If your medical results have been stuck for months in 2026, contacting the Department of Home Affairs is possible, but it must be done strategically. The Department generally will not provide updates if your application is still within Standard Processing Times, which in 2026 are strictly monitored via the new Real-Time Tracking Portal.
1. When is it Appropriate to Contact?
In 2026, the Department uses a “tiered” approach to inquiries. You should only contact them if:
- Past Standard Processing: Your visa subclass has exceeded the “Target Processing Time” listed on the Home Affairs website.
- Technical Error: Your clinic confirmed submission (check the eMedical portal), but your ImmiAccount still says “Not Started” after 14 days.
- MOC Referral Silence: Your case was referred to a Medical Officer of the Commonwealth (MOC) more than 3 months ago with no request for further tests.
2. How to Contact Home Affairs in 2026
The Global Service Centre (GSC)
The primary point of contact is the GSC. Be prepared for long wait times, especially on Mondays.
- Inside Australia: 131 881
- Outside Australia: +61 2 6196 0196
- Hours: Monday to Friday, 9:00 AM – 5:00 PM (AEST).
- Tip: Have your HAP ID, TRN, and Passport Number ready.
The ImmiAccount Technical Support Form
If the link between Bupa and your application seems broken (i.e., the clinic says “Submitted” but ImmiAccount says “Action Required”), use the Digital Service Technical Support Form.
3. Why Your Medicals Might Be “Stuck”
Before calling, check if one of these 2026 “delay triggers” is active:
- MOC Referral: If you have a complex condition (TB, HIV, Hepatitis, or Kidney issues), your results are sent to a MOC. In 2026, MOC assessments can take 8 to 12 weeks. The GSC cannot speed this up.
- Health Undertaking: You may be waiting for a “Health Undertaking” (Form 815) to be generated. This requires a Case Officer to manually review your file.
- The “Batch” Processing: Sometimes, results are received but not “finalized” until a Case Officer is ready to grant the visa.
4. Checklist: Before You Call
| Step | Action |
| 1 | Check eMedical Client Portal to confirm Bupa has “Submitted” the case. |
| 2 | Verify your Processing Time against the 2026 Standardized Timelines. |
| 3 | Check your Email & Correspondence tab for a “Section 56” request for more medical info. |
| 4 | Confirm your Medical Validity (12 months). If they are >11 months old, they may have expired. |
5. Summary: 2026 Escalation Path
If you are truly stuck beyond standard times, follow this order:
- Contact the Clinic: Ensure no “administrative hold” is on your file.
- Submit a “Feedback Form”: Use the Compliments and Complaints portal to log a formal inquiry about the delay.
- Call the GSC: Use this to verify that your medicals are actually attached to your file.
