Technical support

For technical support please email support or sales inquiries
or freecall 1800 061 260 (within Australia) during business hours.

I have a question about…

Administration and ordering
eTG complete online
eTG complete offline download
eTG complete mobile app
Content

Top 10 questions

Administration and ordering

eTG complete online

eTG complete offline download

eTG complete mobile app

Content

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Administration and ordering

How do I reset my password?
Click on the Log in button in the top right-hand corner of our home page [www.tg.org.au]. Click on the link beside ‘Forgot your password?’ and enter your email address. You will be sent a link to reset your password.

How can I update my personal information?
To update your contact details, log in on our website [www.tg.org.au]. Select your account name from the ‘My account’ drop-down list. You can then click on ‘Edit details’ in the ‘My details’ tab.

Which product / type of subscription is most suitable for me?
eTG complete online: this product is useful for users who use eTG complete in locations with internet access. It can be used on desktops, laptops and mobile devices. It updates automatically.
eTG complete (mobile app): this product is optimised for Apple and Android devices and ideal for those practicing in a variety of locations. The content can be downloaded to your device, but requires internet access for initial download, then periodic access for updates (several times per year).

Why can’t I buy some of the guidelines in book format?
Books: As part of our commitment to providing the highest quality patient management advice, we are implementing changes to our guideline update process. This exciting initiative will allow us to update topics within a guideline rapidly, in response to changes in the evidence. Individual topics within a guideline will therefore be updated on their own schedule, and will be published in our digital product eTG complete.

Therapeutic Guidelines exists to promote best practice patient care. To avoid situations where clinicians inadvertently follow out-of-date advice, we have decided to gradually phase out the book format of our guidelines, as new updates become available.

The decision to gradually stop printing our guidelines was not taken lightly—we understand that the books are still popular with some of our customers. We hope you will understand that book publishing is not compatible with the fast pace of change in medical evidence nor with Therapeutic Guidelines’ commitment to promoting quality use of medicines.

Direct subscribers
Single subscriptions: for single users we recommend an individual subscription to eTG complete.
Multiple subscriptions (2-10 users): group subscriptions are available for individuals, small practices and pharmacies etc. Contact Therapeutic Guidelines for further information at sales@tg.org.au.

Institutional subscribers
Larger subscriptions: for university libraries or faculties, government departments, registered training organisations, private hospitals and other organisations, contact us at sales@tg.org.au for further information.

Print titles: Therapeutic Guidelines are also available in print titles for some therapeutic areas. Go to ‘Products’ for more information.

How many licences do I need?
Any one user must have a separate licence. If, for example, a practice has one full-time and two part-time doctors, then three licences are required.

How long will it take for books to reach me?
You should receive books within 5-10 working days in Australia and 10-15 working days for international orders.

I live outside of Australia, can I still purchase eTG complete?
Yes, you can purchase eTG complete via the online purchasing system. International users should contact sales@tg.org.au if they wish to purchase books from outside Australia.

Which payment methods do you accept?

  • For online orders we accept credit cards (Visa, MasterCard, and American Express) and PayPal.
  • For telephone or mail orders we accept credit cards.
  • For mail orders we accept cheques, purchase orders and credit cards.

Is it safe to enter my credit card number online?
The online purchasing system that Therapeutic Guidelines Ltd (TGL) uses is SecurePay, a secure online banking business of Australia Post. With SecurePay, your credit card details are encrypted and transmitted securely from the TGL website to SecurePay. TGL doesn’t have direct access to full credit card numbers. If you need more information, go to www.securepay.com.au.

When will my subscription expire?
The subscription will expire one year from the date of purchase. It is possible to renew online by logging in to your account. TGL attempts to notify all users with expiring subscriptions by email.

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eTG complete online

How can I find out about the new features of eTG complete?
eTG complete features a new look, coupled with improved functionality and navigation. These new features are explained in detail in our guided tour and summarised in this snapshot.

How do I access eTG complete online on my mobile device?

  • Use the browser on your mobile device to go to the TGL website [www.tg.org.au].
  • Use your current login details to log into eTG complete via the login box in the top right corner.
  • See eTG complete (mobile app) if you want to purchase the app and download eTG complete to your mobile device.

