Emance Care – Privacy Policy

Emance Care is committed to protecting the privacy, dignity, and rights of all people with disability. We follow the NDIS Code of Conduct, the Australian Privacy Principles (APPs), and all relevant laws to ensure your personal information is handled with care, respect, and transparency.

This Privacy Policy explains how we collect, use, store, and protect your information when you access our services.

1. Our Commitment to the NDIS Code of Conduct

All Emance Care workers follow the NDIS Code of Conduct, which requires us to:

• Respect your rights, choices, and freedom of expression
• Protect your privacy and confidentiality
• Deliver supports safely, competently, and with skill
• Act with honesty, integrity, and transparency
• Raise and respond to concerns that may affect your safety or quality of care
• Take all reasonable steps to prevent and respond to violence, abuse, neglect, and exploitation
• Prevent and respond to sexual misconduct
• Ensure fair and ethical pricing without unjustified price differences

These principles guide every part of our service delivery and privacy practices.

2. What Information We Collect

We may collect personal information such as:

• Your name, contact details, and emergency contacts
• NDIS plan details (with your consent)
• Health and support information
• Records of services provided
• Feedback, complaints, and incident reports
• Billing and payment information

We only collect information that is necessary to provide safe, high‑quality support.

3. How We Collect Your Information

We collect information:

• Directly from you
• From your authorised representative
• Through service delivery
• From other providers or professionals (with your consent)
• Through our website or forms

You have the right to refuse or withdraw consent at any time.

4. How We Use Your Information

Your information is used to:

• Provide you with safe, personalised supports
• Communicate with you and your representatives
• Meet NDIS and legal requirements
• Improve our services
• Manage billing and administration

We do not use your information for marketing without your explicit consent.

5. How We Protect Your Information

Emance Care uses secure systems and strict procedures to protect your information from:

• Loss
• Misuse
• Unauthorised access
• Modification
• Disclosure

Only authorised staff can access your information, and only when necessary.

6. Pricing Transparency & Fair Treatment

Emance Care is committed to honesty, integrity, and transparency in all pricing decisions.

In line with the NDIS Code of Conduct and Australian Consumer Law:

• We do not charge NDIS participants higher prices than non‑NDIS customers without a valid, lawful justification.
• We do not advertise or promote higher prices for NDIS participants.
• We provide clear explanations for all pricing decisions.
• We avoid any form of price differentiation that could be considered a “sharp practice” under the updated NDIS Provider and Worker Guidance (April 22, 2024).

Our goal is to ensure fairness, clarity, and trust in every financial interaction.

7. Sharing Your Information

We only share your information when:

• You give consent
• It is required to deliver your supports
• It is required by law
• There is a serious risk to your safety or the safety of others

We never sell or trade your personal information.

8. Accessing or Updating Your Information

You have the right to:

• Access your personal information
• Request corrections
• Ask how your information is being used
• Withdraw consent

We will respond to all requests promptly and respectfully.

9. Feedback and Complaints

Your feedback helps us improve. You can make a complaint:

• Directly to Emance Care
• To the NDIS Quality and Safeguards Commission
• Anonymously, if preferred

We take all concerns seriously and act quickly to resolve them.