Why your pharmacist asks questions (and sometimes for ID)

Prescriptions & medicines ·Published 26 October 2026 ·Reviewed 26 October 2026

Written by the Priceline Pharmacy Pacific Fair team. Reviewed by Jason Markey, BPharmSci, MPharm, Owner and Pharmacist, Ahpra registration PHA0001976405.

General health information from a registered pharmacist. It doesn’t replace advice from your own pharmacist or doctor. How we write and check our articles.

When a pharmacist asks who a medicine is for, what your symptoms are or what else you take, they’re not judging you. Some medicines are only safe for some people, and the rules ask pharmacists to check before supplying them. A few quick answers help us choose something that works, or spot when you need a doctor.

For some cold and flu tablets, Queensland also requires each sale to be recorded, so we’ll ask for photo ID. Here’s how medicines are grouped, what we ask and why, and what happens if we can’t supply something.

How are medicines grouped in Australia?

The Therapeutic Goods Administration (TGA) describes scheduling as a national system that controls how medicines are made available to the public. Medicines are grouped by the control needed to protect public health and safety. State and territory laws give the schedules legal effect.

The three you’ll meet most often are:

• Pharmacy Medicine (Schedule 2). healthdirect explains these are only sold in pharmacies, on shelves in the main part of the shop.
• Pharmacist Only Medicine (Schedule 3). These are kept behind the counter, and healthdirect says you can only buy them after speaking to the pharmacist.
• Prescription Only Medicine (Schedule 4). These need a prescriber’s order, such as a script from your doctor.

Schedule 8 covers Controlled Drugs, prescription medicines with extra rules to reduce misuse and dependence.

Because you can only buy a Pharmacist Only Medicine after speaking to the pharmacist, that conversation is how the pharmacist checks the medicine is right for you. That’s what the questions are for.

What will the pharmacist ask, and why?

You might be asked some or all of these, by the pharmacist or another member of the team.

• Who is it for? The answers need to be about the person taking it. healthdirect notes a child’s dose depends on their age and weight. It also says cough and cold medicines, including nasal sprays, aren’t suitable for children under 6.
• What are your symptoms? This helps the pharmacist match the medicine to the problem, or suggest something else.
• How long have you had them? Some medicines are for short-term use only. healthdirect advises against using decongestant nasal sprays for more than 5 days in a row. It also suggests seeing a doctor if cold or flu symptoms aren’t improving.
• What else do you take? healthdirect warns that some over-the-counter and complementary medicines can interact with prescription medicines. Two products can also contain the same active ingredient, making it easy to double up.
• Any allergies? Better Health Channel lists allergy to particular medicines as a reason some medicines may not be advisable.
• Any health conditions? healthdirect suggests talking to the pharmacist first if you have stomach, kidney, liver or heart problems. For example, it says to avoid decongestants if your high blood pressure isn’t well managed.
• Pregnant or breastfeeding? healthdirect says some medicines may harm an unborn baby, and some may affect a breastfed baby or your milk supply.
• Your age. Better Health Channel notes some medicines may not be advisable for people who are very young or elderly.

Why do I need photo ID for some cold and flu tablets?

Some cold and flu tablets contain an ingredient that can be used to make illegal drugs. To reduce that risk, Queensland Health requires pharmacists to record these sales in an online, real-time system shared by Queensland pharmacies.

Queensland Health’s departmental standard says the record includes the buyer’s name and address, the product, its strength and quantity, and the pharmacist’s name. It can also include the buyer’s photo ID number. The record helps the pharmacist decide whether a sale is appropriate.

So we’ll ask to see photo ID, such as your driver licence, and a few extra questions. The same rules apply to everyone.

Why can’t I buy some medicines over the counter any more?

