Your IT & Tech Mates

Privacy policy

How we collect, use, store and disclose personal information when providing local technology help, Quick Help, referrals, quotes, invoices and website services.

Last updated: 15 May 2026

Plain-English summary: we collect the information reasonably needed to respond to requests, manage jobs, provide quotes, communicate with customers, operate referral accounts, keep records, and meet legal or safety obligations.

1. Information we may collect

Name, business name and contact details.
Suburb, service address or onsite attendance details where needed.
Device, repair, network, website, software or support details.
Quick Help form responses, photos, uploaded images or attachments you choose to provide.
Quote, invoice, payment-status and warranty records.
Referral account details, referral codes, public nickname, suburb/public area, reward status and withdrawal request records.
Website analytics, cookie, referral-attribution, security and log information.

2. Sensitive information and secrets

Do not send passwords, PINs, passcodes, two-factor codes, banking codes, seed phrases, private keys, TFNs or payment card details through public website forms, Quick Help, referral pages or guide comments. If secure access is genuinely needed, our team will explain a safer method.

3. Why we use information

To respond to enquiries and Quick Help requests.
To diagnose, quote, repair, support or deliver technology services.
To manage bookings, onsite visits, remote support, invoices, payments and warranties.
To operate referral accounts, eligibility reviews, OTP verification and manual withdrawals.
To improve website content, security, reliability and customer experience.
To prevent fraud, misuse, spam, unauthorised access or unsafe conduct.
To comply with legal, accounting, tax, insurance or dispute-resolution obligations.

4. Cookies and analytics

We may use cookies, session storage, local storage, analytics identifiers and similar tools for essential website functions, referral attribution, security, performance measurement and content improvement. More detail is in our Cookie policy.

5. Referral privacy

Public referral tally boards must only show public nickname, suburb/public area, eligible rewards and completed referral count. They must not show legal name, email, mobile, payout details, bank details, full street address, customer private information, service notes, OTPs or account secrets. Public display is optional and may be hidden by the referrer or our team.

6. Disclosure

We may disclose information to service providers who help us operate the business, such as hosting, email, SMS/OTP, payment, accounting, analytics, security, storage, repair, delivery or professional advisers. We may disclose information where required by law, to protect safety, to respond to disputes or to prevent misuse.

7. Overseas services

Some software, hosting, email, analytics, payment, AI, storage or security providers may store or process information outside Australia. We take reasonable steps to use reputable providers and limit unnecessary information sharing.

8. Marketing messages

We only send marketing or promotional electronic messages where we believe we have consent or another lawful basis. Commercial messages should identify us and include a working unsubscribe method where required.

9. Access and correction

You can contact us to ask for access to, or correction of, personal information we hold about you. We may need to verify your identity before acting on the request.

10. Security and retention

We take reasonable steps to protect information from misuse, interference, loss and unauthorised access. We keep information only as long as reasonably needed for service, records, warranty, accounting, legal, security, dispute or business purposes.

11. Questions and complaints

Contact Your IT & Tech Mates if you have a privacy question or complaint. We will review the issue and respond in a practical timeframe.

12. Provider Device Hub and provider referrals

Where a provider such as an aged care facility, school, clinic, NDIS/community provider, business or organisation books work or refers a person, we may collect provider contact details, site details, device references, room/class/department references, asset tags, job status, quote/invoice details, pickup/return records, custody notes and provider referral-credit records.

Providers should avoid sending unnecessary sensitive information. Do not submit medical information, health information, care-plan details, student-sensitive information, device passcodes, passwords, banking codes or payout details through pickup, referral, quote, invoice or customer-facing forms. Use practical references such as room, class, department, asset number or first-name/initial where appropriate.

Ambassador Network, provider verification and zone data privacy

Integrated 18 May 2026 · Quick Help Version A00163.25 Job Board / Showcase Policy Update A00180

For Ambassador Network, Campus Help, Neighbourhood Help, provider invite, provider upgrade, certificate centre, referral tracking and zone management features, we may collect and use additional information needed to route requests, manage eligibility and operate the service safely.

