Last updated: 8 May 2026

Purpose of this statement

Mobility Centre is part of Your Way | Kia Roha. We are committed to respecting and protecting your privacy in line with the Privacy Act 2020.

This Privacy Statement explains how we collect, use, store, and protect personal information when you:

• visit our website
• contact us by phone, email, or in person
• purchase or enquire about products
• request advice, assessments, or support.

If you engage with Your Way | Kia Roha services, your information will also be handled in accordance with our Privacy Policy – Services.

Information we collect

Depending on how you interact with us, we may collect personal information such as:

• your name and contact details (for example, phone number, email, address)
• information you provide when making an enquiry or purchase
• information about your needs or preferences (for example, mobility or assistive equipment requirements)
• payment and transaction information (for purchases)
• delivery details
• information required for quotes, funding applications, or equipment trials
• technical information about website use (such as IP address, browser type, or pages visited).

We only collect personal information that is reasonably necessary for our activities and functions. Your personal information is used only by authorised personnel for the purpose for which it was collected, or for directly related purposes, such as responding to your enquiry, providing a requested product or service, arranging delivery, warranty or repair support, or seeking feedback to help us improve our services. In some cases, the information you provide may relate to your health or disability needs. We treat this information with additional care and only use it where necessary to support your request or as otherwise permitted by law.

Why we collect this information

We collect personal information to:

• respond to enquiries and provide advice
• provide products and related services, including orders, delivery, servicing, repairs and support
• assess needs and recommend suitable products or equipment
• prepare quotes and support funding or approval processes
• manage payments and recover unpaid amounts
• improve our products, services and website
• meet legal and regulatory obligations.

If you choose not to provide certain information, we may not be able to provide products, services, or advice.

How we use and protect your information

We take reasonable steps to protect personal information from loss, misuse, unauthorised access, or disclosure.

Personal information is:

• stored securely
• accessed only by authorised personnel
• retained only for as long as it is required for the purposes for which it may lawfully be used.

We use trusted third-party service providers to help store and process personal information, including cloud-based systems that support our operations.

We also maintain internal privacy policies and procedures to guide how information is managed.

Privacy breaches

If you believe your personal information has been lost, accessed, or shared without authorisation, please contact us as soon as possible.

If a privacy breach occurs that poses a risk of serious harm, we will notify affected individuals and the Office of the Privacy Commissioner where required.

Sharing information with others

We do not sell personal information.

We may share personal information where appropriate with:

• delivery and courier providers
• payment processors
• equipment suppliers or service providers (for warranty, servicing, or repairs)
• health professionals or support organisations (where you ask us to, or where needed to support your request)
• government agencies or funders (for example, ACC), where required for quotes or approvals
• trusted service providers who support our systems, website, or related operations.

We take reasonable steps to ensure any third parties protect information in line with New Zealand privacy standards.

We may also share information where required or permitted by law, or to prevent or lessen a serious threat to health or safety.

Overseas disclosure

Some of the systems or service providers we use to store or process personal information may be based overseas. Where personal information is disclosed outside New Zealand, we take reasonable steps to ensure it is protected in a way that is comparable to New Zealand privacy law.

Use of automated tools and AI

We may use automated or artificial intelligence (AI)-enabled tools to support our work. For example, to help manage enquiries or stock, or to improve our communications. These tools are used within our managed environment to assist our team. We do not use AI to make solely automated decisions about individuals.

Cookies and website analytics

Our website may use cookies or similar technologies to:

• understand how visitors use the site
• improve functionality and user experience.

You can disable cookies in your browser settings, although this may affect how the website works.

Our website may contain links to third-party websites. We are not responsible for the privacy practices or content of those websites, and we encourage you to review their privacy statements.

Your rights

You have the right to:

• request access to personal information we hold about you
• request correction of that information.

If you receive marketing or promotional communications from us, you can opt out at any time.

Concerns or complaints

We take our responsibility as kaitiaki of personal information seriously and are committed to handling information with care and respect.

If you have concerns about how your information has been handled, please contact us first.

If you are not satisfied, you have the right to contact the Office of the Privacy Commissioner.

Contact us about privacy

If you have any questions or requests about your personal information, you can contact:

Email: privacy@yourwaykiaroha.nz
Phone: 0800 243 866 (Mobility Centre) or 0800 008 011 (Your Way | Kia Roha)

We will respond within the timeframes required by the Privacy Act 2020.

Changes to this statement

We may update this Privacy Statement from time to time. The most current version will always be available on our website.