Can I use eTG complete online on both my phone and computer at the same time?
You can use eTG complete online on computer, phone and tablet, but you can only log in from a single device at any given time. Please make sure you log off before switching between devices. If you forget to log out, there is an automatic time-out after half an hour of no use.

Which operating systems will eTG complete online run on?
eTG complete is accessible via Windows (XP, Win7, Win8 and Win10) and Macintosh OSX (version 10.6 or later). All that is required to access eTG complete online is a fully featured web browser.

Can I use both the online version and download version simultaneously?
Single-user subscriptions comprise of both the download version as well as online access to eTG complete. Online subscribers may also download the content of eTG complete twice (per update).

Which browsers will eTG complete online run on?
For optimal functionality with eTG complete, we recommend that you use the latest version of Chrome, Firefox, Internet Explorer or Safari. If you are using an older browser, some of the pages and tools may not function properly.

I got a message saying TGL’s website is not secure, why is this?
TGL’s website is secure. You are probably getting this message because you have linked to TGL’s old web address. When we upgraded the corporate website, we switched from the prefix ‘http’ to ‘https’ (which has an additional layer of security). The correct URL for TGL’s website is now: https://www.tg.org.au. Please ensure that your bookmarks are pointing to the secure address.

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eTG complete offline download

How much space do I need to download eTG complete?
eTG complete will require approximately 200 MB.

Which operating systems will eTG complete download run on?
The downloadable version of eTG complete is accessible on Windows (XP, Win7, Win8 and Win10) and Macintosh OSX (version 10.6 or later).

How do I download eTG complete?
Log in to your account from our website [www.tg.org.au]. Select your account name from the ‘My account’ drop-down list and click on ‘My subscriptions’ tab. Click on ‘Download offline’ to start the download.

See detailed offline download instructions [PDF]

I updated my Mac OS and got a message saying ‘eTG complete needs to be updated’, what should I do?
Our offline version of eTG complete was initially incompatible with Mac Catalina (version 10.15) and users got the above message when trying to open the file. We have fixed this problem and an updated version is available on our website. You can download and install the latest version using the above instructions.

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eTG complete mobile app

How do I purchase the eTG complete app?
The app is available as an add-on to individual and multi-user subscribers. It costs an additional $50. The app and eTG complete subscription can be purchased from the TGL website [www.tg.org.au] or freecall (Australia only) 1800 061 260.

Can I get the app if I access eTG complete through my institution (e.g. hospital or university)?
The app may be available as part of an institutional licence. Contact your institution to find out if the app version of eTG complete is available and to get your login details.

Do I need internet access to use the eTG complete app?
Yes, you will need internet access to log into the app the first time you open it.

Once you have logged in, we recommend downloading the eTG complete content to your device by clicking on the cloud icon on the home page of the app (shown below). This allows the app to be used offline, which means if you are ever without an internet connection, you will still have access to all the content in eTG complete. The download takes just a few minutes and takes up approximately 200 MB of space.

Once you have downloaded the content, you can opt to use the app ‘online’ or ‘offline’ through your ‘settings’ (shown below). If you lose your internet connection, but have already downloaded the content, the app will automatically switch to offline mode.

Note: You need internet access for the initial download and periodic internet access for Therapeutic Guidelines content updates (several times per year).

How do I put the eTG complete app on my mobile device?

Direct subscribers

  • If you are a direct subscriber (access eTG complete with a username and password), you have the option of purchasing access to the app through Therapeutic Guidelines as an add-on to your subscription (see above for information on how to purchase access to the app).
  • Once you have purchased app access, you will receive a confirmation email from Therapeutic Guidelines with your login information.
  • Go to the App Store for iPhone, or Play Store for Android devices.
  • Search for ‘eTG complete’.
  • Download the eTG complete app.
  • Choose ‘Individual’ user log in.
  • Use your eTG complete log in details to access the app.
  • Once you have logged in, we recommend downloading the eTG complete content to your device by clicking on the cloud icon on the home page of the app. This allows the app to be used offline, which means if you are ever without an internet connection, you will still have access to all the content in eTG complete. The download takes just a few minutes and takes up approximately 200 MB of space.
  • You can then choose to use the app ‘online’ or ‘offline’ through your ‘settings’.
  • Note: Whenever eTG complete gets updated, a cloud icon will appear to indicate that new content is available for download. Therefore even if you are using the app offline whilst still connected to the internet, you will still receive a notification when new content is available for download.
  • See detailed app upgrade instructions [PDF]


