Privacy Policy
Horizon Paediatrics is committed to protecting the privacy of patient information we collect and to handling your personal information in a responsible manner in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles, cyber security legislation and relevant state and territory privacy legislation (referred to as privacy legislation).
This Privacy Policy explains how we collect, use and disclose your personal information, how you may access that information and how you may seek the correction of any information. It also explains how you may make a complaint if you are concerned there has been a breach of privacy legislation.
From time to time we may make changes to our policy, processes and systems relating to how we handle your personal information. We will update this Privacy Policy to reflect any changes. Those changes will be available on our website and in the practice.
This Privacy Policy also addresses the responsible use of Artificial Intelligence (AI) technologies within our practice.
When and Why Is Consent Required
When you first attend Horizon Paediatrics, we will ask you to provide information (for example, contact details) and also ask you to confirm your consent to the collection of your information. This means that you are providing consent for the practitioners and staff to gather, access and use your personal health information to facilitate the delivery of healthcare to you. Your personal information will only be accessed by practitioners and staff who need to do so for the purpose of providing healthcare to you.
If we ever use your personal information for purposes other than outlined in this document, we will obtain additional consent from you.
Collection of Personal and Health Information
We collect personal and sensitive health information that is necessary for the provision of healthcare. This may include, but is not limited to:
- personal identifiers such as name, date of birth, address, and contact details
- medical history, clinical notes, diagnostic test results, and treatment plans
- medicare and private health insurance details
- information generated or processed through AI-enabled tools used in clinical or administrative contexts.
We primarily collect information directly from patients. In certain circumstances, and with appropriate authority, we may also obtain information from third parties such as other treating practitioners, hospitals, or diagnostic service providers and the My Health Record. In limited situations, we may also collect information from other people, such as the patient’s parents or guardians.
CCTV footage: Collected from our premises for security and safety purposes.
Clinical images: From time to time, we may also take photographs or images with your consent obtained at the time, including on a personal device.
Website use: When you visit our website, we collect information through external third-party services. This information is used for tracking patient enquiries.
This is personal information, as you will be identified or reasonably identifiable, and this information will be treated as personal information under the Privacy Act 1988 (Cth).]
Use and Disclosure of Personal Information
We may use or disclose your personal and health information for the following purposes:
to provide medical treatment and care, including to communicate with other healthcare providers involved in your care, defending a claim, IT contractors, and for administrative functions including billing and compliance with legal obligations.
We will communicate with or about you using the following methods – SMS/text messaging, email, secure messaging, encrypted messages and/or fax. This may include your personal and health information.
We do not disclose personal information to overseas recipients unless it is necessary for the provision of care and appropriate safeguards are in place, in accordance with Australian Privacy Principle 8.
Use for Research/Education, Quality Improvement and Marketing
We are committed to continuously improving the quality of our services and supporting clinical education. We may use your information in the following ways:
Quality Improvement and Staff Education
We may use patient information for internal audits, staff training, clinical review, and accreditation activities, de-identified where practicable. These processes help ensure we maintain high standards of care and safety.
Research
From time to time, we may participate in health research projects. If identifiable information is required, we will seek your express consent before sharing your data. You may be contacted by a member of our team to discuss a research opportunity, but you will never be contacted directly by researchers unless you have provided consent.
We will only provide identifiable information for research if the project has appropriate ethics approval and meets legal and privacy requirements.
De-identified Data Sharing
We may contribute de-identified health data to health improvement initiatives or registries. This data cannot identify you and is stored securely. If you do not want your data included in these de-identified datasets, please inform our reception staff.
Marketing
We will not use your personal information to market goods or services directly to you without your express consent. If you do provide consent, you may opt out of receiving marketing communications at any time by notifying us in writing or using the unsubscribe function.
Use of Artificial Intelligence (AI)
Horizon Paediatrics may use AI technologies to enhance clinical decision-making, streamline administrative processes, and improve patient engagement. Examples of AI applications include:
- automated transcription of clinical consultations
- AI-assisted appointment scheduling tools
Governance of AI Use:
- We use AI tools in a manner consistent with the Australian Privacy Principles (APPs) and relevant ethical standards.
- Personal information is not used to train AI models unless express consent has been obtained.
- All outputs generated by AI systems are subject to human review and clinical oversight.
- No automated decision-making tool is used in this practice.
Anonymity and Pseudonymity
The APPs provide for individuals to be dealt with anonymously or under a pseudonym, except where impracticable or where the law requires individuals to be identifiable. Please raise this with us if you wish to remain anonymous or use a pseudonym when interacting with our practice and we will consider your request. However, given the nature and requirements of providing healthcare, if impractical or required by law we will require you to be identifiable.
Data Security and Retention
We will take reasonable steps to ensure your personal information is accurate, complete, up to date and relevant.
