that your results are ready but and you cannot see them in the portal, please log out, wait a minute, and then log back in. The certificate should be available to open and print. If you have not received your SMS, please wait for it to come through, then log in to access your results.

What do I do with my COVID result pdf?
Please contact your airline or embassy of your destination to find out how and when this certificate will need to be presented.

I have forgotten my password for the web portal. How can I access my account?
You can easily reset your password. Go to the web portal store.clinicallabs.com.au, click on the person icon in the top right, click on ‘Forgot your password?’, enter your email address and you will be emailed a link to reset your password.

Which COVID-19 test do I order (PCR or PCR+Antibody)?
Please contact the embassy of your destination country for most up-to-date travel and testing information.

What if I have a positive result?
Positive results will be notified to the relevant State authority and you will be contacted for further instruction.

What if I have an ‘indeterminate result’?
Your sample will be re-tested and if still indeterminate, you may be contacted to have a further collection taken.

How do I get a receipt for tax purposes?
You can print another copy of the referral you were emailed when you purchased your COVID travel test, as this is also a purchase receipt.

 

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