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FAQs 

 

Having Technical Difficulties?

If something’s gone wrong somewhere in The Process we apologise! Let’s see if we can figure it out together through the FAQs below. If you don’t find the answer you’re looking for here please contact us and we’ll do our best to sort it out ASAP! Technology right?!

Q: Why is my pathology referral printing on multiple sheets of paper?

A: There's a simple fix for this one, you need to go into your printer settings and change it from A4 Letter to just A4 then your pathology referral will print nice and neatly on one page and you'll be all set once you sign the Medicare assignment sections. 

 

Q: I didn’t receive my Pathology Referral?

A: We always aim to move our patients through The Process as quick as possible, but we can't provide your Pathology Referral instantly as a doctor needs to review it and generate your personalised Referral. However, if you haven't received an SMS telling you to download the MediRecords App to access the Pathology Form you recently requested and it's been more than 48 hours then please contact us immediately as something has probably gone wrong, but we'll get you sorted out! 

 

Q: I got a notification saying my results were available, but I can’t find them?

A: Let's make sure you're looking in the right place. Once you're in the MediRecords App you need to go to the Correspondence section (second row one in from the right on the main menu)Here you should see a letter from our head doctor, Doctor Mitchell Tanner, you just need to tap on it to open it. If the letter is not there and it has been 3-5 business days please contact us as something might have gone wrong, although it's important to note that different Pathology Companies work in different ways and if it is the first time we are dealing with yours, they will have to physically mail us the results, which can make the process a little longer, but just get in touch and we'll sort you out one way or another. 

 

Q: My login isn’t working, what should I do?

A: First of all, please make sure you are entering your email in all lower case because if you aren't it won't correspond with the email we've set you up with and your login won't work. If that's not the issue then tap the Forgotten Password link on the login page of the MediRecords App and then put your email in and you will receive a new Token via SMS to the mobile number you gave us. Once you put in the token you'll be able to reset your password and login. If this doesn't work for you please contact us. 

 

Q: I've forgotten my pin/password and can't remember what email address I used, what should I do? 

A: That's ok it happens to the best of us. You'll need to contact us so we can tell you which email address to use to reset your password.  

 

Q: My mobile number has changed since I ordered the Pathology Referral, what should I do?

A:  If either your email address or mobile number has changed since you ordered your Pathology Referral then you will need to contact us so we can update your details and re-issue the app invite. 

 

Q: I purchased a Pathology Referral but I can't download the App because my mobile isn't compatible, what should I do? 

A: Please contact us and we'll organise to get your Pathology Referral to you another way. 

 

Q: I can't find my Pathology Referral...

A: Ok so you've received an SMS telling you to download the MediRecrods App to gain access to your Pathology Referral? If not then it probably means our doctors haven't had a chance to review your request yet, but rest assured it won't be too long. If you have the SMS but can't find it then let's make sure you're looking in the right place: 

  • Select Results in the main menu (second row down, one in from the left)
  • Tap Requests at the top in the right corner
  • Here you will find a Pathology Referral from Dr. Mitchell Tanner (our head doctor), simply tap on it to open it
  • Tap the PDF file symbol or select Open in the top right-hand corner and your Pathology Referral will open right up
  • Click the familiar share/upload symbol in the top right corner and select to print off your form when you’re ready.

Done all that and still no luck? Please contact us. 

 

Q: I can't get into the results/correspondence section in the App?

A: That's unusual, but sometimes problems occur with different operating systems so please make sure you're running the most recent system and if not please do the update and if the issue persists please contact us. 

 

Q: I can't get my Pathology Referral to open? 

A: If you're double tapping the PDF icon on the screen try pressing the Open button in the top right-hand corner of the screen and vice versa. If you still can't get it to open try logging out and logging back into the MediRecords App and repeating the original steps. If it's STILL not working please contact us. 

 

Q: I tried to download the App using the Token in the SMS I was sent but it says it's invalid/expired?

A: The token we sent you in the SMS will only be valid for 7 days if it has been more than 7 days since we sent it then you'll need to contact us so we can sort out a new one for you. If it's within 7 days then you should probably contact us as there might be a deeper technical issue.  

 

Q: I can't get my Pathology Referral to print? 

A: Please try printing something else using your printer from your phone and if that works fine then the issue might be with us so please contact us or if you're in a real hurry email the form to yourself and try printing from your computer or another computer and printer. 

