Privacy Policy

About this policy

EmpAura Care ("we", "us", "our") provides nurse-led community nursing and NDIS disability support across the Central Coast, Newcastle, and the Hunter Region. We are committed to protecting your privacy and handling your personal information openly and honestly.

This policy explains what information we collect, how we use and protect it, and the choices you have. We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), as well as our obligations under the NDIS Quality and Safeguards Commission.

Information we collect

The information we collect depends on how you interact with us. It may include:

• Contact details such as your name, address, phone number, and email address.
• Participant details including date of birth, gender, and NDIS number.
• Health and disability information relevant to providing safe and appropriate support, including conditions, support needs, and notes for practitioners.
• Cultural information such as country of birth, interpreter needs, and cultural or religious considerations, where you choose to share it.
• Details of a legal guardian, nominee, or support coordinator where one is involved.
• Records of your enquiries, referrals, and communications with us.

Sensitive and health information

Some of the information we collect is sensitive information, including health information. We only collect this information with your consent and where it is reasonably necessary to deliver our services, or where we are required or authorised to do so by law.

When you complete our referral form, you provide consent for us to collect and use the personal and health information you submit for the purpose of assessing and providing supports. Where you refer another person, you confirm you have their permission to share their details.

How we use your information

We use your information to:

• Respond to your enquiries and referrals.
• Assess your needs and determine whether we are the right fit.
• Plan, coordinate, and deliver supports and services.
• Communicate with you, your nominees, and other providers involved in your care, with your consent.
• Meet our legal, funding, and NDIS reporting obligations.
• Improve the quality and safety of our services.

When we share information

We do not sell your personal information. We only disclose it where it is reasonably necessary and, where required, with your consent. This may include:

• Members of your support team and treating practitioners involved in your care.
• Your nominated guardian, nominee, or support coordinator.
• The NDIA or NDIS Quality and Safeguards Commission where required.
• Service providers who help us operate, such as secure email and IT providers, under appropriate confidentiality obligations.
• Authorities where we are required or authorised to do so by law, or to prevent a serious threat to health or safety.

How we store and protect your information

We take reasonable steps to protect your information from misuse, loss, and unauthorised access, modification, or disclosure. Referral details submitted through our website are generated into a PDF and sent securely to our team by email; we do not store this information in a public database on our website.

We retain personal information only for as long as it is needed for the purposes described in this policy, or as required by law, after which it is securely destroyed or de-identified.

Accessing and correcting your information

You can ask to access the personal information we hold about you, or ask us to correct it if it is inaccurate, out of date, or incomplete. We will respond within a reasonable time. In some cases we may need to verify your identity before releasing information.

Complaints

If you have a concern about how we have handled your personal information, please contact us using the details below and we will work with you to resolve it. If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

Changes to this policy

We may update this policy from time to time to reflect changes in our practices or legal obligations. The latest version will always be available on this page, with the date it was last updated shown above.