Privacy Policy
Empathy Engage (“we”, “us”, “our”) is committed to protecting your privacy and handling personal information in a respectful, secure, and lawful manner. This Privacy Policy explains how we collect, use, disclose, store, and protect personal information when you engage with our website, make an enquiry, or use our services.
Important: If you are an NDIS participant, some information we collect may be considered sensitive or health information. We handle this information with extra care and only use or disclose it as permitted by law and with your consent where required.
1) What personal information we collect
Depending on your interaction with Empathy Engage, we may collect:
- Identity and contact details (name, phone number, email address, suburb/location)
- Enquiry and referral information (service needs, preferred times, referrer details)
- NDIS-related information (participant number, plan type, goals, supports) where relevant
- Health or support information required to deliver safe and appropriate services
- Communication records (notes from calls/emails, appointment and service history)
- Website usage data (IP address, browser type, pages visited) through cookies/analytics
2) How we collect personal information
We may collect information directly from you or from authorised sources, including:
- Website forms, email, phone calls, and social media enquiries
- Service agreements, assessments, and appointments
- Support Coordinators, plan managers, nominees, carers, or referrers (with appropriate authority)
- Third-party systems used for business operations (e.g., booking, communications, CRM) where applicable
3) How we use personal information
We use personal information to:
- Respond to enquiries and provide requested information
- Assess suitability and deliver Behaviour Support and Allied Health services
- Coordinate services with your consent (e.g., families, Support Coordinators, other providers)
- Manage appointments, service agreements, billing, and administration
- Improve service quality, training, and internal processes
- Comply with legal and regulatory obligations (including NDIS Quality and Safeguards requirements)
4) When we disclose personal information
We may disclose personal information where reasonably necessary to provide services, including to:
- Your authorised representatives (nominee, guardian, carer) and support team (with consent)
- Support Coordinators, plan managers, or funding managers (as required for service delivery and billing)
- Other health or allied professionals involved in your supports (with consent)
- Third-party service providers who support our operations (e.g., secure IT, booking systems)
- Regulators or authorities where required by law, safety, or safeguarding obligations
We do not sell personal information.
5) Storage, security & retention
We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification, or disclosure. We use administrative, physical, and technical safeguards appropriate to the sensitivity of the information. We retain information only as long as required for service delivery, legal obligations, and legitimate business purposes.
6) Access, correction & complaints
You may request access to, or correction of, personal information we hold about you. You may also lodge a privacy-related complaint. We will respond within a reasonable timeframe and may request verification of identity.
7) Cookies & website analytics
Our website may use cookies and analytics tools to improve user experience, understand website traffic, and measure content performance. You can manage cookies via your browser settings; however, some features may not function as intended if cookies are disabled.
8) Contact us
If you have questions about this Privacy Policy or wish to make a request or complaint, please contact Empathy Engage via our website contact page.