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Fees, Terms and Conditions

1. Practice Billing Policy

Harbour Neurology is a private billing practice and does not bulk bill. Individual doctors and specialists set their fee structures. Consultation fees vary depending on the duration, complexity, and specific procedures performed during your appointment. The exact Medicare rebate you receive is determined by the specific Medicare Benefits Schedule (MBS) item number shown on your invoice, which your doctor will determine at the conclusion of your consultation.

 

2. Pre-Appointment Payment Requirement

To secure your booking, credit card details must be provided prior to your appointment via the Patient Portal or over the phone with reception. By providing your credit card details, you authorise Harbour Neurology to securely store your payment information with our PCI-DSS-compliant payment gateway and automatically debit your card for applicable consultation fees immediately following your appointment. Appointments may be rescheduled if payment details are not completed prior to your visit.

 

3. Cancellation & Rescheduling Policy

Late cancellations deprive other patients of timely access to specialist medical care. Please provide at least 48 hours’ notice if you need to cancel or reschedule your appointment. Cancellations or reschedules made within 48 hours of your appointment time will incur a cancellation fee of $150, which may be debited directly from your stored credit card (unless we are able to fill your appointment slot).

 

4. Third-Party & Insurer Billing

Provided we have received prior written approval from your insurer or lawyer, we will invoice them directly at the conclusion of your appointment. If this approval is not received in advance, you are responsible for settling your account in full at the time of service as a private patient and then seeking reimbursement from your insurer or lawyer.

 

5. Patient Portal & Digital Services

Harbour Neurology utilises Clinic to Cloud practice management software. Clinic to Cloud incorporates a secure Patient Portal allowing patients to update personal details, view appointment schedules, upload credit card information or clinical documents, and access letters, reports, test results, and invoices. Use of the Patient Portal is strongly encouraged. Manual requests to transmit records to third parties (such as insurers or legal representatives) may incur an administrative processing fee.

 

Practice Privacy Policy

Collection of Health & Personal Information

Harbour Neurology collects personal details (such as your name, date of birth, contact details, and address), billing information, and sensitive health data (including medical history, specialist referrals, diagnostic imaging reports, pathology results, and clinical notes). Information is collected directly from you via intake forms, phone calls, the Patient Portal, or during consultations, as well as from third parties such as your referring GP, other treating health professionals, and diagnostic providers.

 

Use & Disclosure of Clinical Information

We collect, handle, and store your health information in strict accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). By attending an appointment at Harbour Neurology, you consent to our doctors and clinical team collecting, recording, and disclosing your health information to:

 

1. Provide safe, high-quality specialist neurological assessment, diagnosis, and treatment.

    

2. Communicate with your referring medical practitioner (GP), other treating healthcare professionals, hospitals, and My Health Record to coordinate ongoing clinical care.

    

3. Process account payments, issue tax invoices, and automatically lodge Medicare rebate claims on your behalf.

    

4. Communicate with your nominated family members or carers regarding your management, unless you explicitly instruct us otherwise in writing.

    

We will not disclose your personal or health information to commercial entities or third parties for marketing purposes under any circumstances, nor disclose your records without your explicit consent unless required or authorised by law.

 

Data Security & Credit Card Vaulting

Your personal data and electronic health records are encrypted and held within enterprise-grade, PCI-compliant practice management systems. Credit card details are captured and vaulted directly through our PCI-DSS-compliant payment gateway. Harbour Neurology staff cannot view or store your full 16-digit credit card number. Tokenised payment details are used strictly to process agreed consultation fees or authorised cancellation charges. To review our software hosting provider’s infrastructure security, please visit clinictocloud.com/privacy-policy.

 

Accessing & Correcting Your Records

You have the right to request access to your personal and health information held by Harbour Neurology, or to request corrections if you believe the information is inaccurate or out of date. Patients can view invoices, doctor letters, and test results directly via the Patient Portal. Formal requests for access to complete clinical files should be made in writing to reception@harbourneurology.com.au.

 

Feedback & Complaints Process

Our Commitment

Harbour Neurology is committed to providing respectful, high-quality specialist care and maintaining clear communication. We welcome all feedback, suggestions, and concerns as valuable opportunities to evaluate and improve our practice operations and patient services.

 

How to Lodge Feedback or a Complaint

If you have concerns regarding your clinical care, billing, staff interactions, or privacy, we encourage you to raise the matter with us directly. You can lodge feedback or a formal complaint by:

 

• Phone: Call our Practice Manager on (02) 9900 5500

   

• Email: Writing to reception@harbourneurology.com.au with the subject line “Formal Feedback / Complaint”

   

• Mail: Address correspondence to:

  Attn: Practice Manager, Harbour Neurology

  Suite 602, Level 6, 53 Walker Street, North Sydney NSW 2060

   

Complaint Handling & Resolution Workflow

All complaints are treated with strict confidentiality, discretion, and impartiality.

 

1. Acknowledgement: We will acknowledge receipt of your complaint in writing within two (2) business days.

    

2. Investigation: Our Practice Manager (and, where relevant, the treating medical practitioner) will review the circumstances, examine relevant records, and discuss the matter with involved personnel.

    

3. Response: We aim to provide a full formal response or resolution within fourteen (14) business days. If a matter is complex and requires further time to investigate, we will contact you to provide an updated timeframe.

    

4. Protection of Care: Lodging a complaint or providing negative feedback will never compromise the quality of care, professional respect, or access to services you receive at Harbour Neurology.

    

External Resolution Options

If you feel that our practice team has not adequately addressed your complaint or concern, you have the right to refer the matter to an independent external authority:

 

• Health Care Complaints Commission (HCCC) (For concerns regarding health services, medical treatment, or practitioner conduct in NSW)

  • Phone: 1800 043 159 

  • Website: hccc.nsw.gov.au

  • Address: Locked Bag 18, Strawberry Hills NSW 2012

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• Office of the Australian Information Commissioner (OAIC) (For unresolved privacy concerns or personal data handling issues)

  • Phone: 1300 363 992

  • Website: oaic.gov.au

  • Address: GPO Box 5288, Sydney NSW 2001