PetSafetyNet™ is designed to assist vulnerable and disadvantaged pet owners by providing access to veterinary telehealth and subsidised in clinic veterinary care for dogs and cats. By using the PetSafetyNet™ service, eligible pet owners agree to the following terms and conditions. These terms outline the scope of services, eligibility requirements, and obligations for both PetSafetyNet™ and pet owners.

To access PetSafetyNet™, the pet owner must meet eligibility criteria, including:

– Experiencing financial hardship and are unable to afford urgent, essential veterinary care for a pet dog or cat.
– Live within the PetSafetyNet™ pilot area, covering the NSW Local Government Areas (LGAs) of Newcastle, Lake Macquarie, Cessnock, Maitland, Port Stephens, Kempsey, Port Macquarie-Hastings and the Central Coast, or the entire state of Tasmania
– Receiving a Centrelink or Department of Veterans’ Affairs support payment and hold either a Health Care Card (Services Australia issued) or Pensioner Concession Card (Services Australia or Department of Veterans’ Affairs issued) in their name.
– Being 18 years of age or older.
– The pet the owner is seeking support for isn’t currently covered by pet insurance.

Eligible pet owners who complete the PetSafetyNet™ eligibility check will be granted access to a MySafetyNet account for an initial period of thirty (30) days. During this time, users may access the services provided under the PetSafetyNet™ program, including:

– Free telehealth consultations with a registered Australian veterinarian through VetChat.

– Subsidised in-clinic veterinary treatments for a select range of expenses relating to urgent or essential veterinary care at participating veterinary clinics.

If additional support is required beyond the initial 30 day period, pet owners may re-complete the eligibility check to determine if they remain eligible to continue accessing the program. This can be done by logging into their MySafetyNet account and clicking the “Request SafetyNet Extension” button. Continued access will depend on meeting the eligibility criteria at the time of reassessment.

Pet owners may access services for up to three pets.

The PetSafetyNet program provides subsidy for a limited range of urgent veterinary procedures and treatments at a participating in-clinic location. Please note the following are not able to be subsidised through PetSafetyNet:

– Management and treatment of ongoing chronic conditions (including but not limited to arthritis, chronic skin issues, heart disease and behavioural conditions)
– Orthopaedic (bone and joint) surgery, except for amputation
Externally provided diagnostic services (e.g. referral laboratories or imaging providers outside the clinic) – Specialist veterinary services
– Expenses related to routine care of your pet, including vaccination, desexing and parasite prevention
– Management and treatment of parvovirus infection
– Dental procedures and treatments
– Lumpectomies for internal or external lumps, masses and/or neoplasia
– Gastric dilatation with volvulus (GDV) treatment
– Aural haematoma and cherry eye surgical treatment
– Reproductive procedures or treatments where breeding of a dog or cat was undertaken for commercial purposes. * Commercial purposes mean the intentional breeding of a dog or cat where the purpose is the sale, trade, or financial gain from the resulting puppies or kittens, whether or not the breeder is formally registered, licensed, or operating as a business.

Where a pet owner was granted access to PetSafetyNet before 6 October 2026, dental procedures and removal of lumps, masses or growths remain eligible for support for their current 30-day eligibility period, ending no later than 5 November 2026. From 6 November 2026, these exclusions apply to all eligibility periods.

PetSafetyNet reserves the right to modify the scope of services based on available resources and demand.

Contact us for more information.

PetSafetyNet™ is committed to supporting those who need it most. If we determine that services have been accessed fraudulently or based on incorrect information, we reserve the right to withdraw access to PetSafetyNet™ for the individual involved. Any suspected fraudulent activity may result in termination of services and further action if necessary.

PetSafetyNet™ is currently in a pilot stage. The duration of the pilot is subject to change based on budgeting and resourcing factors. At the conclusion of the pilot, eligible pet owners who have already been provided access to the PetSafetyNet™ offering will be able to access the service for the complete thirty (30) day period of eligibility. 

PetSafetyNet™, its partners, and participating veterinary clinics will provide services to the best of their ability; however, PetSafetyNet™ cannot guarantee the availability of resources or the outcome of veterinary treatments. By using PetSafetyNet™, you acknowledge that PetSafetyNet™ will not be held liable for any loss or damage arising from the use of its services.

To help improve and expand PetSafetyNet™, we may invite eligible pet owners to participate in research studies to better understand the benefits of the program. Participation is voluntary and will not affect access to services. By agreeing to participate, you consent to having your data used for research purposes in accordance with our privacy policy.

PetSafetyNet™ is committed to protecting your privacy. Personal information collected while using PetSafetyNet™ services will be handled in accordance with our Privacy Policy. Please review this document for further details on how your data is collected, used, and stored.

PetSafetyNet™ reserves the right to update or modify these terms at any time without prior notice. Any changes will be effective immediately upon posting on the PetSafetyNet™ website.

PetSafetyNet™ reserves the right to withdraw or terminate access to services if a pet owner exhibits any of the following:

• Aggressive or threatening behaviour towards PetSafetyNet™ participating veterinary staff, support teams and/or referral partners;
• Verbal abuse, harassment, and/or offensive language, including discrimination or intimidation; and/or
• Repeatedly rude, disruptive, or inappropriate conduct towards participating veterinary staff, support teams and/or referral partners.

(collectively known an “inappropriate behaviour”)

1. If any of the above inappropriate behaviour occurs, PetSafetyNet™ will:
Provide the pet owner with a written warning regarding the inappropriate behaviour; and

2. In the event that there is continued inappropriate behaviour, PetSafetyNet™ will review the individual’s access to PetSafetyNet™ services. PetSafetyNet™ reserves the right to terminate, suspend or permanently withdraw access to the PetSafetyNet™ program due to inappropriate behaviour.

3. Notwithstanding clause 11.1, PetSafetyNet may immediately suspend or permanently withdraw access to services, without prior warning, where, in its reasonable determination:
• multiple instances of inappropriate or aggressive behaviour are reported; or
• the behaviour is particularly severe, including conduct that poses a risk to the safety, wellbeing, or psychological health of staff or others; or
• a participating veterinary hospital determines that, due to the client’s behaviour, it will no longer provide services to that individual.

If you have any questions or concerns about these Terms of Service of PetSafetyNet™, please contact us at safetynet@petsure.com.au.