 

Q: I can't get the results in the Correspondence section to open? 

A: We're sorry, that's annoying and certainly shouldn't be happening...please try logging out of the app., closing it and logging back in. It's also a good idea to check you're running the most recent operating system and if not try again once you've updated. If you still can't get them to open please contact us and we'll do our best to help you out ASAP.

 

Q:  The form on your website is not working for me?

A: That's a pain sorry about that. Please try another browser on your computer or try updating your current browser. If the issue persists please contact us.  

 

Q: I have been asked to book a phone appointment but I'm having trouble setting one up in the MediRecords App?

A: That's ok, please just contact us and we'll sort something out with you. 

 

If you can't find your answer here you can also try checking the MediRecords FAQs

 

Got A Question About Our Services Or The Process?

 

Q: What is Stigma Health?

A: We are an online healthcare service that aims to make your life more convenient by eliminating the barriers like embarrassment and inconvenience, which often prevent people from undergoing simple medical tests. We started with STIs because they are a serious problem in Australia and are for the most part easily tested for and treated, but we will be expanding our service offering soon so stay tuned! 

 

Q: Can I get an STI Test through Stigma Health?

A: You can currently undergo a convenient and private STI test through us if you are in Australia and are over 16 years of age. Fit the criteria? Let’s get started.

If you are under 16 then we, unfortunately, cannot provide you with a Pathology Referral to get an STI test. We urge you to visit a doctor to arrange a test ASAP. Alternately you can visit an STI clinic or hospital clinic to get an STI test. If you want to talk to someone prior to doing so you will find the details for several Sexual Health info lines operating across Australia in our Resources section.

 

Q: Why should I get tested with Stigma Health instead of going to my GP?

A: Convenience, pure and simple. If you want to skip the trip to the GP, then the Pathology Centre then the one back to your GP for the results then we’re your solution!

If you get tested with us we deliver your Pathology Referral online and you only have to make the one trip to the Pathology Centre and that’s it, your results are delivered to you safely, securely and privately online as well.

Not to mention we’re saving you the awkward conversation!

 

Q: Is Stigma Health legal?

A: Absolutely. The process may seem new and different to how you usually go about medical tests, but we are in full compliance with Australian law and Medical Board of Australia Guidelines for Technology-based Patient Consultations.

 

Q: How do you protect my privacy and personal information?

A: We use approved Patient Medical Record (PMR) software, just like your normal GP. All the info sent to and from us uses HL-7 software and protocols, the standard requirement for all medical practises and transmission of data. 

 

Q: What questions will I be asked in order to get a Pathology Referral to get an STI test?

A: The questionnaire you will need to answer when ordering your test follows the same guidelines your GP does in order to issue you with a Pathology Referral to get an STI Test. It’s just six very basic questions that help us determine what tests you need and rest assured just by actively pursuing an STI test it will mean you’re tested for the most important ones. 

And guess what? Your computer screen will not stare back at you with a judgmental gaze, there will be no need to cringe as you unravel the details of your private life and there will be no need to go back to the GP and wait anxiously for them to deliver the verdict! With us, it’s embarrassment free.

 

Q: I’m concerned about symptoms I’m experiencing, will I get to speak to a doctor about this before getting tested?

A: A major part of the reason we are here is to eliminate the need to speak to a doctor one on one, so no, you will not get a chance to speak to a doctor if you undergo an STI test with us, but rest assured we will test you for the STIs you may be most at risk of having. The six basic questions we ask have been designed specifically to ensure you are. 

 

Q: Who reviews my test results?

A: A Stigma Health Doctor reviews your test results; all Stigma Health Doctors are Australian registered medical practitioners. Our head doctor is Dr Mitchell Tanner and you can find out all about him here.

 

Q: Why do I need to provide a contact number?

A: There may be extenuating circumstances when we need to speak to you about your results, but rest assured we will not contact you out of the blue. If we need to speak to you, rather than seeing your test results displayed in the app you will be asked to ‘Book A Phone Appointment’ so one of our doctors can call you when it is convenient for you. Don’t panic if you are presented with this option there are multiple reasons we may need to speak to you.

 

Q: What information do you have to give the Government if someone tests positive for an STI?

