Privacy Policy

How we collect, use, and protect your personal information.

Last updated: September 2026

1. Introduction

Empower U Service ("we", "our", "us") is committed to protecting the privacy and personal information of our clients, their families, and visitors to our website. This Privacy Policy explains how we collect, use, disclose, and safeguard your information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

2. What Information We Collect

We may collect the following types of personal information:

  • Personal details: name, date of birth, address, phone number, email address
  • NDIS information: NDIS participant number, plan details, funding categories, support needs
  • Health and disability information: medical history, diagnoses, mobility needs, behaviour support plans, medication requirements
  • Emergency contacts: names and contact details of family members or nominees
  • Website usage data: IP address, browser type, pages visited (via cookies and analytics tools)

3. How We Collect Information

We collect information through:

  • Direct interactions β€” when you fill out our contact form, call us, email us, or meet with our team
  • Referrals β€” from the NDIA, support coordinators, health professionals, or family members (with your consent)
  • Our website β€” through contact forms, cookies, and analytics
  • Third-party service providers β€” such as Formspree (for form submissions) and hCaptcha (for spam protection)

4. Why We Collect Your Information

We collect and use your personal information to:

  • Provide NDIS support services tailored to your needs
  • Process NDIS claims and manage service agreements
  • Communicate with you about our services and your support plan
  • Respond to enquiries submitted via our website or other channels
  • Comply with our legal obligations as a registered NDIS provider
  • Improve our website and service delivery

5. Disclosure of Personal Information

We do not sell, trade, or rent your personal information. We may disclose your information to:

  • The NDIA (for plan management, audits, and compliance)
  • Support coordinators and allied health professionals (with your consent)
  • Third-party service providers who assist our operations (e.g., Formspree for form delivery, IT support) β€” these providers are bound by confidentiality obligations
  • Government agencies where required by law (e.g., ATO, police, court orders)

6. Sensitive Information & NDIS Participants

Health, disability, and behaviour support information are classified as sensitive information under the Privacy Act. We only collect and use this information:

  • With your explicit consent
  • To deliver NDIS-funded supports
  • As required by the NDIS Act 2013 and NDIS Quality and Safeguards Commission

For participants with a behaviour support plan involving restrictive practices, we comply with Module 2A reporting obligations to the NDIS Commission.

7. Data Security

We take reasonable steps to protect your personal information from misuse, interference, loss, and unauthorised access, modification, or disclosure:

  • Electronic records are stored on secure, password-protected systems
  • Physical files are kept in locked cabinets at our office
  • Website forms are transmitted via encrypted connections (HTTPS)
  • Access to personal information is restricted to authorised staff only

When your information is no longer needed, we securely destroy or de-identify it in accordance with record-keeping requirements.

8. Cookies & Website Analytics

Our website uses cookies and similar technologies to:

  • Remember your accessibility preferences (stored locally in your browser)
  • Analyse website traffic and usage patterns (e.g., via Google Analytics)
  • Protect against spam (via hCaptcha)

You can disable cookies in your browser settings, but some website features may not function correctly.

9. Your Rights

Under the Privacy Act, you have the right to:

  • Access the personal information we hold about you
  • Correct inaccurate, incomplete, or out-of-date information
  • Complain about how your information is handled
  • Withdraw consent for certain uses of your information (where consent is the basis for collection)

To exercise these rights, contact us using the details below.

10. Complaints

If you believe we have breached the Australian Privacy Principles or mishandled your personal information:

  1. Contact us first β€” we will investigate and respond within 30 days
  2. If you are not satisfied with our response, you can lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au

For concerns about NDIS services specifically, you may also contact the NDIS Quality and Safeguards Commission at ndiscommission.gov.au.

11. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal obligations. The updated version will be posted on this page with a revised "Last updated" date.

12. Contact Us

If you have any questions about this Privacy Policy or how we handle your personal information, please contact us:

Empower U Service
Email: hello@empoweruservice.com