Institutional users

  • If your institution has a licence for the app, you will be provided with a link to register for a token (contact your institution for access information). Please note that you need to register for your token from within your institution’s IP range.
  • Fill in the required fields.
  • After registration, your token will appear on screen. It will also be emailed to the address used during registration.
  • Copy your token details.
  • Go to the App store for iPhone, or Play Store for Android devices.
  • Search for ‘eTG complete’.
  • Download the eTG complete app.
  • Choose ‘Institutional’ user log in.
  • Log into the app using the email address you used to register, and your token.
  • Download the content for offline use by clicking on the cloud symbol on the home page of the app.

How much storage space do I need on my mobile device to download the eTG complete app?
The eTG complete app requires approximately 200 MB of space.

How do I use the app offline?

To use the app offline, the content needs to be downloaded to your device:

  • Open the eTG complete app.
  • If the cloud icon appears on the top right-hand-side of the app’s home page, content is available for download.
  • Click on the icon to download the content to your device.
  • You will receive a notification when the content has downloaded successfully.
  • Whenever eTG complete gets updated, a cloud icon will appear to indicate that new content is available for download. Therefore even if you are using the app offline whilst still connected to the internet, you will still receive a notification when new content is available for download.
  • Note: If you have downloaded the content and you have no internet connection, the app will automatically switch to offline mode.

To select offline use:

  • Go into Settings (click on the hamburger icon on the top left-hand corner of the home page, choose ‘Settings’).
  • Choose ‘Use app offline’.

If you have downloaded the content and you have no internet connection, the app will automatically switch to offline mode.

How do I update my eTG complete app?
We release regular upgrades to the app to improve performance and fix bugs. When a major upgrade has been released, we will contact users and institutions to let them know about the upgrade. If your device is set to automatically update, you won’t need to do anything. If you are unsure of how to update, click on the relevant link below:

If you need assistance, please contact our team at support@tg.org.au or (03) 9329 1566. Note: If an institutional user uninstalls the app, you will need to contact Therapeutic Guidelines to have your token re-assigned (see contact details above).

How do I update the content of eTG complete?

You will be prompted to update the eTG complete content several times per year. Whenever eTG complete gets updated, a cloud icon will appear to indicate that new content is available for download. Select ‘Download’ on the pop-up notification or the cloud icon to start the download (see image below). Note that you need internet access to download the content. However, even if you are using the app offline, you will still receive a notification when new content is available for download.

How do I know which version of the app I am running?
To find out which version of the app you are running:

  • Go into Settings (click on the hamburger icon on the top left-hand corner of the home page, choose ‘Settings’).
  • The app version number is at the bottom of the window.

Troubleshooting

Why do I have to log in to the app each time I open it?
You should not need to log in each time – only the first time you open the app or after an upgrade/reinstall. If you are being prompted to do this each time, please update your app to the latest version (see ‘How do I update my eTG complete app?’). If this doesn’t work, please uninstall and reinstall the app for a complete reboot (see ‘How do I uninstall and reinstall the app?’).

My app is not working offline.
To use the app offline, you need to download the content to your device. For information on how to download the content see ‘How do I use the app offline?’. Note that you need an internet connection to download the content. If your internet connection was interrupted, the content may not have completely downloaded. In this case, the cloud icon will reappear and you will need to repeat the steps.

How do I uninstall and reinstall the app?
To uninstall the current version of the app shell:

  • Apple: Click and hold eTG complete icon until the cross appears then click the cross.
  • Android: Click on the eTG complete icon and drag it up to the dustbin on the top banner.