A: Firstly it’s important to note that everyone, even your regular GP, is required by law to do this and the information we provide will not be used to identify individuals to the public. Exactly what information has to be provided can vary from State to State, however, in most cases, any positive result will only result in the age and postcode of the patient being reported to the Government. This is purely so that Health Departments can understand the spread of STIs better and develop targeted interventions. 

The one exception across the board is HIV, due to the seriousness of it any person who tests positive will be identified to the government, but again this is the case regardless of whether you are tested with us, your GP or through a speciality testing centre. 

 

Q: If I test positive for an STI can Stigma Health help me treat me?

A: If you test positive for Chlamydia, the most common STI in Australia, then yes we can help you get the treatment you need by providing the prescription for the antibiotics without the need for you to pay for an additional consultation. Upon receiving a positive result for Chlamydia your script will be automatically posted to you at the address you provide us when you order your Pathology Referral. You can then take this to your nearest pharmacy and have the script filled.

Other than Chlamydia we cannot currently help provide treatment or prescriptions for any other STI, but we are working to build a network of doctors to refer our patients to around Australia so you can easily access the treatment you need from a trusted a physician.

If you want to know more about how different STIs are treated you can find this information in our What We Test For section.

 

Q: I’m not an Australian resident, but am currently living/staying in Australia can I still use Stigma Health's services?

A: The short answer is yes you definitely can, but things can get a little bit complicated with the Pathology Testing side of it, depending on where you are from. Different countries have different reciprocal relationships with the Australian Government when it comes to covering medical expenses of citizens whilst in each other's countries so you may or may not get charged for the Pathology Tests involved in your STI test. If you’re unsure what arrangement your country has with Australia and are concerned about incurring extra fees for Pathology it’s best to contact Medicare or your Embassy here in Australia.  

 

Q: How quickly will I receive my Pathology Referral for an STI test?

A: Regardless of when you order your test it should take no more than 48-hours for you to receive your Pathology Referral. 

 

Q: How quickly can I expect to receive my test results?

A: That really depends on you! The sooner you can get yourself to a Pathology Centre to get the tests done, the sooner we can get the results to you, but once you have been tested you can expect to wait about 3-5 business days for the results. How long it takes depends on many factors including what we’re testing you for, where you live and how far the collection centre is from the central testing point. 

 

Let’s talk about sex: If you suspect you may have contracted an STI it’s extremely important that you do not engage in any sexual activity, regardless of your relationship status, until you know that you’re safe and not at risk of infecting anyone else. 

 

Q: How long will my appointment at the Pathology Centre take?

A: That one is out of our control, unfortunately, because it depends on which Pathology Centre you visit and when. Wait times can vary, but the actual testing process is very quick. To minimise your wait time we recommend calling ahead and checking their procedures and asking when might be a good time to visit.

 

Q: Do I need to do anything before visiting the Pathology Centre? 

A: No there is no preparation required for the test. Probably a good idea not to go to the bathroom two minutes before you go in though because in most cases they will need a urine sample, but other than storing some water, not a thing. Just remember to make sure you have your Pathology Referral handy and that you’ve signed and dated the Medicare Assignment. If you don't know what the Medicare Assignment is head to The Process, Step Three, which has a helpful picture! 

 

Q: Will I need to get a physical exam as part of the Pathology Test?

A: Nope you can keep your clothes on for this one (except for when you will most likely have to go to the bathroom and provide a urine sample); there is no reason why you would be asked to undergo a physical exam as part of any of our tests. We’re about eliminating the embarrassment after all.

 

Q: My Pathology Centre wouldn’t accept your referral, what should I do?

A: We’re very sorry to hear that has happened and it shouldn’t have. Please contact us immediately so we can try to figure out what went wrong and resolve the situation for you.  

 

Q: Who Are MediRecords?

A: MediRecords is a complete clinical and practice management solution for health professionals. In addition to their clinical and practice solution, MediRecords offer a secure mobile application for patients. Synchronised with their health providers, patients can use the MediRecords App to view and update their health information, view their results in real time and for secure communication with their doctors and other health professionals. Not to mention the ability to book appointments online, receive and store prescriptions, referrals, pathology requests and more. All information is stored in secure, world-class servers with data encrypted. 

Download the app. for IOS

Download the app. for Android 

 

Got a question about $$$

 

Q: What forms of payment does Stigma Health accept?

