Privacy Policy

Last updated 4 August 2026

Neo2Paeds was founded by Dr Ahmed Moustafa to provide specialist neonatal and paediatric care. This policy explains how Neo2Paeds collects, uses, holds and discloses personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles and, where applicable, the Health Records and Information Privacy Act 2002 (NSW).

1. Information we collect

We collect the information reasonably needed to respond to enquiries, consider appointment requests, provide care and administer the practice. This may include the patient’s identifying and contact details; details of a parent, guardian, carer or account holder; Medicare, referral, billing and private health insurance information; and relevant medical history, current concerns, medications, allergies, results and clinical documents.

2. How we collect information

Information is usually collected directly from a patient, parent, guardian or carer through the Patient Information Form, consultations, appointment arrangements, telephone, email and documents provided to us. We may also receive relevant information from a referring practitioner, another treating health professional, a hospital, Medicare, a health insurer or an authorised representative.

If you provide information about another person, please ensure that you are authorised to do so and that the information is accurate.

3. How we use and share information

The Neo2Paeds team uses personal information to review and allocate appointment requests, register and identify patients, provide and coordinate care, communicate with families and treating professionals, and manage referrals, Medicare, billing, insurance and the ordinary administration of the practice.

Where appropriate, information may be shared with healthcare professionals involved in the patient’s care, Services Australia, Medicare, health insurers, professional advisers and service providers that support the practice. We may also use or disclose information with consent, or where authorised or required by law. Neo2Paeds does not sell personal information.

4. How information is held

Clinical records are held in Gentu, an Australian-hosted clinical and practice-management system. The Patient Information Form is provided through the Neo2Paeds Microsoft 365 tenant, with Microsoft Forms customer data stored at rest in Australia.

Acuity Scheduling is used for basic appointment details; clinical information is not requested there. Acuity may process booking information in the United States.

Neo2Paeds takes reasonable steps to protect personal information from misuse, loss and unauthorised access, modification or disclosure. Records are retained in accordance with legal and professional requirements, then securely destroyed or de-identified when they are no longer required and it is lawful to do so.

5. Access and correction

You may ask for access to personal information held by Neo2Paeds or request correction of information that is inaccurate or out of date. We may need to confirm your identity and authority before responding. If access must be limited or refused for a lawful reason, we will explain why.

6. Privacy enquiries and complaints

For a privacy enquiry, access or correction request, or complaint, contact the Neo2Paeds privacy contact.

Email: info@neo2paeds.com.au

Telephone: (02) 8530 0445

Fax: (02) 8530 0423

Post: Neo2Paeds, Suite 1.13, Mater Clinic, 3–9 Gillies Street, North Sydney NSW 2060

We will consider the matter and respond within a reasonable time. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner or the Information and Privacy Commission NSW.

7. Changes to this policy

This policy may be updated when our services, systems or legal obligations change. The current version is published at neo2paeds.com.au/privacy.