Privacy policy

Last updated 11 November 2026

This policy explains how Mo's Home Pathology collects, uses, stores and shares personal information, including health information, through our booking app. We follow the Privacy Act 1988 (Cth) and the Australian Privacy Principles, and, as a health service in New South Wales, the Health Records and Information Privacy Act 2002 (NSW) and its Health Privacy Principles.

1. Who we are

Mo's Home Pathology, provides pathology specimen collections at nursing homes and at people's homes in Sydney, and delivers the specimens to the pathology laboratory. In this policy "we" and "us" means Mo's Home Pathology, including the collectors who work with us.

2. The information we collect

Private clients (home collections)

• Your name, email address, mobile number and address, and the name and date of birth of each person having a test.
• The pathology referral from the doctor (a photo or PDF). It shows the tests requested and may include Medicare details and other health information.
• Anything you tell us in the notes (e.g. fasting, access to the home), the times you book, and the amount you paid on the day and how (card or cash).

Nursing-home residents

• Room numbers, the number of residents to be collected, and the result for each room (collected, refused, or not collected and why).
• If the nursing home uses these features: a resident's initials, the tests requested (typed), and photos of the doctor's request. Nursing homes may also write names in comments, and collectors in their notes.

Nursing-home staff, collectors and other users

• Name, work email, position, contact number and an optional photo.
• Sign-in records: when you sign in, unlock or lock the app, wrong passwords or PINs, and the devices you use. Passwords and PINs are never stored as such, only in a scrambled form that can't be turned back.
• A record of what you do in the app (e.g. bookings made, steps ticked, rooms recorded), with who did it and when.
• Collectors: home base suburb and working hours; timesheets; pay details and bonuses (seen only by Mo); nursing homes' reviews of visits; and, only while you have switched on "Available for urgent jobs" with the app open, your phone's current location (see section 11).

Nursing homes asking to join

The home's name and address, and the contact person's name, position, number and email.

3. How we collect it

We collect information directly from you when you book, sign up, fill in a form or use the app. A nursing home gives us its residents' room numbers, initials, tests and request photos so we can collect their specimens; the nursing home is responsible for telling its residents about this. A private client may give us the details and referral of other people at the same address (e.g. a family member); please tell them about this policy. Collectors record what happened at each visit.

4. Why we collect and use it

• To book, plan and carry out specimen collections, and to get specimens and referral forms to the pathology laboratory.
• To find the nearest available collector and work out any travel fee (from the suburb and postcode of the address).
• To show nursing homes and clients the status of their visits, and who is coming.
• To send emails you need: invites, sign-in links, password resets, booking confirmations and email-address checks.
• To run our business: rosters, timesheets, paying collectors, checking payments taken, and keeping records the law requires.
• To keep the app secure, prevent misuse and investigate problems, using the sign-in and activity records.

We don't use your information for advertising, we don't sell it, and we don't send marketing messages. If you don't give us the information a collection needs (e.g. the referral or the address), we can't carry out the collection.

5. Who can see it

• Nursing homes see only their own bookings, rooms and orders. Other homes' visits appear only as "booked" time, with no names or details.
• Private clients see only their own collections.
• Collectors see the visits and homes assigned to them, including the details needed to do the collection (address, door code, residents' rooms and initials, a private client's name, date of birth, mobile and referral). Before accepting a job offered to several collectors, they see only the suburb, time and number of people.
• Mo and lead collectors Mo chooses can see everything needed to run the service. Pay information is seen only by Mo.

6. Who we share it with

• The pathology laboratory (Wise Pathology) receives the specimens with their labels and referral forms, as for any pathology test. The laboratory handles them under its own privacy policy. The app doesn't send your information to the laboratory.
• Amazon Web Services stores the app and its data, and sends its emails, from its Sydney data centres. Amazon acts on our instructions and doesn't use the information for its own purposes.
• Zeller, an Australian payment provider: when you pay a collector by card, the card payment is handled by Zeller. The app records only the amount and that it was paid by card.
• Your doctor or others only if you ask us to, or if the law requires or allows it (e.g. to prevent a serious threat to someone's life or health, or when a court orders it).