A: Like most services over the internet, we accept only credit card payment.

 

Q: How do I know my credit card details are safe?

A: We use eWAY to process our payments, one of the most trusted and popular companies out there delivering bulletproof online security - managed and monitored by real people - and backed by robust PCI DSS compliance. 

 

Q: I ordered a Pathology Referral through Stigma Health but no longer wish/need to go through with the test, will you refund my money?

A: Unfortunately because we have sent you a Pathology Referral for the test you requested to undertake we cannot refund your money. The same as a GP would not refund your appointment if you went to visit them for a referral but decided not to proceed with the tests they referred you for.

If you no longer believe you need to undertake an STI test we recommend you save the referral for a time when you might not be so lucky! Or get tested anyway, it can never hurt to have a clean bill of sexual health. You’ve paid for it after all.

 

Q: Why did I get charged by the Pathology Centre for the tests you referred me for?

A: Different Pathology providers operate differently so whether or not you are charged for Pathology depends purely on where you go to get tested. The best way to avoid getting charged is to make sure you sign and date the Medicare Assignment before you go, which means you’re asking to be bulk-billed and pass the charges along to Medicare. If you don't know what/where the Medicare Assignment is then head to The Process, Step Three, which has a picture of your pathology referral with the Medicare Assignment sections outlined in red. 

If you aren’t familiar with your nearest Pathology Centre’s procedures we also recommend calling them beforehand and asking if they bulk bill.

If you have any further questions regarding the Pathology side of things you’re welcome to contact us and we’ll do our best to help.

 

Got a question about STIs?

 

Q: How would I know if I had an STI?

A: We’re so glad you asked that! Here’s the thing you may never have reason to suspect you have an STI, that is part of the reason they spread so easily. STIs can be asymptomatic (fancy lingo for having no symptoms) for a really long time, some never exhibit symptoms for some people, that’s why it’s better to be safe than sorry and just get the test!

 

Q: I think I might have contracted an STI where I can find information about symptoms?

A: You’ll find a brief overview of the STIs we test for including, what the symptoms are, what it is, how it’s contracted and how you are tested and treated in our What We Test For Section, but it’s important to note that STIs often have no symptoms or the symptoms don’t present for a long time so if you think there’s a chance you’ve been exposed to an STI then you really should just get tested.

IMPORTANT: If you believe you may have been exposed to HIV OR HEPATITIS B in the last 72 hours do not proceed with a normal STI test, visit a doctor, hospital or specialty clinic ASAP so you can receive preventative post-exposure prophylaxis (PEP).

 

Q: If I think I’ve caught something how soon should I be tested?

A: If you have reason to believe that you have contracted an STI then you should get tested straight away, but different STIs do have different ‘window periods’ for testing, this is when the STI is most likely to be detected so it’s important to take these into account when getting tested. If you’re tested within the window period for any STI, especially one you think you may have been exposed to, it’s important that you come back or visit a doctor for another test after the window period has passed. You will find the information about window periods for different STIs at the bottom of our Who Can & Should Get Tested section.

IMPORTANT: If you believe you may have been exposed to HIV OR HEPATITIS B in the last 72 hours do not proceed with a normal STI test, visit a doctor, hospital or specialty clinic ASAP so you can receive preventative post-exposure treatment (PEP).

 

Q: I have no symptoms of an STI, but I have never really been tested, do I need to get tested?

A: Yes! Absolutely. Some STIs are deceptive and do not always present symptoms or do not present them for a long time that is why it’s so important to get regular tests. Even though you have no symptoms any STI you may have caught is still causing damage to your health. To find out more about whether you should be tested visit our Who Can & Should Get Tested section.

 

Q: What STIs do you test for?

A: When you order a test with Stigma Health you will be asked six confidential questions, the same ones your GP would ask, our doctors will then recommend what you should be tested for.

The STIs we currently offer testing for are:

  • Chlamydia
  • Gonorrhoea
  • Syphilis
  • Hepatitis B
  • Hepatitis C
  • Hepatitis A
  • HIV

 

Q: Do you test for Herpes?

A: No we do not currently test for Herpes 1 or 2 because this is best diagnosed by having a physical sample taken by a doctor. Blood tests are not always reliable when it comes to this particular STI.