Additional information that may be collected

Ambassador details, including name, contact details, campus, suburb, zone, speciality, referral code, referral activity, invite activity and commission status.
Provider invite details, including provider name, business name, contact details, proposed service category, zone, speciality, relationship to the inviter and application status.
Provider verification details, including ABN, business name, service area, service categories, certificate type, insurer or issuer, policy/check number, coverage amount, issue date, expiry date, review status and admin notes.
Campus or neighbourhood request details, including suburb, postcode, campus, support category, urgency, referral source and safe job notes.
Zone upload data, including campus, university, suburb, postcode, state, region, speciality, capacity, status, commission tier and source reference.

How this information may be used

We may use this information to route requests, attribute referrals, review provider eligibility, manage certificate expiry, assess zone capacity, prevent misuse, communicate with applicants, manage commission status, record admin decisions and keep support pathways safer.

Limited sharing

We may share limited job information with an approved provider where needed to assess or complete a request. Ambassador and provider information may be reviewed internally for safety, eligibility, compliance, fraud-prevention and operational purposes.

NDIS, aged care and support-organisation technology requests

Your IT & Tech Mates and Quick Help are not NDIS registered providers, aged care providers, health providers, personal care providers, support coordinators, plan managers, transport providers, crisis services or care-service providers unless expressly and lawfully stated in writing.

Our role is limited to IT and technology help, device support, home technology support, repair, pickup/return coordination and related customer-service support. Where a request comes from an NDIS service provider, aged care service provider, support worker, carer, family member or organisation, we may assist that organisation and its client, resident, participant or customer with technology needs only, subject to consent, authority, privacy, safety and provider suitability checks.

We do not provide disability supports, aged care services, health services, personal care, therapy, plan management, support coordination, care advice, emergency support or government-funded care services. The person or organisation requesting support remains responsible for confirming funding eligibility, authority to request the work, consent, care-service obligations and any NDIS, aged care, workplace, privacy or safeguarding requirements that apply to them.

Guided intake, vulnerable customers and support requests

We may collect information provided through guided help requests, senior support, support-organisation technology support and accessibility support, student support, tutoring requests, help-for-someone-else requests, scam/security reports, device repair requests, home technology requests, provider conduct reports, reviews, public profiles, referral links and direct booking pages. This may include contact details, suburb/postcode, service category, preferred times, relationship to the person needing help, accessibility notes, support-worker or family contact details, device information, issue descriptions, photos/screenshots, review content, incident details and referral attribution.

Where a requester provides information about another person, the requester must have permission or lawful authority to provide it. We will use that information to assess and respond to the request, match an appropriate provider, manage safety, prevent abuse, handle complaints, moderate reviews, maintain referral attribution and operate the platform.

Sensitive information, NDIS/accessibility details and safety reports

We aim to collect only what is reasonably needed. Health, disability, accessibility, vulnerability, safeguarding, incident, scam/security or tutoring-safety details should be limited to what helps us safely manage the request. Do not submit passwords, PINs, MFA codes, banking codes, recovery phrases, private keys, TFNs, unnecessary medical records or unnecessary care-plan details through public forms. We may restrict disclosure of sensitive notes to admin users and only share limited relevant information with providers where needed to deliver or safely assess the service.

Profiles, ratings, reviews and referral analytics

Public profile information may include selected names, business names, skills, service areas, badges, approved reviews, star ratings, completed booking counts and other non-sensitive promotional information. Internal reputation, risk, incident, dispute and moderation records are generally used for safety, integrity and operational decisions and may not be publicly displayed. Referral links and QR codes may record source, clicks, campaign information, started requests and completed bookings for attribution, abuse prevention and reporting.

New feature privacy coverage

We may collect and use information submitted through guided intake forms, direct bookings, public profile settings, referral links, QR codes, reviews, ratings, incident reports, provider conduct reports, help-for-someone-else requests, senior support requests and technology help for NDIS/accessibility contexts requests.

This information may include contact details, suburb or postcode, preferred contact method, help category, device type, support notes, accessibility notes, nominated family/support contacts, evidence screenshots, photos, messages, booking history, profile visibility settings, referral analytics, review moderation information and safety or incident details.

