Frequently asked questions

The practice

Where are you?

291 Wattletree Road, Malvern East VIC 3145. Free on-site parking is at the rear, accessed via White Street — see our parking page for directions, as the entrance is not obvious from Wattletree Road.

What are your hours?

Monday to Friday, 8:00am to 5:00pm. We are closed on weekends and public holidays.

How do I book?

Online at any hour, or call (03) 9088 5808 during clinic hours. If your preferred time is not showing online, call us — we can often find something the online calendar does not display.

Is the clinic accessible?

Yes. The clinic is disability and ambulant access compliant, and reserved accessible parking is available. Please call before your visit if you have specific requirements so we can arrange them properly.

Which areas do you serve?

Malvern East and neighbouring Armadale, Ashburton, Caulfield, Glen Iris, Prahran, South Yarra and Toorak.

Are you a specialist practice?

No. We are a general dental practice and hold no specialist registration. Where a case needs a registered specialist — an endodontist, periodontist, orthodontist, prosthodontist or oral and maxillofacial surgeon — we refer, and we say so at the planning stage. Every practitioner here is verifiable on the public AHPRA register at ahpra.gov.au.

Are you accredited?

Yes, against the National Safety and Quality Health Service Standards through QIP. Accreditation is voluntary for private dental practices and is reassessed periodically. See accredited dental practice.

Appointments

What should I book if I am not sure?

Due for your regular visit, or haven't been in a while — book a check-up and clean. Have a specific concern or want a particular treatment — book a general dental examination first. In pain or something has broken — call us rather than booking online. See what to book.

How often should I come?

Every six months for most people. If you have periodontal disease or a high decay risk, more often — your practitioner will set an interval based on you rather than on a default.

How long will my appointment take?

About 45 to 60 minutes for a check-up and clean, about an hour for a first visit. Longer restorative appointments run 60 to 90 minutes. Ask when booking if you are relying on one-hour street parking.

What if I need to cancel or reschedule?

At least two business days' notice is required, and you must telephone (03) 9088 5808 during business hours or leave a detailed voicemail. SMS and email do not cancel an appointment unless we confirm it in writing.

A voicemail counts as notice only if it includes your full name, your date of birth or mobile number, the appointment date and time, and a clear request to cancel or reschedule.

Is there a fee if I cancel late or miss an appointment?

Yes. With less than two business days' notice, a no-show, or arriving so late there is not enough time to proceed safely, a fee of $150 per hour of the booked appointment duration may be charged. It may apply even if the time is filled, because it also covers administrative cost and short-notice disruption. Fees may be waived or reduced at the practice's discretion. Reminders are sent by SMS and email, but not receiving one does not excuse late cancellation.

Will I be asked for a deposit?

Sometimes. Deposits are $150 per booked hour for appointments longer than 60 minutes, 50% of the estimated fee for Zoom whitening, and advised case-by-case beyond 120 minutes. Cancel with at least two business days' notice and the deposit is refunded or transferred, your choice.

Full detail is on our attendance policies page, which governs booking and billing.

Do you take emergencies?

Yes, during clinic hours. Call and tell reception what has happened so we can prioritise you.

What about after hours?

We do not run an on-call service. Difficulty breathing or swallowing, spreading facial swelling, uncontrolled bleeding or facial injury — call 000 or go to your nearest emergency department. For urgent but not life-threatening problems, Nurse-on-Call on 1300 60 60 24, 24 hours. Public emergency dental care is at the Royal Dental Hospital of Melbourne, 720 Swanston Street, Carlton, for eligible patients. See our dental emergency page.

Can I request a particular practitioner?

Yes, and you can change without explaining why. See our team.

Your first visit

What should I bring?

Your health fund card, a current list of your medications, and your Medicare card if your child may be eligible under the Child Dental Benefits Schedule.

Do I need to fill in forms?

You will get a link by email or SMS to complete your details and medical history before you arrive. We are largely paperless. Clinic iPads are available if you would rather do it here.

Why do you need my medical history?