You will find a brief overview of some of the symptoms of Herpes in our Who Can & Should Get Tested section if you want further information. If that doesn’t satisfy your needs then head to our Resources section will you find links to various information sites for STIs

 

Q: What should I do if I think I’ve been exposed to HIV or have stepped on a needle?  

A: If you believe you may have been exposed to HIV in the last 72 hours stay calm and go straight to your doctor, nearest hospital or specialty clinic where you will be able to receive preventative post-exposure treatment (PEP).

If it has been more than 72 hours you should still get tested ASAP, but keep in mind it can take up to 12 weeks before the antibodies can be detected so you will need to get tested again after 12 weeks if the results come back negative.

You can start the process to get tested with us right now or visit your doctor or a speciality clinic ASAP.

 

Q: What if I have symptoms of an STI but test negative?

A: If you are experiencing symptoms of an STI, but your test results from us come back negative it is important you see your GP to determine what the problem might be. Do not ignore symptoms.

 

Q: I’ve only slept with one person, should I get tested?

A: Head on over to our Who Can & Should Get Tested Section and find out…

 

Q: If I test positive for an STI does it mean I’m more likely to get them in future?

A: No, having had an STI does not make you more vulnerable to getting them, but having an STI and leaving it untreated can increase the likelihood of you catching other STIs such as HIV, that’s just one more reason why it’s important to get tested regularly!

 

Q: I don’t like needles; do I have to get a blood test?

A: If you get tested with us then yes you will, that is because we automatically request an HIV test for all of our patients, no matter who you are or how you answer the questions on our checkout form. Why do we do that? We think HIV is too serious to take risks with and starting treatment as soon as possible is so important that even though it isn't one of the most common STIs we will test you for it because we believe it's in your best interest.  We know needles can be unpleasant, but we urge you to be brave! 

 

Q: I’m experiencing unusual bleeding outside of my period, could it be an STI?

A: It definitely could be an STI, but there are lots of other reasons this may occur. It’s a good idea for you to get tested for STIs, regardless of whether you choose to do that through us or not we’d advise you visit a doctor anyway to make sure the cause is determined.   

 

Q: If I’ve had a Pap Smear does that mean I’ve been checked for STIs?

A: No, when you have a Pap Smear you are not tested for STIs. You either need to ask your doctor to perform an STI test as well or get tested with us now!

 

Q: If I think I may have contracted an STI from oral or anal sex can you still test me?

A: Yes our Pathology Referral will allow you to be checked for the STIs our doctor has requested even if you think you’ve contracted it from oral or anal sex. If you are specifically concerned about these forms of transmission you will need to ask the Pathology Centre staff for swabs of the area in question to be taken. 

 

Q: What’s the difference between an STI and an STD?

A: STI (sexually transmitted infection) is the new term for STDs (sexually transmitted disease). The reason the term was changed is because STIs commonly have no symptoms and are treatable so the term infection suits them much better than disease.

 

Q: I always use condoms do I need to be tested?

A: It’s great that you use condoms, but unfortunately that doesn’t mean you’re definitely safe. If the condom is past its expiry date (yes they have one) then it will start to breakdown and can prove ineffective against STIs and preventing pregnancy for that matter! There are other reasons why condoms may not always work for example if you use an oil based lubricant such as Vaseline or massage oils they may cause the latex to disintegrate so whilst using a condom is a very good idea they’re not foolproof and you should still get regular STI tests to be absolutely safe.

 

Q: My partner and I are in a committed relationship, why should I get tested?

A: Did your partner definitely go and get an STI test after you became committed to each other? Have you actually seen your partner’s verified STI results? If you answered no either of those, then that’s why you should get tested. The second reason why we recommend everyone should get regular STI tests is that even though it is very rare STIs can be transmitted in other ways and hey, it’s better to be safe than sorry right?

 

Q:  I’m not as young and silly as I used to be, do I still need to be getting STI tests?

A: Whilst the younger generations are considered the most ‘at risk’ of contracting STIs, the fact is, STIs do not discriminate, they can and do happen to people of all ages from all walks of life so there’s no age at which it’s safe to say you don’t need to get an STI test. Another very good reason to keep getting tested even if you think you’re ‘over the hill’ is that testing rates for STIs were really bad there for a while so if you weren’t screened, don’t know if you were or whether your current partner was then you should definitely get tested! Not convinced, let’s throw some stats around.