7. Where it is kept: Australia only

All information in the app, including backups and system logs, is stored in Australia (Amazon Web Services, Sydney). We don't store or send your personal information overseas. Two things to know:

• Phone alerts for collectors go through Apple's, Google's, Microsoft's or Mozilla's alert services, which may be overseas. The alert only ever says "New job available", with no names, addresses or health details; the details load from our Australian servers when the collector opens the app.
• Maps: collectors can tap an address to open it in Apple Maps or Google Maps. Only then is the address passed to that maps service. The app itself doesn't send addresses to any maps service; it works out distances from a built-in list of suburbs.

8. How we protect it

• Information is encrypted when it travels over the internet and when it is stored.
• Each person has their own sign-in. After signing in once, the app unlocks with a 6-digit PIN on that device only, locks itself after 15 minutes without use, and signs a device out after 5 wrong PINs.
• Each person sees only what their role needs (section 5). Referrals and photos are shown only to signed-in people allowed to see them.
• Every change is recorded with who made it, and those records can't be changed or deleted.
• Nothing from the app is kept on your phone: each screen comes fresh from our servers.

9. How long we keep it

Health records must be kept for a set time. We keep bookings, referrals, notes and the records of each visit for at least 7 years after the last collection, and for anyone collected as a child, at least until they turn 25. Cancelled bookings and removed accounts are kept and marked, not deleted, for the same reason. After that time the information is securely deleted or de-identified.

Collectors' locations are the exception: only the latest position is kept while they are available, and it is cleared when they switch off, end their shift or sign out. No history of where anyone has been is kept.

10. Seeing and correcting your information

You can ask to see the personal information we hold about you, and ask us to correct it if it is wrong, out of date or incomplete. Contact us (section 14). We may need to confirm who you are. We will reply within 30 days, and there is no charge. Much of your information, such as your name, contact number and bookings, you can see and change yourself in the app (My profile, My bookings, My collections). If we can't give access or make a correction, we will explain why in writing and how to complain. Because health records must be kept, a correction is added to the record rather than replacing what was there.

11. Cookies and your phone

• We use only the cookies the app needs to work: one that keeps you signed in, and one that remembers this device so you can unlock it with your PIN. There are no advertising or tracking cookies, and no outside analytics.
• Your light or dark mode choice is remembered on your device only.
• The installable app keeps only a "no internet connection" page on your phone, never bookings, photos or referrals.
• Location (collectors only): shared only after you agree and switch on "Available for urgent jobs", only while the app is open, and seen by Mo and lead collectors as the nearest suburb. A client sees only the expected arrival time of the collector coming to them.
• Phone alerts are sent only if you turn them on, and you can turn them off at any time.

12. Using the app without giving your name

You can ask us general questions without giving your name. To carry out a collection we need to know who the test is for and where to come, so bookings can't be made anonymously. Nursing homes can use room numbers and initials instead of residents' full names.

13. If something goes wrong

If personal information is lost or seen by someone who shouldn't see it, we act straight away to contain it. If it is likely to cause serious harm, we tell the people affected and the Office of the Australian Information Commissioner, as the Notifiable Data Breaches scheme requires.

14. Questions and complaints

For privacy questions, to see or correct your information, or to make a complaint, contact our Privacy Officer:

We will acknowledge a complaint within 7 days and aim to resolve it within 30 days. If you're not satisfied with our answer, you can complain to:

• the Office of the Australian Information Commissioner: www.oaic.gov.au, 1300 363 992; or
• for health information in NSW, the NSW Information and Privacy Commission: www.ipc.nsw.gov.au, 1800 472 679.

15. Changes to this policy

We will update this policy when the way we handle information changes. The date at the top shows when it last changed. The latest version is always at this page.

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