Because it changes treatment. Blood thinners, diabetes, heart conditions, prosthetic joints, bisphosphonates and immune conditions all affect how dental care is planned and delivered. Please keep it current at every visit.

Can you get my records from my old dentist?

Yes, with your written consent — which often saves repeating X-rays you have already had. Use the transfer of records form, ideally a couple of weeks before your appointment.

I am nervous about coming. What can you do?

Tell us when you book rather than on the day, so we can allow more time. A first visit can be a conversation with the chair upright and nothing done at all. See dental anxiety.

It has been years. Will I get a lecture?

No. People arrive here having not seen a dentist for ten or fifteen years. It is common, and the useful conversation is about what you want to do from here.

Treatment

What services do you provide?

General and preventive dentistry, restorative treatment, cosmetic dentistry, root canal treatment, extractions and minor oral surgery, dentures and implant restorations, paediatric care, occlusal splints and custom mouthguards. Imaging including on-site OPG.

Do you treat children?

Yes. Our team includes oral health therapists who work specifically with children. See family and kids dentistry. A first visit is recommended by around twelve months of age, or within six months of the first tooth appearing — whichever comes first.

Do you use amalgam?

No. The practice is amalgam-free. We also have an amalgam separator on the wastewater line for when old amalgam fillings are removed.

Do you offer sedation or general anaesthetic?

Treatment under general anaesthetic is carried out in a hospital or a facility set up for it, not in a general practice, and we refer for that. Ask us if it has been suggested to you.

Will you tell me if I don't need treatment?

Yes. "Monitor it and do nothing for now" is a legitimate recommendation and we make it often. The option of doing nothing is always explained, along with what happens if you take it.

Can I get a second opinion?

Yes, and we recommend it on larger plans. Ask and we will give you your records and radiographs.

Fees and cover

Do you take private health insurance?

Yes. We claim on the spot through HICAPS — bring your card and pay only the gap, which depends on your level of cover. HICAPS works with most major Australian health funds.

What payment methods do you accept?

EFTPOS, credit cards and cash, with on-the-spot health fund claiming through HICAPS. See payment options.

Do you offer payment plans?

We accept Afterpay and Zip. Both are third-party products — the terms, fees and approval decisions are theirs, not ours, and Afterpay charges late fees if a payment is missed. Contact the clinic to discuss sequencing a larger treatment plan, which is often the cheaper option.

Will I know the cost before treatment?

Yes. You will be given the costs before treatment begins, and a written treatment plan for anything substantial. Nothing is added without being discussed first.

What if treatment cannot go ahead on the day?

If a contraindication means treatment cannot safely proceed, only the $80 comprehensive examination fee is payable. It attracts a health fund rebate where you are covered, and is discounted from the treatment when it does go ahead.

Is my child covered by Medicare?

Eligible children aged 0–17 may be covered under the Child Dental Benefits Schedule. Eligibility is determined by Medicare and Centrelink, and you should receive a letter if your child qualifies. See Medicare dental benefits.

Do you bulk bill?

No. Eligible children may be covered under the CDBS, and eligible concession card holders can access the Victorian public dental system, which is separate from this practice.

Oral health

How can I prevent decay and gum disease?

Brush twice daily for two minutes with a soft brush and fluoride toothpaste, clean between the teeth daily, limit sugary and acidic foods and drinks, drink tap water, do not smoke, and keep your recall interval.

My gums bleed when I brush. Is that normal?

No. Healthy gums do not bleed with normal cleaning. It is usually the earliest sign of gum disease, at the stage when it is still fully reversible. See bleeding and swollen gums.

Should I rinse after brushing?

No — spit, do not rinse. Rinsing washes away the fluoride that does the work.

Do you offer teeth whitening?

Yes, in-chair and custom take-home options. Conditions apply, including a recent examination and clean. Whitening does not change the colour of existing fillings, crowns or veneers. See teeth whitening.

Are dental X-rays safe?

The dose from a dental radiograph is very small, and digital sensors reduce it further. We take them only where there is a clinical reason, not automatically at every visit. Tell us if you are or may be pregnant. See dental X-rays and OPG.

