Policies
Cancellation and Late Fee Notice Policy
You will receive an SMS prior to your consultation to confirm your attendance. If we do not receive a reply from you 48 business hours prior to your consultation, the timeslot will be offered to our waiting list.
Note: The SMS reminder is provided as a courtesy; it is your responsibility to remember your appointment booking.
For initial and regular consultations, the policy below applies:
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Missed consultation without notice: Full fees apply and future appointments will be cancelled
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Late notice of cancellation less than 24 business hours: Full fees apply and future appointments will be cancelled
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Late notice of cancellation less than 48 business hours: $100
For psychometric assessments, the policy below applies:
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Missed consultation without notice and late notice of cancellation less than 24 business hours: Full fees apply
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Late notice of cancellation less than 48 business hours: 50% of total fees
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Late notice of cancellation between 48 business hours and less than 7 business days: 25% of total fees
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Late notice of cancellation > 7 business days: Full refund
We understand that sometimes life gets in the way of scheduled appointment times, and we do take extenuating circumstances into consideration. However, a missed appointment not only impacts you, but also deprives a child/family on our waiting list from receiving care.
Medicare does not refund any money for missed/late notice changes of consultations.
Fee and Invoicing Policy
Upon scheduling a consultation, you will be provided with documentation noting the relevant fees and invoicing guidelines for your clinician via email. This documentation specifies appointment costs and applicable Medicare rebates. All fees and rebates are subject to change without notice and are not guaranteed. The documentation provided to you is not an exhaustive list, as there are a variety of consultation types which may apply to different cases.
Pitstop Health does not invoice to third party payors on behalf of the patient for any reason. All invoices are to be settled at the time of the appointment, and a tax invoice will be provided to you to enable you to organise reimbursement where applicable; this includes NDIS and Work Cover claims.
Referral letters
A referral letter addressed to your clinician is required to be provided prior to your consultation if you wish to claim a medicare rebate for your appointments. Specialist referrals, such as Paediatricians, are valid for 3 months from your initial appointment. GP referrals are valid for 12 months from the first appointment you attend.
Whilst we endeavour to notify you of the anticipated expiry date, it is your responsibility to ensure you have a valid referral for your appointments. Please contact our reception team via email at reception@pitstophealth.com.au for confirmation of your referral dates.
Deposits
Deposits/prepayments are required for the following appointment types:
- Initial consultation (18+)
- Initial parent consultation (for patients <18)
- Initial paediatric consultation (<18)
- All telehealth appointments
- All review appointments scheduled for 60+ minutes
- Psychometric assessments
Please note, this is not an exhaustive list.
Telehealth appointments
All telehealth appointments must be prepaid. You will receive an SMS 7 days prior to your appointment with a payment request and link to settle the relevant amount. If you have not made the prepayment 2 days prior to your appointment, this may lead to the appointment being rescheduled and offered to our wait list.
Medication and script requests outside of consultation
Prescription requests can be completed by a script request using this link, or emailed to reception@pitstophealth.com.au. You will receive an invoice following your request. Once you have completed the pre-payment, the practitioner will aim to complete this within 48 hours.
It is at the practitioner’s discretion to approve this request – If you have not attended the practice within the last 3 months, you may be required to attend a short review appointment to allow the practitioner to provide you with the appropriate medication script.
There is no medicare rebate applicable for these requests.
Letters or application requests outside of consultation
All letters and applications requests outside of the consultation appointment may incur a fee. This includes NDIS applications, letters of support for DSP application and letters to stakeholders (school, AARA, tertiary education, licensing and employment). Once you have completed the pre-payment, the practitioner will aim to complete this in 7-10 business days.
There is no medicare rebate applicable for these requests.
Outstanding accounts - Ongoing appointments
You will be contacted a minimum of three times by Pitstop Health to settle any outstanding invoices. Outstanding invoices that have not been settled 14 days from the date of appointment result in upcoming appointments being cancelled. These can be rescheduled after payment has been made. If there is no resolution after 14 days and three attempts to settle the account, Pitstop Health may forward your invoice to a third party collection group.
Outstanding accounts - Costs of recovery
The debtor/s shall pay for all costs actually incurred by Pitstop Health in the recovery of any monies owed under this Agreement. You agree to be liable for and indemnify Pitstop Health. These costs include recovery agent costs, repossession costs, location search costs, process server costs and solicitor costs on a solicitor/client basis, debt collection commission and legal fees on an indemnity basis.
Zero Tolerance Policy
Pitstop Health has a Zero Tolerance Policy to ensure all staff are treated with dignity and respect. This means that aggressive or violent behaviour towards our staff will not be tolerated under any circumstances. We will not tolerate defamation, bullying, intimidation, disrespectful or coarse language. You are entitled to your opinion, but your feedback should always be respectful and constructive.
Anyone verbally abusing members of staff, either in person or over the phone, will be advised that this behaviour will not be tolerated. Any future violation of this policy will result in our refusing to provide services with the offender and only transacting with the offender in writing.