Then reinstall the app shell:

  • Apple: Search for the app in the App store (search on ‘eTG’), or click on this link.
  • Android: Search for the app in the Play store (search on ‘eTG’), or click on this link.

How do I deactivate a device from my TGL account?
If you get a message telling you that you already have two active devices, you can deactivate one of your devices by doing the following:

  • Log into your account through the black ‘Log in’ box in the top right-hand corner of the home page of the TGL website (www.tg.org.au) or eTG complete.
  • Select your account name from the ‘My account’ drop-down list (click on the black box in the top right-hand corner to see the drop-down list).
  • Click on the ‘My subscriptions’ tab.
  • Click on Deactivate to deactivate a device.
  • You should then be able to log in with your usual credentials. (Click on the cloud icon to download the content for offline use.)

How do I close the app on a mobile device?
To close the app on an Apple device:

  • Double-click on the home button (this is the round button below the screen in the middle of your device).
  • Select the eTG app and swipe up to close the app.

To close the app on an Android device:

  • Click on the little square on the left-hand side of the home button (usually a round button below the screen in the middle of your device).
  • Select the eTG app and swipe up to close the app.

I got a message saying ‘This content is currently unavailable’, what should I do?

Please try uninstalling and reinstalling the app shell, then download the content to your device.

  1. To uninstall the current version of the app shell:
  • Apple: Click and hold eTG complete icon until the cross appears then click the cross.
  • Android: Click on the eTG complete icon and drag it up to the dustbin on the top banner.
  1. To reinstall the app shell:
  • Apple: Search for the app in the App store (search on ‘eTG’), or click on this link.
  • Android: Search for the app in the Play store (search on ‘eTG’), or click on this link.
  1. After reinstalling the app, you will be asked to log in again.
    Institutional users need to contact Therapeutic Guidelines to have their tokens re-assigned (contact us at support@tg.org.au or (03) 9329 1566).
    Individual users may get a message saying they already have two active devices (instructions on how to deactivate a device are above).
  2. Click on the cloud icon on the landing page to download the content for offline use. The red circle on the image below shows the placement of the cloud icon. Once the content has successfully downloaded, you will get a message confirming that the download is complete.

I downloaded the content from the cloud, but the list of guidelines is empty when I switch to offline mode. What should I do?
Some users have reported seeing a empty guideline list when trying to use the app offline. This seems to happen if the app is switched to offline mode immediately after downloading the content. Switching back to online mode, then opening the guideline page will trigger the content to be downloaded and the list will then be available in both online and offline modes.

I can’t log into my app, what should I do?
Some users have reported seeing the message below when trying to log into their app. This was caused by a bug, which has now been fixed. If this message still appears when you try to access your app, click ‘OK’ to close the box. You should then be able to log in as usual. If you are still experiencing problems, please contact support@tg.org.au.

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Content

How is eTG complete different from other resources I use?

Therapeutic Guidelines Limited (TGL) is an independent not-for-profit organisation. Its aim is to promote the quality use of medicines, and it does this through the writing, publication and sale of Therapeutic Guidelines.

Its reputation is staked not only on its publications but also on its independence of government and commercial interests. It is financially self-sufficient and does not receive any form of government funding. To protect and maintain this independence a policy on conflict of interest is in place and directors, members of the company and members of the expert writing groups are all required to provide interest statements.

Therapeutic Guidelines are written principally for prescribers to provide them with clear, practical, succinct and up-to-date therapeutic information for a range of diseases.

The Guidelines are characterised by their:

  • Comprehensiveness: The Guidelines cover all common disorders seen in general practice.
  • Authority: The Guidelines present independent information on best practice, which is a distillation of current best evidence interpreted by experts.
  • Convenience: The Guidelines are easy to use with therapeutic advice categorised according to diagnosis.
  • Currency: All topics are reviewed and updated on a regular basis.
  • Reputation: Therapeutic Guidelines are endorsed by NPS MedicineWise, The Australasian Society of Clinical and Experimental Pharmacologists and Toxicologists, The Society of Hospital Pharmacists of Australia, and the International Society of Drug Bulletins. Individual titles are also endorsed by relevant specialty societies, colleges and peak bodies.

