The official email by Medicare Australia
on Medicare Webservices

Good Afternoon,

We are writing to inform you of:

1. Services Australia’s renewal of Medicare and PBS PKI site certificates
2. Our latest communication activities with end-users.

Read on to find out more information.

PKI renewals

We know recent events have placed additional pressures on industry, impacting their ability to transition to web services and PRODA by 13 March 2022. 

To help alleviate this, we’re renewing all Medicare and PBS PKI site certificates. This will ensure healthcare locations can continue to access our digital health channels from 13 March 2022. 

What you need to know 


We’ve automatically renewed some PKI site certificates, where possible. Where we weren’t able to do this, a CD with the renewed certificate was mailed to the healthcare location. CDs were sent mid-2021 and were addressed to the last known Certificate Manager registered in our system.

What you need to do

If your sites received a CD in the mail, they must install their renewed certificate before 13 March 2022. Installing their renewed certificate will ensure they’re able to transact with us digitally from this date.

If your sites haven’t received a CD, they can find out what they need to do at servicesaustralia.gov.au/hpwebservices.

For support installing their PKI certificate

Sites may contact you for help in installing their renewed PKI site certificate. If they need further assistance, they can call eBusiness Service Centre on 1800 700 199 (8am to 5pm local time) and select option 3.

If your organisation uses NASH PKI certificates, they may also be expiring. If their NASH PKI certificate is expiring, they must renew it online via HPOS. They’ll also need to install it to maintain access to digital health tools such as electronic prescribing and My Health Record. For more information, they can go to digitalhealth.gov.au/nash

News for Health Professionals and Health Professional Online Services (HPOS)

As we’ve mentioned in previous communications, we’re committed to providing you with regular updates on our communications efforts with your customers. We have added a PKI renewal article in the News for Health Professionals.

Updates to Medicare and PBS PKI site certificates (servicesaustralia.gov.au)

This article supports the messaging that we have been providing to you and your customers about installing their renewed PKI site certificate to ensure business continuity from 13 March 2022. In addition to the News for Health Professionals, we will be sending a broadcast message via HPOS to users of PKI site certificates.

We’re also leveraging other external communication channels, such as Pulse IT and RACGP, to maximise our reach. This will ensure sites are aware of what they need to do to continue transmitting online from 13 March 2022. Please note the messaging will remain the same.

If you have any concerns about your site’s ability to transition to web services and PRODA, please send an email to HELP.WEBSERVICES@servicesaustralia.gov.au


More information: servicesaustralia.gov.au/hpwebservices