Do not use this clinic. I had a referral for multiple blood tests and genetic testing. I had to chase for results after six weeks and was told they 'forgot' to do the genetic test. Staff are lovely but the lab's incompetence meant an unnecessary (and expensive) specialist appointment as I need to go back when he has all the results.
Reviews with attachments
Australian Clinical Labs, please put hypo-allergic band aids after taking blood out of patients' veins – Laboratory: Australian Clinical Laboratory Date: 3 August 2024 Identity barcode given: 24 - 205 088 95 Issue: 1) customer service officer (CSO) or the sample taker person put on a tape (band-aid) that caused rashes on the arm 2) vein was slightly punctured Incident After taking the blood from the left arm vein, the CSO put a tape on the… Read more
arm. Within 20 minutes, there was a weird feeling under the band aid (like something crawling). This feeling was the severe reaction to the cheap quality adhesive used in the making of the band aid (tape).
When pulled out the band-aid, it was all red with swelling developing. See the picture attached. This was within the 20 mintute or so. Imagine if it was left for 6 hours or longer!
The CSO was told at the outset that I have skin reaction to cheap band aids.
She said, "I get those rashes too, I know the feeling."
That was heartening to know that the CSO was not only showing empathy but also has the real and genuine understanding of how it feels when rashes are caused by cheap plastics on human skin.
It was also found that vein was punctured as well. There was blood smear on the injection site.
While taking blood. The CSO said, " Your veins are just there, I do not need to tie the bicep to find your vein."
Despite warnings, it was a bad experience. Not only bad, but painful and little distressing.
Should I have not applied ice on the effected site, this could have flared up to a point where antihistamine would have required (that is requiredin my case). After icing it calmed down a lot.
REMEDIAL ACTION Required
Australian Clinical labs, a hypoallergenic band aid cost $0.14 ( see the attached picture) . Coles and Woolworths also sell home brands that are hypoallergenic. They are inexpensive but life saviours.
Next time I'll be carrying my own band aid when going to give blood for tests.
Can you train your staff so they know how much needle should be inserted or pushed before it goes antipodal? Ultimately, it is human flesh, not hard plastic. May be, get your staff to practice on soft plastic hose in order to hone vein-injecting skills.
The trouble in Australia is, especially with these labs, it has been noticed there is high turn over of staff. If you go back to same blood testing place, you will see totally different staff. You can tell the way CSO physically and mentally presents that if the CSO is gonna cause havoc with your veins or it is going to be a breeze.
Previously, another lab in my suburb, rang me to re-drain my blood as the CSO could not wrote my name spellings and date of birth on the sample glass tube correctly. Imagine "wasting " precious blood twice in a week (it is not a drop, it is quite an amount) because CSO was not educated enough. Other biggest issue is there are no formal qualifications for most occupations in Australia. Do a 1 week course in a shanty shop, you are an expert. Additionally, literacy and numeracy standards are among the lowest. Thefore, all problems are interconnected.
I guess from anecdotals, Australia policy is that it can always import things from overseas. Likewise, we can always import doctors, dentists from overseas because people there still (for unbeknown reasons) love education. Unsure which option is cheaper (like band-aid) for the Australian Clinical Labs: importing Clinical staff from overseas or training their own existing local staff ? In the end, "money" is the BIGGEST determinant.
Thanks
Note: above Review is based on personal experience, and observational inputs that may be highly subjective. Probabilities are that other clients/ customers might have received 5 star service at the said site due to various factors. Hence, comparison among various sites, times and days may differ. Results may also differ based on how the observational and other data were gathered.
They don't bulk bill – They don't bulk bill like other pathology services. Nothing is said until you receive an enormous bill. I was over $100 out of pocket even though my doctor requested them to bulk bill. Phoning them is impossible, they never answer.
Don't try calling to actually get an invoice tonsee what you are charged – I received a text saying “Your account is overdue, contact Australian Clinical Labs immediately on 1300369762 ref# xxxxx. Unpaid accounts will be referred to a debt collection agency.” I was 100% sure it’s a scam because a) I didn’t receive any invoice to pay/email/previous text. b) The text itself sounds like a scam - threatening without any… Read more
personal touch. I get a bunch of these every week about unpaid tolls etc. and they are all scammers. Anyway just in case because I actually used Aus Clinical Labs services I checked the number they provided in that text and it was their legitimate number. I called that number still not believing that any company can send a message like that and had NOT sent any invoice. I had not been into any clinical labs pathology centre. Although i had visited an emergency centre a few months prior and nurse there didbtake some blood. I tried to call to request an invoice 49 minutes on hold i hung up currently on hold again another 20 minutes and still waiting. I don't even know how much I am supposed to owe and all I want is an invoice to have details of test and what has been billed. Can't even get that! What an atrocious way to do business if I had of realised I would have refused I will NEVER use clinicalmlabs by choice EVER. Why if this invoice is from emergency visist it couldn't have been bulk billed or a proper account sent is beyond me AND I work in the health system lucky for our patients they get bulk billed.