Therapeutic Guidelines are widely respected and are an accepted part of the Australian medical culture. They are used in all Australian medical and pharmacy schools, and are used extensively in public teaching hospitals and in community medical and pharmacy practices.

How are Therapeutic Guidelines Ltd products produced?
Therapeutic Guidelines are written principally for prescribers to provide them with clear, practical, succinct and up-to-date therapeutic information for a range of diseases. They are based on the latest international literature, interpreted by some of Australia’s most eminent and respected experts, with input from an extensive network of general practitioners and other users. Therapeutic Guidelines represent the essence of current available evidence. Click here to read a detailed description of the process used to develop the content.

How often is eTG complete updated?
eTG complete is updated several times each year.

eTG complete publication date
eTG complete was last updated in December 2019.

How do I use the doses in eTG complete?
The dosing regimens in the text generally apply to nonpregnant adults of average size; higher or lower doses are appropriate for some patients. Children’s doses have not been assessed for suitability in neonates; when doses are given for neonates, they apply to full-term neonates only, unless otherwise specified.

Why is there sometimes a number shown on the left of a drug regimen in eTG complete?
Where more than one drug regimen is listed for an indication, the number next to the regimen shows its place in therapy (eg 1 for first-line therapy, 2 for second-line therapy). Drugs that are equally appropriate for a given indication are marked with the same number.

Why are some drugs in eTG complete not listed in the drop-down list in the drug index?
The drug index currently only lists drugs that are part of a full dose recommendation (shown in a blue panel in eTG complete), but work is underway to include drugs and doses given in the general text and in tables. In the mean time, if your drug does not appear in the drop-down list, try searching using the main search box (or magnifying glass).

I have some suggestions that I would like to pass on to the editor, what should I do?
If you are using eTG complete online, feedback can be sent directly to Therapeutic Guidelines by clicking on the ‘Envelope’ icon at the top of the topic or section that you wish to comment on. If you are a book user, send an email to: feedback@tg.org.au. All comments will be logged and you will receive a response if requested.

How do I cite Therapeutic Guidelines?
All content produced by Therapeutic Guidelines is protected by copyright.
All rights are reserved. Apart from any fair dealing for the purposes of private study, criticism, or review as permitted under the Copyright Act 1968, no part of the Therapeutic Guidelines content in any format may be reproduced, stored in a retrieval system, scanned or transmitted in any form without permission. Click here for full details.

How to cite Therapeutic Guidelines depends on whether it is a specific topic being cited, or it is a general citation of a Therapeutic Guidelines book or digital product.

Below are examples for citations for Therapeutic Guidelines following the Vancouver bibliographic reference style.

eTG complete
Example of a citation for a general reference to eTG complete:
eTG complete [digital]. Melbourne: Therapeutic Guidelines Limited; 2019 Jun. <https://www.tg.org.au>

Example of a citation for a specific topic in eTG complete:
Fatigue in palliative care [published 2016 Jul]. In: eTG complete [digital]. Melbourne: Therapeutic Guidelines Limited; 2019 Jun. <https://www.tg.org.au>

Therapeutic Guidelines books
Example of a citation for a general reference to a Therapeutic Guidelines book:
Palliative Care Expert Group. Therapeutic guidelines: palliative care. Version 4. Melbourne: Therapeutic Guidelines Limited; 2016.

Example of a citation for a specific topic in a Therapeutic Guidelines book:
Fatigue. In: Palliative Care Expert Group. Therapeutic guidelines: palliative care. Version 4. Melbourne: Therapeutic Guidelines Limited; 2016. pp.235–9.

Why are some navigational features not working when I open the Management Guidelines: Developmental Disability PDF in Firefox?
Some newer versions of Firefox have disabled the interactive functionality of their built-in PDF viewer. This means some navigational features of the Developmental Disability guidelines will not be available if this PDF is opened in Firefox. These features include links to the Index, Contents and the Up / Down arrows. To enable this functionality, either use an alternative browser (eg Chrome), or save the PDF to your computer and then open it with Adobe Reader.

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