Any instances of written abuse will be handled with the same level of severity. All abusive correspondence will be retained for reference. Should the matter persist, it may be referred to the police or for further legal action.
Privacy Policy
Pitstop Health Pty Ltd, ABN: 54 667 030 980 (“us”, “we”, or “our”) recognises the importance of your privacy and respects your right to control how your Personal Information is collected and used.
We are an Australian Privacy Principles Entity (an “APP Entity”) as defined in the Privacy Act 1988 (Cth) (the “Act”) and have a responsibility to manage your Personal Information.
Compliance with the Australian Privacy Principles etc.
This Privacy Policy (“Privacy Policy”) is aligned with the Australian Privacy Principles as set out in the Act and describes the way that we may collect, hold and disclose personal information.
In this Privacy Policy:
“Personal Information” means any information that may identify you, or by which your identity might be reasonably determined. The information you provide us may include, amongst other things, your name, address, email address, and phone number.
“Sensitive Information” means any Personal Information about your racial or ethnic origin, political opinions, memberships of a political organisation, religious belief or affiliation, philosophical belief, membership of a professional or trade association, membership of a trade union, sexual preference or practices, criminal record or health information.
“Health Information” means any Personal Information concerning your health, illness, disability or injury. It also includes your expressed wishes about the future provision of health services, or a health service provided or to be provided to you.
“Health Records” includes your medical records, clinical history, medications, diagnoses, treatment, tests and results, medical procedures, your genetic information, file notes, consents, referrals and clinical correspondence, medical imaging, immunisation records and any other information provided or collected by us relating to your health.
Collection
The purpose for which we collect Personal Information is to provide you with the best service experience possible on the website and for our internal business purposes that form part of normal business practices. Some provision of Personal Information is optional. However, if you do not provide us with certain types of Personal Information, you may be unable to enjoy the full functionality of our website.
To provide our services to you, we may collect Personal Information such as your contact details, including your name, email address, telephone number, your business or company name and your payment and billing information, which we use to bill you for the services and to process your payments. We may also collect details of conversations we have had with you or any other information relevant to us.
We may collect your Sensitive Information, your Health Records and other important health information where you consent, and such information is reasonably necessary to provide our services to you, or where it is required or authorised by or under an Australian law or a court/tribunal order.
Through our Site and services, we automatically collect, information that is often not personally identifiable, such as the website from which you came to our Site, IP address, browser type and other information relating to the device through which you accessed the Site. We may combine this information with the Personal Information we have collected about you.
Use & Disclosure
Personal Information collected by us will generally only be used and disclosed for the purpose it was collected. This includes maintaining your contact details, providing you with our products and services and processing payments. We may disclose your Personal Information to third parties or contractors who are integral to the provision of our services.
We may, from time to time, use Personal Information for another purpose where it would be reasonably expected by you or if permitted by the Privacy Act, including to effectuate or enforce a transaction, procuring advice from legal and accounting firms, auditors and other consultants. We may also disclose your Personal Information in circumstances where we are compelled by Australian legislation or a court of law to do so.
We do not and we would not sell your Personal Information. We may aggregate the information you and others make available to us (such as aggregated data) and share it with third parties.
We may use, sell, license, and share this aggregated information with third parties for market analysis, research, marketing or other purposes such as to improve our services or to help our partners understand more about the users of our service and health issues. You can object to us using your information for these purposes.
We will not disclose, sell, share or trade your Personal Information to any third parties unless we first receive your consent.
In the event that we sell our business, or engage in a transfer, merger, restructure or change of control or other similar transactions, customer information (containing Personal Information) is generally one of the business assets that forms part of the transaction. Your Personal Information may be subject to such a transfer. In the unlikely event of insolvency, Personal Information may be transferred to a trustee or debtor in possession and then to a subsequent purchaser.
We may provide Health Information to other medical service providers, such as your allied health professionals, general practitioner and specialist medical practitioners. We will only supply this information with your consent, or in circumstances where it is required for the delivery of health services, such as referral to another health service provider, billing and liaising with government offices regarding Medicare entitlements and payments, where it is necessary to prevent or lessen a serious threat to a patient’s life, health or safety, or other reason as permitted by law.
Access & Accuracy
You can access and/or correct information we hold about you at any time by contacting us at reception@pitstophealth.com.au. We encourage you to contact us to keep your Personal Information accurate and up to date.
We will respond to your request for Personal Information within a reasonable time. We reserve the right to charge an administration fee to cover the costs of responding to your request, for example, where Personal Information is held in storage.
If required by law or where the information may relate to existing or anticipated legal proceedings, we may deny your request for access to your information. We will respond to your request, setting out the reasons for our refusal in writing.
Storage & Security
We will take reasonable steps to protect your Personal Information from misuse, loss, unauthorised access and modification or disclosure. We use commercially reasonable physical, technical, and administrative measures to protect Personal Information that we hold, including, where appropriate, password protection, encryption, and SSL to protect our Site.