We implement robust technical and administrative measures to protect personal information from misuse, interference, loss and unauthorised access, modification, or disclosure. These measures include:
- secure electronic medical record systems with role-based access controls
- regular staff training on privacy and data protection
- having a robust cybersecurity framework
Information is retained in accordance with applicable legal and professional obligations. Information no longer required for the purposes it was collected and the minimum period for retention has passed, will no longer be our responsibility as specified under privacy legislation.
Website Disclaimer
The content on this website is provided for general information only and does not constitute medical advice. We make reasonable efforts to ensure information is accurate and up to date, but we cannot guarantee this at all times.
The information on our website is for general purposes only and does not constitute medical advice. Our website may contain links to third-party sites whose privacy practices are independent of ours.
Access to and Correction of Information
You have the right to access your personal information. To request access or corrections, please contact our Practice Manager in writing.
We will respond within 10 business days. A small fee may apply to cover administrative costs, but you will not be charged for making the request.
We will respond to such requests in accordance with applicable privacy principles and legislation.
Privacy Enquiries and Complaints
If you have any questions or concerns about how your personal information is handled or want to request access to or correction of your information, please contact:
Name: Jeshni
Role: Practice Manager
Practice name: Horizon Paediatrics
Postal address: 296 Springvale Road, Glen Waverley VIC 3150
Email: jeshni@horizonpaediatrics.com.au
If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC):
Website: www.oaic.gov.au
Phone: 1300 363 992
Separated Parents Policy
We understand that separated families can face additional complexity when navigating their child's healthcare. This policy explains how Horizon Paediatrics manages the rights and responsibilities of separated parents and guardians, and what you can expect from us when caring for your child.
This policy is based on the Family Law Act 1975 (Cth), the Health Records Act 2001 (Vic), and the Privacy Act 1988 (Cth).
Parental Responsibility
Under the Family Law Act 1975 (Cth), both parents generally retain equal shared parental responsibility for their child following separation, unless a court order states otherwise. This means that both parents ordinarily have the right to:
- Consent to or refuse medical treatment for their child
- Access their child's medical records
- Receive clinical information about their child's health and treatment
- Communicate directly with our clinical team about their child's care
Either parent with parental responsibility may independently consent to routine medical treatment — it is not generally necessary for both parents to be present or to agree before treatment can proceed.
Parental responsibility is a legal concept under the Family Law Act and is separate from day-to-day care arrangements such as who the child lives with or spends time with. A parent may have limited day-to-day care but still retain full parental responsibility.
Parenting Orders
A parenting order is a court order that may alter or restrict a parent's rights in relation to their child, including the right to consent to treatment or access to medical records. If a parenting order exists that affects these rights, it will override the general presumption of equal shared parental responsibility.
If you have a current court order that is relevant to your child's medical care, we ask that you:
- Advise reception at or before the first appointment
- Provide a copy of the relevant order to be placed on your child's file
We will note the existence of the order in your child's clinical record and flag it for all treating staff. We will act in accordance with the order to the extent it is relevant to the care we provide.
Please note that it is your responsibility to inform us of any current parenting orders.
Horizon Paediatrics cannot be held responsible for acting in good faith on the basis of information available to us if we have not been made aware of an order that affects parental rights.
Consent to Treatment
Routine treatment
For routine consultations and treatment, consent from one parent with parental responsibility is sufficient. We do not require the consent of both parents before proceeding with standard medical care.
Significant or contested treatment
Where a proposed treatment is significant, irreversible, or where we are aware that parents are in dispute about the treatment, we will take additional care. In these circumstances, we may:
- Seek to obtain consent from both parents where possible
- Defer non-urgent treatment until the matter is resolved between the parents or by a court
- Seek advice from our medical indemnity insurer
Access to Medical Records
Both parents with parental responsibility have equal rights to access their child's medical records, unless a parenting order specifically restricts this.
Requests for access to your child's medical records must be made in writing to reception.
We will respond within 30 days of receiving the request.
We will provide the same clinical information to both parents on request. We do not act as an intermediary between parents — each parent must make their own request for records if they wish to obtain them.
If a parenting order restricts one parent's access to their child's medical records, we will require a copy of that order before withholding information from that parent. We cannot act on a verbal claim that access has been restricted.
Communication Between Parents
It is the responsibility of both parents to communicate with each other about their child's medical treatment, appointments, diagnoses, and clinical information. Horizon Paediatrics is not responsible for:
- Relaying clinical information, letters, or results from one parent to the other
- Notifying both parents of appointments, recalls, or changes to treatment
- Mediating disputes between parents about their child's care
Our clinical software allows for only one designated primary contact per child, as determined by the information provided to us.