Disgraceful company with a terrible male accounts team member – I was a long-term customer of this lab. A couple of weeks ago I received a text saying “Your account is overdue, contact Australian Clinical Labs immediately on 1300369762 ref# xxxxx. Unpaid accounts will be referred to a debt collection agency.” I was 100% sure it’s a scam because a) I didn’t receive any invoice to pay/email/previous text. b) The… Read more
text itself sounds like a scam - threatening without any personal touch. I get a bunch of these every week about unpaid tolls etc. and they are all scammers. Anyway just in case because I actually used Aus Clinical Labs services I checked the number they provided in that text and it was their legitimate number. I called that number still not believing that any company can send a message like that and a gentleman picked up the phone (he didn’t say his name). I tried to explain that I got a strange message and he sounded like he was in a rush, he asked for a reference number from the text, then my full name and DOB. I gave it to him. Then he asked for my home address, at that point he sounded like a real scammer (if you ever spoke to someone trying to scam you on the phone, that’s how he sounded) he was very pushy, rude, and wasn’t giving me any clarity I was looking for. I said to him that he sounds very rude and asked for his name. And he said goodbye and hung up. At that point I really believed that their website and their system was hacked because why would a real accounts officer act like that and hang up as soon as I asked for his name. I called a different department to check with them, and was requested to send an email with a text message I received and describe a situation which I did. While I was waiting for an email back, I called their accounts number again and they disconnected my call which was super weird. Later I got an email back saying the message was real and that person is their staff member. I couldn’t believe it! My partner who heard the entire conversation with that guy was absolutely shocked. I thought I’m going to contact Aus Clinical Labs and let them know what’s going on. I described the situation, provided all the details including time stamps for the call so they could listen to it. And they never responded, they just ignored it. Absolutely shocking service. I also saw more reviews describing that guy and it looks like the company doesn’t care how he treats customers. I will not be using their lab again and will make sure to warn others. What a disgraceful company. And that guy needs to stay away from interacting with people because he hates people.
Uncontactable – Went to my GP and was given blood test referral forms. I have Medicare and the doctors practice has my Medicare number on file, appointment was billed through Medicare with a gap payment. ACL pathologist is located in the doctors practice. Blood test done using referral from GP. I have since received 2 letters by mail and also texts to my mobile… Read more
demanding full payment ($103) of debts to be made immediately otherwise my debt will be referred to a debt collection agency and incur more fees. Went back to GP after receiving the first notice. The practice informed me this is a common complaint from patients and that indeed my bloodwork should have been covered by Medicare. They claimed they cannot do anything on their end but provided me with the ACL accounts department phone number and suggested I explain there had been a mistake and they will just bill Medicare instead of me. Called the number and waited 2 hours in queue before I gave up. Have now been sent a final notice and I’m not sure what to do.
Latest follow-ups
Took blood but did not do all the tests ordered. Seem to have "list" all details f I r over half the tests so I had to go back and get stuck again. Then they lost GP provider number, then had to phone GP to get them to authorise the tests for which… Read more
a path form had already been provided. Just plain incompetence. Waiting to see ifvtheyvcharge Medicare twice for same tests.
Follow-up · Made a formal complaint to the company, got no response.
Positive reviews
I attended the Australian Clinical Labs at Ochre Gungahlin in the ACT this morning. What a seamless transaction! I was seen immediately, the medical practitioner was confident and thorough, she made sure all my details were correct, I didn't have to argue about which arm to take blood from (one armpit is missing several lymph nodes, thanks for… Read more
nothing breast cancer, and the other arm has a better vein anyway), she was so gentle that when she inserted the needle I didn't even feel it, I checked all the vials and they were correct, she made sure I was OK, and then I left. The best experience I've had with pathology in my life, and I'm 69. That woman is a keeper, and I didn't even get her name, but let me tell you that she was on duty at 8:45 on Tuesday 15 April 2025. I would give 42 stars if I could.
Excellent Experience Friendly Service – Have found the employees and staff to be excellent, but more importantly, gentle, capable and efficient as there was no bruising , difficulty in taking sample , nor claims they cannot find a vein as occurred with another company. Only problem in being advised by medicos that they do not do Group Control blood tests required before admission to hospital. Show details
Thank you Rose – My son & I were running late on a Saturday for his bloods and though Rose had already packed up , she welcomed us in and stayed back. She had already sprayed everything down but still took her time and made my son feel comfortable. Lovely to chat to also! Thank you Rose made my day as a busy mum with a sick child…highly recommend Rose ! Doncaster East
Negative reviews
Feel sorry for the blood collectors. One working at Corio collection point first thing in the morning with so many fasting bloods coming in. Terrible company, driven by money only with no customer service and no employee care.
