How we use text messages

We use text messages to let you know when a new message has arrived in your Patient Portal inbox. 

You will need to sign in to your VicKey account to access the message. This helps keep your personal information safe.

Check if a message is from Austin Health

To protect yourself from identity theft and scams, stop and check the message. Make sure it is from Austin Health before you take any action.  

When we send you a Patient Portal text message we will:

• send the message from VicKey, who we partner with to provide the Patient Portal
• tell you about new messages in your Patient Portal inbox
• only include links which point to: vickey.org.au
• spell out the web address (URL) in full to show you where the link is going.

We will never ask you through a Patient Portal text message to:

• enter your bank details
• provide your password
• provide your Medicare number or UR number (patient identification number)
• provide identity documents
• provide personal information 
• open an attachment
• reply by text message. 

If you aren't sure if a Patient Portal message you have received is genuine, check with us. You can:

• type patientportal.vickey.org.au into your browser. Then sign in to your VicKey account to see your inbox messages.
• phone our Patient Portal Support Office on 1300 867 127.

Waiting list review messages

If you are on a waiting list and have been contacted by text message to confirm your need for care, see:

• Specialist Clinics waiting list review
• Planned procedure waiting list review

If you get a suspicious message

If you get a suspicious text message about the Patient Portal:

• don't reply
• don't open any links
• don't download any attachments
• if you have clicked on a link, do not enter any information on the website that opened.

Report a suspicious text message

If you get a suspicious text message about the Patient Portal, VicKey or Austin Health contact:

Patient Portal Support Office

Phone: 1300 867 127

Email: patientportal@austin.org.au

Our phones and email are monitored Monday to Friday from 9am to 4:30 pm, excluding public holidays.

Other helpful contacts

ScamWatch

If you get a suspicious message or scam that is not related to the Patient Portal, VicKey or Austin Health, you can report it to ScamWatch.

IDcare

If you think your identity has been stolen, you can contact iDcare.

Australian Cyber Security Centre

For more resources on how to get help with different types of cybercrime, visit the Australian Cyber Security Centre.