Legal

Privacy Policy

Effective date: 1 January 2026. This policy covers how Empower Care Solutions Hub collects, uses and protects your personal information.

Summary: We collect your personal information to deliver disability support services and respond to enquiries. We will not sell, rent or share your information with third parties for marketing purposes. You have the right to access, correct and request deletion of your information. Complaints can be made to us directly or to the Office of the Australian Information Commissioner (OAIC).

About This Policy

Empower Care Solutions Hub (ABN 14 682 415 578) is committed to protecting the privacy of participants, families, carers and visitors to our website. This policy explains how we handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

By using our website or providing information to us, you agree to the practices described in this policy.

What Information We Collect

We may collect the following types of personal information:

  • Contact details: name, address, suburb, postcode, phone number, email address
  • Participant information: name, age, disability-related needs and goals
  • NDIS information: plan management type, NDIS number (where required for invoicing)
  • Carer and family information where provided as part of an enquiry or service agreement
  • Website usage data collected via cookies and analytics tools (see below)

We only collect information that is reasonably necessary to deliver our services or respond to your enquiry. Where possible, we collect information directly from you.

Sensitive Information

Some information we collect may be considered sensitive under the Privacy Act, including health and disability-related information. We collect this only with your consent and use it only for the purpose it was collected.

How We Use Your Information

We use your personal information to:

  • Respond to enquiries and assess suitability for our programs
  • Deliver disability support services under a service agreement
  • Invoice participants, plan managers or NDIA as appropriate
  • Meet our obligations under the NDIS Act and other relevant legislation
  • Communicate updates, program changes and relevant information about your supports
  • Improve our services and programs

We will not use your information for purposes other than those listed above without your consent, unless required by law.

Who We Share Information With

We may share your personal information with:

  • Plan managers: to process invoices for plan-managed participants
  • NDIA: where required to claim supports for NDIA-managed participants
  • Other service providers: only where you have requested a referral or coordination of supports
  • Regulatory bodies: including the NDIS Quality and Safeguards Commission, where required under law or in response to a complaint

We do not sell, rent or share your personal information with any third party for marketing or commercial purposes.

Data Storage and Security

Your personal information is stored electronically in secure systems. We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure. These steps include access controls, password protection and encrypted communications where appropriate.

We retain personal information only for as long as necessary to deliver services and meet our legal obligations. When information is no longer needed, we securely destroy or de-identify it.

Cookies and Website Analytics

Our website may use cookies and analytics tools (such as Google Analytics) to understand how visitors interact with the site. These tools collect non-identifying information such as pages visited, time spent and browser type. You can disable cookies through your browser settings. Disabling cookies will not affect your ability to use the site.

Access and Correction

You have the right to access the personal information we hold about you and to request corrections if it is inaccurate, out of date or incomplete. To make a request, contact us using the details below. We will respond within 30 days. In some limited circumstances we may refuse access or correction; if we do, we will explain why in writing.

Overseas Disclosure

We do not currently disclose personal information to overseas recipients. If this changes, we will update this policy and seek your consent where required.

Changes to This Policy

We may update this policy from time to time. The current version will always be available on this page. Significant changes will be communicated to participants directly.

Contact Us and Making a Complaint

If you have questions about this policy or a privacy concern, please contact us:

If you are not satisfied with our response, you can make a complaint to the Office of the Australian Information Commissioner (OAIC):

  • Website: www.oaic.gov.au
  • Phone: 1300 363 992
  • Post: GPO Box 5218, Sydney NSW 2001

For privacy concerns related specifically to your NDIS supports, you may also contact the NDIS Quality and Safeguards Commission on 1800 035 544.