Terrible. Stick with places like QML. Terrible service from the day I went to get my bloods taken, all the way up to 3 weeks later trying to locate a phone number where someone actually answers to have my results sent to the surgeon. Even the lady on the phone was rude. Won’t use this company again.
Find out how Australian Clinical Labs compares to other Health Services
Know better, choose better.
The same staff member has been given permission to speak harshly to the public when presenting for Blood testing etc. I hold this company responsible for causing this staff member at Wheatly Ave Bullcreek to get away with speaking harshly to customers which has been upsetting and l felt a sense uneasiness.This women is calculating and shrewd she… Read more
starts out rude and then she becomes pleasant when she h as completed the specimens taking. Who ever is responsible for allowing this behaviour to continue needs to take control,do your job so the public are not subjected any longer with this women's toxic personality. I will not return to this company. I am available to address this issue with appropriate staff member.
Recent reviews
I would like to express my sincere appreciation for Ishrak, the pathologist who regularly visits Estia Health Bankstown to collect blood samples from residents. Ishrak consistently demonstrates exceptional professionalism, compassion, and skill while performing blood collection for our residents. Working in an aged care environment requires not… Read more
only technical expertise but also patience, empathy, and a gentle approach, and Ishrak truly excels in all these areas. Many of our residents can feel anxious or uncomfortable during blood tests, but Ishrak’s calm manner, respectful communication, and reassuring attitude make the process much easier for them. Ishrak always takes the time to explain the procedure, ensure the residents are comfortable, and performs the blood draw with great care and efficiency. Staff members also appreciate Ishrak’s reliability, punctuality, and collaborative approach. Ishrak communicates clearly with the care team and always maintains a high standard of infection control and professional conduct. It is a pleasure to work with someone who shows genuine kindness and dedication to the wellbeing of elderly residents. Ishrak’s contribution is highly valued, and we are very grateful for the excellent service provided. Thank you, Ishrak, for your outstanding work and commitment to quality care.
I want to start by saying the Clinical Lab staff at Westgate Medical Center are excellent. They are quick, professional, and very skilled at drawing blood. Unfortunately, I experienced a very serious issue. On two occasions, I was given incorrect test results. The results were devastating and affected me deeply until repeat blood tests were done.… Read more
Even specialists confirmed that the original results could not have been mine. Those days were among the most stressful and frightening moments of my life.
Two months after appointment with GP I got sent a bill from Australian Clinical Labs. I called to query it but they won't budge, even though I paid my GP for the appointment. My GP passed the buck to Australian Clinical Labs as they say I'm paid in full. Australian Clinical Labs are passing the buck to Medicare 'it's out of our hands', even though… Read more
I wasn't made aware of the cost of the appointment from the beginning. Apparently they don't care about Informed Financial Consent. My 'final notice' invoice says they're now sending me to the debt collector. I'm in the process of making a complaint to the ombudsman.
Woeful. Sent invoice 12 days after tests. I wanted to pay on the day. Now at 14 days and still no results. In a remote area, I got my results from small hospital in 2 days and the rest at 5 days and No Charge! Three phone calls and still no results. Sent codes which do not work. AVOID! Go to Bulk Billing Clinic- far more efficient and they ring you if results abnormal.
I had a visit to local centre for 24 hour halter monitor. Procedure was fine, staff pleasant. However, it was an ‘up front’ payment and an email from them states to allow up 20 DAYS for Medicare rebate. All other services have been refunded in 24 hours. I only have age pension and no private cover, why the long wait?
Appalling service yesterday to my father in his late 80's. Lady taking blood was coughing and sneezing throughout attempted blood collection. Wiping nose on sleeve. Unable to get a vein after much prodding and pain inflicted. No actual blood was collected. However a lot of germs were no doubt shared during this encounter at ACL. I wonder if she was even qualified? Disgusting.
68yr old pensioner being hounded by Cliical labs Finance dept. I had a test & was NOT told prior that it wasn’t covered by Medicare. Weeks later a bill arrived around $150? What pensioner can afford this? Went on payment plan with them. Then every week phone calls, messages. These people torture the old. WILL never use them again.
The conduct of the staff member (Delecombe Victoria) who attended to my son raised serious concerns about hygiene, professionalism, and patient safety. Specifically, I observed the following: The staff member did not change gloves between patients. She handled urine samples, blood test equipment, the door, her personal phone, and computer… Read more
keyboard while wearing the same gloves. There was visible blood present on her gloves prior to his consultation.
