Privacy policy

Last updated: 1 January 2026

1. Who this policy covers

This policy applies to Empowering Hearts Support Services Pty Ltd (ABN 98 701 324 978, ACN 701 324 978) of VIC 3875, Australia, referred to below as “we”, “us” and “our”. It covers personal information we handle about participants, their family members and carers, support coordinators, job applicants, workers and visitors to empoweringheartssupportservicestec.site.

We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs) set out in that Act.

2. Information we collect

Personal information

• Name, postal address, email address and telephone number.
• The name and contact details of a family member, guardian, nominee or support coordinator, where one is involved.
• Details of the support requested or provided, including rosters, shift notes, incident records and progress notes.
• Billing and payment information, and any plan or funding reference you give us.
• Correspondence between you and us, including enquiry emails and feedback.

Sensitive information

Providing disability support means we sometimes need sensitive information, which includes health information, information about a disability, and details of care and mobility needs. Under APP 3, we collect sensitive information only where it is reasonably necessary for our services and only with consent, unless the Privacy Act permits or requires the collection without it. We collect no more than is needed to deliver support safely.

Information we do not seek

We do not ask for sensitive information through this website. Please keep first enquiries general — we will ask for what we need once we know we can help.

3. How we collect it

Wherever it is reasonable and practicable to do so, we collect personal information directly from the individual it concerns. That is usually through email, an enquiry form on this site, a planning conversation, or a signed service agreement.

Sometimes we collect information from a third party — for example a family member, guardian, support coordinator or health practitioner — where the individual has agreed to that, or where it is not reasonable or practicable to collect it directly. If we receive information about you from someone else, we will take reasonable steps to let you know.

4. How we use it

We use personal information for the primary purpose it was collected for, and for related purposes you would reasonably expect. In practice, that means we use it to:

• Assess an enquiry and decide whether we have capacity to provide support.
• Plan, roster and deliver support, and match a suitable support worker.
• Keep records of shifts, incidents, changes and reviews.
• Communicate with the participant and anyone they have asked us to involve.
• Issue invoices and manage payments.
• Respond to feedback and complaints, and improve how we work.
• Meet our obligations under Australian law, including workplace health and safety and record-keeping requirements.

We do not sell personal information, and we do not use it for direct marketing.

5. Disclosure

We disclose personal information only where it is necessary, and only to:

• Support workers engaged by us, limited to what they need to deliver a shift safely.
• People the participant has authorised, such as a family member, guardian, nominee or support coordinator.
• Health practitioners or emergency services, where there is a serious threat to life, health or safety.
• Our accountants, insurers and professional advisers, under obligations of confidentiality.
• A government agency, court or regulator, where disclosure is required or authorised by Australian law.

We do not disclose personal information to overseas recipients. If that ever changes, we will update this policy and comply with APP 8 before doing so.

6. This website and cookies

This website is a set of static pages. It does not set cookies, does not run analytics or advertising scripts, and does not embed content from third-party services. There is no login, no tracking pixel and no user account.

The enquiry form on the contact page does not transmit anything to us on its own — submitting it opens a message in your own email program, which you then choose to send. Our hosting provider may keep standard server logs, such as IP addresses and requested pages, for security and reliability purposes.

7. Storage and security

Records are held in access-controlled electronic systems, and any paper records are kept in a locked location. We take reasonable steps under APP 11 to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure — including limiting staff access to what each role requires, using strong authentication, and briefing workers on confidentiality before they start.

No method of transmission or storage is completely secure. Email in particular is not a secure channel, which is why we ask that health details are not sent in an initial enquiry.

8. How long we keep it

We keep personal information only for as long as it is needed for the purpose it was collected for, or for as long as Australian law requires us to keep it — whichever is longer. Service, incident and financial records are generally retained for at least seven years after support ends. When information is no longer needed and we are not required to retain it, we destroy it or de-identify it.

9. Access and correction

Under APP 12 and APP 13 you may ask us to:

• Confirm what personal information we hold about you.
• Give you access to that information.
• Correct information that is inaccurate, out of date, incomplete, irrelevant or misleading.
• Tell you how your information has been used or disclosed.
• Deal with you anonymously or by pseudonym, where that is lawful and practicable.

Write to [email protected]. We will ask for enough information to confirm your identity, and we aim to respond within 30 days. Access is free; if a request takes substantial work we may charge a reasonable cost, and we will tell you before any charge applies. If we refuse access or a correction, we will explain why in writing and tell you how to complain.

10. Complaints

If you believe we have breached the Australian Privacy Principles, please tell us first at [email protected] with the word Privacy in the subject line. We will acknowledge your complaint, investigate it and respond in writing, normally within 30 days.

If you are not satisfied with our response, you may complain to the Office of the Australian Information Commissioner (OAIC), the regulator responsible for privacy in Australia. The OAIC can be contacted through its website at oaic.gov.au or on 1300 363 992.

11. Changes to this policy

We review this policy from time to time and may update it to reflect changes in our services or in the law. The current version is always the one published on this page, with the date shown above.

12. Contact

Privacy enquiries go to Empowering Hearts Support Services Pty Ltd, ABN 98 701 324 978, ACN 701 324 978, VIC 3875, Australia — [email protected].