All appointment reminders, e-scripts and general communication will be directed to this primary contact. It is the responsibility of the primary contact to share any relevant information with the other parent or guardian.
If both parents wish to receive correspondence from our clinic — such as appointment letters, clinical reports, or results — each parent should provide their own contact details and make this request directly with reception.
We will make reasonable efforts to accommodate this where it does not create an undue administrative burden.
Appointment Attendance
Either parent with parental responsibility may bring their child to an appointment. You do not need the other parent's permission to attend a consultation with your child.
Our clinical team will always prioritise the wellbeing of the child in the consultation environment.
We reserve the right to reschedule or restructure appointments if conflict between parents is affecting the clinical environment or the wellbeing of the child.
Parental Disputes
Horizon Paediatrics is a medical clinic, not a mediator or legal authority.
We are not in a position to resolve disputes between parents about their child's care, and we will not take sides in parental conflict.
If parents are in dispute about a significant medical decision, we encourage you to:
- Seek independent legal advice
- Contact a family dispute resolution service
- Apply to the Family Court of Australia for a specific issues order if the matter cannot be resolved
In the meantime, we will continue to provide care that is in the best interests of the child, consistent with the information and authority available to us.
Adolescent Patients and Confidentiality
Young people who demonstrate sufficient maturity and understanding — known as Gillick competence — have the right to make decisions about their own healthcare and health information independently of their parents. This applies regardless of whether their parents are separated or together.
Where an adolescent patient has Gillick competence, certain information they disclose — including sensitive personal information such as gender identity, mental health, or sexual health — may be recorded confidentially and not shared with either parent without the young person's consent, unless there is an overriding safety concern.
In separated family situations, this means that neither parent may have automatic access to all information in their adolescent child's clinical record. Our treating clinicians will assess each situation individually and act in the best interests of the young person.
Keeping Us Informed
Family circumstances can change. We ask that you notify us promptly if any of the following change:
- Contact details for either parent or guardian
- Living arrangements that affect who brings the child to appointments
- The existence of new or varied parenting orders
- Changes to who holds parental responsibility
Keeping your information up to date helps us provide safe and appropriate care for your child and ensures we are acting in accordance with current legal arrangements.
In circumstances where ongoing disputes, non-compliance with this policy, or communication challenges become disruptive to our staff, clinicians, or clinic operations, we reserve the right to discharge the family from our care.
Fee Policy
Our practice is a private billing clinic. We aim to provide the best possible care for children and their families. Our fees are set to reflect the time commitment and quality of care we provide.
Affordability is an important goal for us in setting fees. Unfortunately, fees are likely to increase over time with changes in Medicare rebates and increases in practice running costs.
Medicare rebates help families afford these fees by reducing out of pocket costs. These rebates are available with a valid referral for most consultations, including paediatrician appointments, paediatric neurologist appointments and some psychologist appointments. NDIS also supports families financially, however, we only claim it for play therapy appointments.
Payment of Fees
Full payment is due on the day of your consultation. Once payment is made, if your appointment is eligible, our team will submit a Medicare or NDIS claim on your behalf — rebates are typically received within 24 hours after being processed. There will normally be a gap or out of pocket amount
Our advice about fees and out of pocket cost is given on the assumption that a valid referral will be on file for your appointment.
Staff will advise the gap and fees when booking initial appointments (for patients who are new to the practice or have not been seen for a long time in the practice). Prior to the initial scheduled appointment, we will ask you to sign a fee agreement.
The fee billed on the day of the consultation will reflect the item number chosen by the doctor. This will adhere to Medicare rules and reflect the nature of the consultation, the type of problem or problems and the complexity involved.
NDIS Patients
We only accept NDIS payments for our play therapy clients.
Payment for NDIS patients seeing other practitioners are not accepted by our practice, however, we can provide an invoice to submit a claim yourself, given that the full payment is made on the day of your consultation.
We can only provide invoices and accept payment after the session for families who are NDIS plan-managed.
Please note, self-managed NDIS clients may be out of pocket for a couple of days while they submit their claim in the portal, so please be aware of our payment terms prior to booking an appointment.
Overdue Accounts
Where an account remains unpaid, the practice may — at the treating practitioner’s discretion — refer the matter to a debt collection agency. By registering with our practice and signing the consent forms, parents and guardians acknowledge and accept responsibility for any reasonable costs associated with the recovery of an overdue account. Only the minimum information necessary will be provided to any third party engaged for this purpose.
Families are encouraged to raise any concerns or questions about fees and payment prior to the day of the appointment.
For any further information regarding the cost of appointments, please Contact Us.
Policy Review
This document was updated on 10/08/2026.
We review these policies at least annually, or when there are changes to operations, legislation, or relevant technology.
Significant changes may be communicated to patients via hard copies, in the practice, or on our website.