Some medicines that used to be sold over the counter have been moved or removed:

• February 2018. Some stronger pain relievers and some cough and cold medicines became prescription-only. The TGA pointed to substantial evidence of harm from misuse, and the risk of tolerance and dependence. It also found little evidence these low-dose products worked better than alternatives for most people.
• 2023. The TGA cancelled some cough medicines and recalled them from pharmacy shelves. This followed a review that linked them to a risk of severe allergic reactions to certain muscle relaxants used during a general anaesthetic.

If you relied on one of these, ask your pharmacist about other options, or see your GP.

Can I get my repeat early?

Often, yes, for many regular medicines, such as blood pressure and cholesterol medicines. Just ask. Some medicines can’t be supplied early without your doctor’s approval. If you’re travelling, we’re always happy to try calling your doctor for their approval.

There are a few reasons a repeat may not be available straight away, or may not count towards your PBS Safety Net:

• Intervals set on the script. Your doctor may set a minimum time between repeats, and some medicines have legal limits on how soon they can be supplied again.
• Monitored medicines. Before dispensing some strong pain relievers, sleeping and anxiety medicines, nerve pain medicines and ADHD medicines, Queensland pharmacists generally must check QScript. The Queensland Government explains it gives doctors and pharmacists up-to-date information about these medicines you’ve received, to help spot risks such as taking too much. Whether to dispense is still the pharmacist’s clinical decision.
• The PBS early supply rule. For some long-term PBS medicines, a repeat supplied too soon falls outside the PBS Safety Net. Too soon means within 20 days of the last supply, or 50 days for a 60-day script. What you pay for it then doesn’t count towards your Safety Net total. The PBS says this rule replaced the old Safety Net 20-day rule in 2016. See our PBS Safety Net guide.

If you need a supply early, tell your pharmacist. The PBS notes there are arrangements when you need an early supply to continue your treatment. If you’re running out because you’re taking more than prescribed, talk to your pharmacist and doctor.

What happens if the pharmacist can’t supply a medicine?

Sometimes the answer is no, or not today. If a pharmacist can’t supply a medicine, they should tell you why. They may suggest a different medicine or another way to manage your symptoms, or refer you to a doctor.

The GPs at Help Medical, an independent general practice located inside our store, welcome walk-ins subject to doctor availability. For some common conditions, a trained pharmacist may be able to help without a GP. See what a pharmacist can treat in Queensland.

Can I talk to the pharmacist privately?

Yes. If you’d rather not explain your symptoms at the counter, just ask. We have a private consultation room, and you don’t need an appointment.

How can I make it quicker?

A few things help:

• Say who the medicine is for and their age. For a child, know their weight if you can.
• Bring a list of your medicines, including vitamins and complementary medicines.
• Mention allergies, health conditions, and pregnancy or breastfeeding.
• Send your eScript ahead. Our prescriptions page explains how.

When to see a pharmacist or GP

Talk to a pharmacist or see a GP if:

• your symptoms aren’t getting better, or are getting worse
• you’ve used a decongestant nasal spray for 5 days and still need it
• you’re pregnant, breastfeeding or caring for a young child and aren’t sure what’s safe
• you’ve run out of a regular medicine and can’t get a repeat

If someone has taken the wrong medicine or too much, call the Poisons Information Centre on 13 11 26.

Call 000 in an emergency. If someone has collapsed, isn’t breathing or is having a severe allergic reaction, call triple zero (000) straight away.

Frequently asked questions

Can a pharmacist refuse to sell me a medicine?

Yes. Pharmacist Only Medicines need a pharmacist’s advice, so if a medicine isn’t right for you, the pharmacist won’t supply it. They may suggest another treatment or refer you to a doctor.

Why am I asked questions when I’ve bought it before?

Your health, your other medicines or the product itself may have changed since last time. A quick check each time keeps it safe.

Not sure what you need? Ask our pharmacists at Pacific Fair. No appointment needed.

This article is general information only and isn’t a substitute for personal advice from your doctor or pharmacist. Always read the label and follow the directions for use. If symptoms persist or you’re worried, talk to your pharmacist or GP. In an emergency, call 000.