Privacy Policy
Empathia Support Services Pty Ltd
Our Commitment to Your Privacy
Empathia Support Services Pty Ltd (Empathia Support Services) is committed to protecting the privacy, dignity and confidentiality of individuals who access our services, visit our website or communicate with our business.
We recognise the importance of handling personal and sensitive information respectfully, securely and transparently, particularly when supporting individuals with disability, their families and support networks.
We manage personal information in accordance with applicable Australian privacy legislation, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), as well as other relevant legal and professional obligations.
Further information about Australian privacy requirements is available from the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.
What Personal Information Do We Collect?
Personal information is information or an opinion about an identified individual, or an individual who is reasonably identifiable.
Depending on the nature of your enquiry or involvement with our services, we may collect:
Names and contact details, including email addresses and telephone numbers.
Information provided through website enquiries, emails or telephone conversations.
Information relating to service enquiries, referrals and support requirements.
Information about NDIS participants, their representatives and relevant support networks.
Other information reasonably necessary to respond to enquiries or provide our services.
Where individuals engage Empathia Support Services for Positive Behaviour Support or counselling, additional personal and sensitive information may be collected as part of the service delivery process.
Sensitive and Health Information
Due to the nature of our services, we may collect sensitive information, including health and disability-related information.
This may include information relating to diagnoses, medical and mental health history, communication needs, behaviour support assessments, support arrangements and other information relevant to providing appropriate services.
Sensitive information is collected, used and disclosed only where permitted by law, including where appropriate consent has been obtained or another lawful basis applies.
We recognise that this information requires particular care and confidentiality.
How Do We Collect Personal Information?
We may collect personal information through:
Enquiries submitted through our website.
Email and telephone correspondence.
Direct communication with individuals and their authorised representatives.
Referrals and service-related documentation.
Communication with relevant professionals, service providers and support networks, where appropriate and lawful.
Where reasonable and practicable, we collect personal information directly from the individual concerned.
Where information is obtained from another person or organisation, we take reasonable steps to ensure individuals are informed of the collection where required.
Why Do We Collect and Use Personal Information?
Empathia Support Services collects and uses personal information for purposes including:
Responding to enquiries and requests for information.
Assessing the suitability and availability of services.
Facilitating referrals and service arrangements.
Providing Positive Behaviour Support and counselling services.
Communicating with individuals, authorised representatives and relevant support providers.
Meeting professional, administrative, legal and regulatory obligations.
Maintaining appropriate service records.
We will not use personal information for unrelated purposes unless consent has been obtained or the use is otherwise permitted by law.
Disclosure of Personal Information
We respect the confidentiality of information shared with Empathia Support Services.
Personal information may be disclosed to relevant parties where appropriate and legally permitted, including:
Individuals or organisations authorised by the person concerned.
Relevant health professionals, allied health practitioners and support providers involved in service delivery.
Government or regulatory bodies where disclosure is required or authorised by law.
Service providers assisting with the secure operation and administration of our business, subject to appropriate privacy protections.
Where relevant, information may also be disclosed to meet applicable NDIS reporting, safeguarding or regulatory requirements.
We do not sell personal information to third parties.
Website Enquiries and Online Information
When you contact Empathia Support Services through our website, we may collect the information you voluntarily provide, such as your name, email address, telephone number and the details of your enquiry.
This information is used to respond to your enquiry and, where appropriate, discuss our services.
Our website is hosted through Squarespace, which may process certain technical information, including information associated with website functionality, security and visitor activity.
Our website may also use cookies or similar technologies. Where applicable, further information about these technologies and available preferences may be provided through website notices or settings.
Storage and Security of Personal Information
Empathia Support Services takes reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification and disclosure.
Personal information is managed using appropriate administrative, technical and organisational safeguards.
Information is retained for periods required by applicable laws and professional recordkeeping obligations. When information is no longer required, reasonable steps are taken to securely destroy or de-identify it where lawful and appropriate.
Accessing or Correcting Your Information
Individuals may request access to personal information held about them or ask for information to be corrected if it is inaccurate, incomplete, out of date or misleading.
Requests can be made by contacting Empathia Support Services using the contact details below.
We may request verification of identity before providing access to personal information.
Requests will be considered in accordance with applicable privacy laws, including any lawful exceptions.
Privacy Concerns and Complaints
If you have a concern about how your personal information has been collected, used, stored or disclosed, please contact Empathia Support Services.
We will take privacy concerns seriously, review the circumstances and respond within a reasonable timeframe.
If you are dissatisfied with our response, you may be entitled to lodge a complaint with the Office of the Australian Information Commissioner (OAIC).
Website: www.oaic.gov.au
Changes to This Privacy Policy
Empathia Support Services may update this Privacy Policy from time to time to reflect changes to our services, website practices or legal obligations.
The most current version will be made available on our website.
Contact Us
For privacy-related enquiries, requests or concerns, please contact:
Empathia Support Services Pty Ltd
Email: eliza@empathiasupport.co