What To Do In A Pet Emergency During Coronavirus (COVID-19)

This page has been put together for pet owners to keep them up-to-date on what to do in a pet emergency during the coronavirus (COVID-19 ) pandemic as it unfolds in Australia. This information applies to all four of Animal Emergency Service's hospitals at Jindalee, Underwood, Carrara and Tanawha, and our Pet Intensive Care Unit.

Last updated: 3/06/2020 - 9:03am


UPDATE 08/05/2020: This weekend we will be starting to relax some of the COVID-19 measures we put in place at our hospitals. We know having an ill or injured pet is stressful, and we will be there to guide you through what to do when you visit us. Thank you for your patience and understanding as we slowly return to a new normal.



What to expect when you arrive infographic

What to expect when you get to Animal Emergency Service

In these unusual circumstances, we will no longer be allowing our clients to bring their pets inside our building. We ask for your understanding as we implement these measures to help us give your pet the best care and for your health and safety.

If you are in the position to let us know that you will be arriving, please call us before coming down to us. We encourage you to use your bathroom prior to visiting us as we do not have a toilet available on our premises.

Upon arrival, please remain in your car and phone us to let us know you have arrived. Due to COVID-19, our client care team will ask you a few short questions about your current health, and about your pet’s health. Please note, if you are COVID-19 positive you can still visit us. We have increased health and safety measures to ensure we can see all clients and welcome you to our hospital.

We will then send you a form to fill in, to tell us about you and your pet. Shortly afterwards you will receive instructions from one of our team members, who will come out to collect your pet from your car.


Patient Consultation

Rest assured that once we have collected your pet from the carpark, one of our nurses will assess your pet. At this stage we ask for your patience while our team works hard at providing emergency pet care.

One of our vets will phone you to conduct a consultation, recommending a treatment plan for your pet and discussing an estimate – visit our fees page to find out more about the different payment options available. You will be given instructions on how to pay a deposit for your pet’s treatment.



We will explain how your pet’s treatment plan will work and you’ll have plenty of opportunity to ask us any questions. We are here to help put your mind at ease when discussing your pet’s treatment. Rest assured that our hospital has state-of-the-art medical equipment to help your best friend – some of which is identical to that used in a human emergency hospital.

Our new health and safety measures mean we, unfortunately, cannot allow visitors into our hospital, but we are able to offer a video ‘virtual visit’ with your pet and will keep you up to date during their stay with photos.


Picking up your pet

If your pet has been cleared to go home by a vet, we will phone you to give you a time to collect your pal. When you arrive in the carpark, please phone us and we will:

  • Give you an update on your pet, including any medications/things you need to know to continue care at home and with your primary vet
  • Give you all the information you need to pay the remainder of your account

Our team will bring your furry friend out to a cage at the front of the building (after many pats goodbye!), and once you see that we have entered back into the building, you will be able to collect your pet. We love watching pets reunited with their owners, so you may see us waving to you behind the glass as you collect them.

Frequently Asked Questions

After business hours, on public holidays or on weekends please phone your closest Animal Emergency Service hospital using the phone numbers below. 


Animal Emergency Service Jindalee
34 Goggs Road, Jindalee
(07) 3715 9999

Animal Emergency Service Underwood
1 Lexington Road, Underwood
(07) 3423 1888

Gold Coast

Animal Emergency Service Carrara
104 Eastlake Street, Carrara
(07) 5559 1599

Sunshine Coast

Animal Emergency Service Tanawha
431 Tanawha Tourist, Tanawha
(07) 5445 1333


Within normal business hours please call your local vet. If you would like to find a vet clinic near you, visit our find a vet in your local area page.

No. You won't need to book an appointment, you can come straight to us. However wherever possible, please phone the hospital first to let us know you're on your way so we can be prepared for you. As well as relaying information about your pet's condition, you may be asked some questions about your health and any possible contact with COVID-19 positive individuals. This will help us decide the best way to help you and your pet when you arrive at the hospital. We ask that only one person accompanies the pet into the building in order to do our part to minimise the number of people in our hospital and maintain social distancing. 

If possible please arrange a family member or friend who:

  • Is not been diagnosed with COVID-19, and;
  • Who has not been in close contact with a diagnosed person to bring your pet to the hospital.


If you are unable to arrange for someone else to bring your pet to us, we can still see your pet:

  • Once you arrive at our hospital, please wait in your car and we will come out to help you;
  • Phone us from the car park to let us know you have arrived;
  • A nurse will then come out to collect your pet and take them into the hospital. The vet will then perform a consultation with you via phone or video call.

We have strict processes in place to ensure hygiene and safety at all times. During this outbreak of coronavirus (COVID-19) we will be increasing the frequency of regular cleaning of high-touch surfaces. This includes and is not limited to all reception surfaces. Although there will be a bathroom available, it is a high-risk area for infection transmission and is only recommended to be used in urgent situations - where possible please use your own bathroom before visiting us.

In normal circumstances, we encourage you to visit your pet, however, in the current conditions we will be asking you to refrain from visiting your pet in order to reduce the risk to yourself and our team members.  

With so much misinformation online, our vets have put together answers to questions they are frequently being asked about coronavirus and pets. Visit our Coronavirus and Pets blog.

We ask at this time payments be made by EFTPOS, credit cards, or through our secure online payment gateway, not by cash to reduce the risk of transmission.

We want to reassure you we are committed to discussing your options for the best and most affordable pet treatment for your situation.

Some of the alternative payment options we offer include:

  • Our vets will work with you to find an alternative treatment plan to suit your financial circumstances
  • If you require financial assistance, we can help you to apply for VetPay or Gem Visa, who offer payment plans
  • We ask at this time payments be made by EFTPOS, credit cards, or through our secure online payment gateway, not by cash
  • We also recommend pet insurance to give you peace of mind, and we can assist in processing your claims

For more information, visit our Fees page.