Gentlemen, did you know that the rate of Syphilis increased in every age group between 2004-2011? Every age group.1  

Here’s a little factoid to incentivise you ladies, in 2014 in the 30-39 age slot there was a whopping increase of 65% in Syphilis diagnoses overall and let us tell you that’s not considered the ‘at risk’ age.2 

The moral of the story? Get Tested. Be Sure. Be Negative.

 

Q: I was vaccinated for Hepatitis B, should I still be tested for this?

A: Yes, because even though the vaccination will give most people protection, we don’t all respond to the vaccines and develop immunity. So unless you have been given proof (i.e someone examined your blood) of your immunity you may still be at risk. It’s important to note as well that if you or your partner did not complete the full immunisation schedule you will only have partial immunity.   

 

Q: What tourist destinations still have a problem with Hepatitis B?

A: Hepatitis B is still a serious issue in the developing and third world, this includes popular cheap tourist destinations in The Pacific and South East Asia as well as more exotic locations in South America, The Middle East, Africa and the Indian Sub-continent. If you’ve recently visited one of these places and had sex, gotten a tattoo, had a medical procedure or used IV drugs then it’s extremely important you get tested ASAP. 

 

Q: Can STI tests be inconclusive and if so what happens?

A: Nope the tests are always negative or positive, but where they can fail to be accurate is if you’re tested within the ‘window period’ for an STI. In this situation, the infection may be ‘missed’ so that’s why it’s important to get tested regularly. If you want more information on ‘Window Periods’ you will find this at the bottom of our Who Can And Should Get Tested section.  

 

Q: Are the tests ever wrong?

A: No they are next to never wrong unless you are tested within the ‘window period’ for an STI, then it may be undetectable and your test may come back negative when actually, you have caught a little something. If you want more information on ‘Window Periods’ you will find this at the bottom of our Who Can And Should Get Tested section.  

 

Q: How long is my Pathology Referral valid for?

A: Your Pathology Referral is valid for 12 months from the date it is issued, but if you’ve come this far we recommend just going and getting tested ASAP. There’s no time like the present.  

 

So you’ve been tested, good on you! Do you have a question about what comes next?

 

Q: I tested positive for an STI, do I really need to tell all my past partners?

A: You do not need to tell every sexual partner you’ve ever had providing this is not your first STI test. You only need to tell previous partners who may be at risk i.e they came after your last negative STI test. (Just one more reason to get tested regularly!)

It’s awkward we know, but much like we’ve used the beloved qualities of the internet to make getting tested easier there is also an online solution for telling your past partners. It’s called Let Them Know and through their site, you can notify someone via Email/SMS/Letter either with your name or anonymously. Check them out.

 

Q: I tested positive for Chlamydia/Gonorrhea/Syphilis, do I need to be tested again after treatment to make sure the infection is gone?

A: It is a good idea to get tested after treatment to make sure the infection is completely gone and give you 100% peace of mind that you won’t be passing anything nasty along to anyone else.

 

Q: I tested negative! When should I get an STI test again?

A: You should get an STI test every time you change sexual partner. If you’re in a relationship or not currently sexually active you should still get tested regularly, it’s rare, but STIs can be transmitted in other ways.

 

Q: What happens to my results after I’ve viewed them?

A: The law dictates this one and the law says that all health records must be kept for seven years from the date a person accesses health services, so just like your GP, any hospital (public or private) that you visit or any other medical service we will hang onto your results for seven years, but rest assured they are kept securely.  

 

Your questions and concerns matter to us so if your question isn’t answered here please send us an email and we’ll get back to you ASAP plus you’ll probably find your answer will end up in here as well for any other kindred spirits who want the same information you do, so you’ll be doing us a solid.  However please note that we cannot provide specific medical advice to you. It is against AHPRA guidelines for us to do so which means any emails with medical enquiries in them will be ignored and we cannot advise you over the phone either. We live by the motto when in doubt just get tested and we recommend you do too.

 

Sources: 

1.Based on Australian Bureau of Statistics data 2. The Kirby Institute. HIV, viral hepatitis and sexually transmissible infections in Australia Annual Surveillance Report 2015. The Kirby Institute, The University of New South Wales, Sydney NSW 2052
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