Despite taking appropriate measures to protect your Personal Information used and collected by us, please be aware that no data security measures can guarantee 100% security all the time. We cannot guarantee the security of any information transmitted to us via the internet and such transmission is at your risk.
If we no longer require the use of your Personal Information, we will take reasonable steps to destroy or permanently de-identify it.
Personal Information may be stored electronically through third-party data centres, which may be located overseas, or in physical storage at our premises or third-party secure storage facilities.
Data Breach Notification Scheme
A data breach happens when personal information is accessed or disclosed without authorisation or is lost. If we have reason to suspect a data breach has occurred, we will undertake an assessment in accordance with the Notifiable Data Breach Scheme. If we determine there has been an eligible data breach, we will notify you and the Office of the Australian Information Commissioner as soon as reasonably practicable.
If the breach relates to the My Health Records Act 2012 (Cth), your Personal Information may be disclosed to the My Health Records System Operator under s 73A of that Act.
Identifiers
An identifier is a unique number assigned to an individual to identify them. Identifiers include Medicare Numbers and Tax File Numbers. We will not adopt, as our own, any of your identifiers or use or disclose an identifier which has been assigned to you by a government agency, unless permitted under the Act.
Anonymous Health Care
You may request to remain anonymous when you seek health services from us. While we endeavour to comply with any request to use our services anonymously or using an alias, there may be circumstances in which it is unlawful or impracticable to do so.
Your health care will always remain our priority, and we are unable to provide services in circumstances where treating you anonymously may compromise your treatment or health outcomes.
We cannot provide Medicare rebates or access to Veterans Affairs entitlements without properly identifying you. If you request to be seen anonymously, you will also not be able to access the Pharmaceutical Benefits Scheme in the event you require any medication.
Under the Public Health Act 2005 (Qld), we have a legal obligation to report certain medical conditions. If, during the course of providing our services, we diagnose a prescribed medical condition, we must make a report, including your identity, to the Health Department.
Career Applications
Employment applications and resumés collected by us are safely and securely stored and only used for the purposes for which they were collected.
Cookies, web beacons and analytics
When you interact with our Site, we strive to make your experience easy and meaningful. We, or our third-party service providers, may use cookies, web beacons (clear GIFs, web bugs) and similar technologies to track site visitor activity and collect site data. We may combine this data with the Personal Information we have collected from Customers. Examples of information that we may collect include technical information such as your computer’s IP address and your browser type, and information about your visit such as the products you viewed or searched for, the country you are in, what you clicked on and what links you visited to get to or from our Site. If we identify you with this information, any use or disclosure of that information will be in accordance with this Privacy Policy.
Third-party websites
At times, our Site may contain links to other third-party websites. Any access to and use of such linked websites is not governed by this Privacy Policy, but, instead, is governed by the privacy policies of those third-party websites. We are not responsible for the information practices of such third-party websites.
Marketing emails
We may send you direct marketing emails and information about products and services that we consider may be of interest to you. These communications will only be sent via email and in accordance with applicable marketing laws, such as the Spam Act 2003 (Cth) as you consented to upon registering for our services. If, at any time, you would like to stop receiving these promotional emails, you may follow the opt-out instructions contained in any such email. Please note that it may take up to 10 business days for us to process opt-out requests. If you opt-out of receiving emails or promotions from us, we still may send you email about your account, your account or any Services you have requested or received from us, or for other customer service purposes. We do not provide your Personal Information to other organisations for the purposes of direct marketing.
If you receive communications from us that you believe have been sent to you other than in accordance with this Privacy Policy, or in breach of any law, please contact us using the details provided below.
Consent to international transfer
We may transfer your Personal Information to organisations in other countries. Recipients may include our related entities or employees, external service providers such as administration providers or information technology providers such as cloud storage and data processing. We only transfer information where we reasonably believe that the recipient is legally or contractually bound to principles that are substantially similar to the Australian Privacy Principles.
Changes to this policy
We may change this Privacy Policy from time to time. Any updated versions of this Privacy Policy will be posted on our Site. You should periodically check and review our current Privacy Policy, which is effective as of the effective date listed below. Your continued use of any of our Site and services constitutes your acceptance and understanding of the Privacy Policy as in effect at the time of your use. If we make any changes to this Privacy Policy that materially affect our practices with regard to the Personal Information we have previously collected from you, we will endeavour to provide you with notice in advance of such change by highlighting the change on the Site, or where practical, by emailing Customers. This Policy is current as of 15 May 2023.
Complaints and Enquiries
If you have any questions or complaints regarding privacy, or if at any time you believe we may have wrongfully disclosed your Personal Information or breached our Privacy Policy, please lodge your complaint in writing to:
Dr Patrik Ho
Director
Pitstop Health Pty Ltd
1808 Logan Road, Upper Mount Gravatt QLD 4122
or via email at admin@pitstophealth.com.au
If you are not satisfied with our response, you are entitled to contact the Office of the Australian Information Commissioner, by phoning 1300 363 992 or writing to the Director of Complaints, Office of the Australian Information Commissioner, GPO Box 5218, Sydney NSW 1042.