My toothache stopped on its own. Am I fine?

Usually not. Severe pain that suddenly disappears often means the nerve has died, and the infection is still there. Book anyway — see toothache.

Why are there no patient reviews on this site?

Because testimonials are prohibited in advertising a regulated health service under Australian law. See testimonials for what to look at instead.

Still have a question?

Call our team on (03) 9088 5808 or email info@victoriandentalgroup.com.au. We aim to respond within 24 hours during business operating hours.

This page is general information and does not replace advice from a registered dental practitioner about your own circumstances. Fee and attendance terms are summarised here; the attendance policies and terms and conditions pages govern. Please see our Disclaimer.

How do I become a patient?

Book online at onlineappointment.carestack.au or phone (03) 9088 5808. Victorian Dental Group is at 291 Wattletree Road, Malvern East VIC 3145, open Monday to Friday 8:00am to 5:00pm. Bring your Medicare card, health fund card, a list of your medications, and any records or X-rays from a previous dentist. Arrive a few minutes early for the medical history form.

How often should I have a check-up?

It depends on you, not on a fixed rule. Six months is a common default, but someone with healthy teeth, good cleaning and no history of decay may safely go longer, while someone with active gum disease, a dry mouth, a high decay rate or complex restorative work needs to be seen more often — sometimes every three or four months. The interval is set after an examination and reviewed as things change.

Will I be told what treatment costs before it happens?

Yes. You receive a written treatment plan with item numbers and fees before treatment begins, and for staged work the cost of each stage. Ask for a quote at any point, with no obligation to proceed. If a plan is more than you expected, say so — there is often a staged or less expensive option.

Can I claim my private health fund at the appointment?

Yes — HICAPS terminals are on site, so bring your card and the rebate is processed there and then, leaving you to pay only the gap. What your fund pays depends on your cover, the item numbers, your remaining annual limit and any waiting periods, all of which the fund sets rather than the practice. Extras limits usually reset on 1 January and do not carry over.

Is there help with the cost of children's dental care?

Eligible children aged 0 to 17 can be treated under the Child Dental Benefits Schedule, which covers basic general dental care but not orthodontics. Check eligibility and the remaining balance through myGov or on 132 011, and bring the child's Medicare card. A parent or guardian should attend, as consent for a child's treatment is given by them.

What should I do in a dental emergency?

Phone (03) 9088 5808 during opening hours rather than booking online, so the problem can be triaged. Go to a hospital emergency department or call 000, at any time, for difficulty breathing or swallowing, facial swelling that is spreading, fever with facial swelling, uncontrolled bleeding, or a significant facial injury. A knocked-out adult tooth is time-critical — keep it in milk or saliva, never water, and seek help immediately.

I am anxious about dental treatment — what can be done?

Tell us when you book and again when you arrive. A longer appointment so nothing is rushed, explaining each step before it happens, agreeing a signal to stop at any point, and beginning with an examination and a conversation rather than treatment all help. Local anaesthetic controls discomfort. We will not promise you will find it easy, but you set the pace and treatment stops when you ask.

Do you offer specialist treatment?

No. Victorian Dental Group is a general dental practice and holds no specialist registration. Orthodontics, and cases calling for a periodontist, endodontist, prosthodontist or oral and maxillofacial surgeon, are referred. Treatment under sedation or general anaesthetic takes place in a hospital or an equipped facility, not here. You will be told plainly when a referral is the right course.

What happens if I need to cancel?

Phone (03) 9088 5808 as early as you can, so the time can be offered to someone else — SMS and email do not cancel an appointment unless the practice confirms in writing. At least two business days' notice is required to avoid a cancellation fee. The full terms are on the attendance policies page.

How do I get a copy of my records, or raise a concern?

Phone (03) 9088 5808 or email info@victoriandentalgroup.com.au. Most concerns are resolved directly with the practice. If a concern is not resolved, the Health Complaints Commissioner in Victoria handles complaints about health services, and AHPRA handles concerns about a registered practitioner — you can also check any practitioner's registration on the AHPRA public register.