Where information relates to disability, accessibility, safety, vulnerability or another person, we will seek to handle it only where reasonably necessary for the request, consent, safety, dispute handling, service delivery, legal compliance or platform integrity. Requesters must only provide another person's information where they have permission or authority to do so.

A00163 privacy enhancement: support tickets, email replies, attachments and quotes

Plain-English summary: this section explains how we handle personal information when customers email us, reply to a support ticket, send attachments, request a quote, submit a report or use the support desk. It adds to the existing Privacy Policy and does not remove any privacy rights you may have under applicable Australian privacy laws.

Support ticket information we may collect

When you contact us by email, form, chat, phone note or support message, we may collect and store your name, email address, phone number, organisation, suburb, message, subject line, device or technology issue, ticket reference, reply history, attachments, quote links, incident links, assignment history, timestamps and related admin notes.

How we use support ticket information

We use support ticket information to respond to you, keep email replies in the same conversation, assign the request to staff or approved providers, prepare quotes, manage bookings, handle complaints, investigate safety concerns, moderate reviews, prevent fraud, improve service quality, keep records and meet legal or operational requirements.

Attachments and sensitive information

If you send photos, screenshots, PDFs or other files, we may store safe supported attachments with the relevant support ticket. Please do not send passwords, PINs, one-time codes, banking details, full card numbers, identity documents, Medicare details, sensitive health information, confidential third-party documents or private access credentials unless we specifically request them through a secure process.

Sharing with staff, technicians and providers

We may share relevant support information with authorised staff, technicians, approved providers, administrators and service partners where reasonably needed to triage, quote, perform, review or manage the request. We aim to share only what is reasonably necessary for the relevant purpose.

NDIS, aged care, senior and accessibility requests

Where a request mentions NDIS, aged care, seniors, carers, support workers, accessibility or help for another person, we may collect practical technology-help details needed to manage the request. We do not seek care, clinical, therapy, plan management, support coordination or health advice information. Please keep the information limited to the technology issue unless we ask for something specific.

Automation and AI-assisted processing

We may use software rules, automation or AI-assisted tools to organise messages, detect ticket references, classify support requests, summarise information, route tickets, detect possible scam/security issues and help staff manage support work. Staff may review and correct automated outputs.

Retention and deletion

We may keep support tickets, attachments, quotes, incident records and related communication history for as long as reasonably needed for support, warranty, safety, complaints, provider management, fraud prevention, record keeping, legal and accounting purposes. We may delete or de-identify information when it is no longer reasonably needed, subject to lawful retention requirements and backup limitations.

Job board, referral, profile and media privacy update

When you use the Neighbour Help Board, Campus Help Board, School/Tutoring Help, provider board, profile edit link, live resume/profile card, referral link or related request forms, we may collect and use information such as your name, email, phone, suburb, campus, school or organisation context, poster type, guardian details where needed, job description, custom request details, preferred times, urgency, attachments, referral code, preferred provider/profile, quote or invoice links, verification status, moderation status, spam signals and request history.

For providers, tutors, students, ambassadors or partners, we may collect and display approved public profile information such as display name, headline, bio, skills, strengths, service areas, campus area, badges, reviews, completed job examples, profile images, logos and public request links. Private contact details, verification documents, internal notes, safety reviews, risk flags, moderation decisions and payment/commission records are generally not displayed publicly unless we clearly state otherwise or you approve their display.

We may process uploaded images and media by checking file type, file size and dimensions; resizing or compressing files; changing filenames; storing metadata such as width, height and storage location; and rejecting unsafe or unsupported files. Images and media may be stored locally or with a third-party storage provider or content delivery provider, including cloud object storage, if enabled.

Referral and commission tracking may require us to link a job request, customer, referrer, provider, quote, invoice, payment status, job completion status and commission status. We use this information to assess eligibility, prevent fraud, resolve duplicate claims, administer manual rewards and keep business records.

We may use technical signals such as IP address, user agent, hashed identifiers, timing, submission patterns, duplicate content and referral patterns to detect spam, abuse, fraudulent referrals, unsafe requests and misuse. We may keep these records for security, fraud prevention, audit and platform integrity purposes.