She did not ask which arm he preferred for the blood test and unnecessarily attempted both arms, without explanation or consent, while causing pain by “digging” for a vein. She did not provide context or communication about what she was doing throughout the procedure. During his consultation, she opened the door for other patients while he was still present, which compromised his privacy. This conduct not only breaches basic infection control protocols but also left him feeling unsafe, distressed, and disrespected. The lack of professionalism and disregard for hygiene places patients at risk of infection and undermines confidence in Clinical Labs’ standards of care.
Find out how Australian Clinical Labs compares to other Health Services
Know better, choose better.
GP gave a referral for a couple of blood tests and the form all said bulk billed. Nothing was said about potential costs during colelction and now almost 2 months later have a bill for $150 for one item that isn't covered by medicare. If we were told, we would have not done that test
DISGUSTING!! 80 years old and just out of hospital and having to deal with this company is something you wouldn't wish on your worst enemy. They do not bulk bill, Medibank Private is not on 'their list of health insurers' and therefore can't claim with them, three invoices (all for the same tests over three days - though Heaven knows why you need… Read more
your cholesterol checked three days in a row) and not one invoice had their company account number so we can BPay them. Four phone calls later and three different account numbers given by them, all of which were wrong and not accepted by my bank, then three emails with no response I finally managed to arrange a staggered payment over the month - this meant absolutely nothing as I then received three final notices to pay!! [Name Removed], CEO ought to be ashamed. This lab is a HUGE RIPOFF and i for one will be making a submission to AHPRA. Staff are ignorant and untrained and they are uncontactable online. Ask who will be doing your pathology when in hospital, and request a different pathology company. You'll be very glad you did.
Painful experience. (70 yr old woman) Went to have a fasting blood test. I was asked if i had been drinking water. Not much i said. "I always have a 'butterfly needle" and reminded the phlebotomist that i only have this type of needle. Ok, so i turn my head away looking at the doorway and.. all of a sudden the pain was instant likened to a blunt… Read more
needle forcably stabbed into me, i cried out in pain and shock then looked and saw not a butterfly but a standard needle! First the phlebotomist denied that she heard my request THEN said " weve been told to ration these butterfly needles! "RATION them!" Then on me questioning further stated each person is allocated 4 only of these to use on patients per day! Obviously theres medical indications as to why i only have these butterfly needles. My arm is aching now as I'm writing this. The trauma aggravated my medical condition alot of discomfort all afternoon and more problems with my arm ongoing. All preventable!
My son required specialist blood test. Had them done on the 12 June. The data entry person decided not to process them thinking it was a duplicate. After 4 weeks (test take 2-3 weeks) I called, and they admitted the mistake. No call or anything. Did the test again, now in the 4th week and again results are pending. Medications are on hold… Read more
for these results. TERRIBLE. NEVER experienced anything like it. Douglas Hanly Moir offer same service for 2 weeks but went here as Pediatrician recommended.
Terrible. The website requests doctors input their PASSPORT and DRIVER'S LICENCE to make an account to check results. All of their personal details to a private company! for what? There is a "manual verification" (which takes 3 days and does not require passport/license) however when I try that comes up with the error message "We are sorry. An… Read more
error occurred during the registration process. Please try again later"! All of this while trying to check results in a busy clinic. Additionally - when I call to ask for results they CANNOT EMAIL as they can only "fax" - perhaps they should pen a letter with a quill instead? This company wants your personal data for its communication systems that is set in the 1990s. I will be advising patients to go somewhere else.
Absolute rip off, have no choice but to use ClinicalLabs them when at John of God hospital so they change like their cannulas are made of gold. Will make me reconsider ever being a John of God patient ever again. When rang to understand why bill was for 5 x MBS, I was spoken to so rudely. Don’t accept credit card for BPAY.
Was at the Broadway version of this lab, the collector seemed over confident and then poked me twice and was unable to get all the tubes. Then blamed me saying I moved hence were unable to get all the blood! Ridiculous. She then gave me a form for future collection. Later I went to another of their clinics, where another more senior collector got… Read more
my blood on the first go, and then upon looking at the two other band aids, asked about them, and when I mentioned the collector’s name, she told me, ah! That’s a new person. (Btw, the new person told me she was collecting blood for many many years). The problem is not with the brand name, but the newbies they let loose on the floor without proper training and etiquette!! Can some governing body look into this please for the sake of all Australian veins.
Went to Clinical Labs Belvidere this morning after 11 hrs of fasting. The lady tried 4 times (2 each on my left and right arm) but couldn't get any blood. She said she couldn't locate my veins and told me to go to other clinic
Extra Information
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.