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Updated 17 May 2026

Provider Partner Terms

These terms apply to external repair shops, service partners and providers who apply for or receive work through Your IT & Tech Mates.

1. Application and approval

Providers must apply and be manually approved before receiving jobs. Required checks may include ABN, business registration, insurance certificate, service categories, contact details, shop details, provider agreements and bank payout details.

2. Verification expiry

Expired business registration or insurance may pause the provider account and block new job allocation until a current replacement document is uploaded and verified by admin.

3. No TFN collection

Provider TFNs are not collected. Providers must provide valid ABN/business details for verification.

4. Anti-bypass

Providers must not ask customers introduced through Your IT & Tech Mates to cancel, pay directly, accept a lower off-platform quote, or move a managed job outside the approved workflow. Suspected bypass may result in blocked payment, suspension, review or removal.

5. Customer data and privacy

Providers must use customer details only for the allocated job, protect customer privacy, avoid collecting unnecessary sensitive information, and never request device PINs/passcodes through customer-facing notes or public forms.

6. Provider payment

Provider payments are manual. Payment speed may depend on trust level, job risk, payment confirmation, admin completion approval, 14-day/7-day/same-day eligibility, warranty/rework status and account verification status.

7. Warranty and rework

Providers are responsible for workmanship issues connected to their approved scope. Warranty/rework issues are managed through Your IT & Tech Mates, which decides whether the issue is provider workmanship, customer damage, unrelated fault, out-of-scope work or goodwill support.

8. Suspension

We may pause, suspend or block a provider for expired documents, privacy concerns, bypass attempts, repeated complaints, poor workmanship, false documents, non-response, pressure concerns or other risk.

Provider referral rewards

Approved providers may refer jobs to Your IT & Tech Mates using the provider referral path. Eligible provider referrals use the same standard referral system and may receive the same 5% referral reward treatment as normal referrers, subject to referral terms, customer permission, payment confirmation, hold period and admin review. Provider referral rewards are separate from provider job payouts.

Provider applications, categories, certificates and insurance

Integrated 18 May 2026 · Quick Help Version A00147

Provider terms also apply to providers who are invited by ambassadors, upgrade from ambassador status, apply for provider access, or seek to accept Campus Help, Neighbourhood Help, provider pickup or other Quick Help job categories.

Provider approval and category access

Provider approval is not automatic. Your IT & Tech Mates may approve, partially approve, reject, suspend, restrict or request more information from a provider or provider applicant. Approval may be limited to certain categories, locations, service formats or job types.

Certificates, checks and insurance

• Public liability insurance may be required for in-person, pickup, home visit, senior support, business visit or neighbourhood work.
• Professional indemnity insurance may be required for tutoring, study support, assignment planning, advice, training, consulting or business support.
• Working with Children Check may be required for school, under-18 or minor-related support.
• Identity, business, licence, qualification or other checks may be required depending on the service category and risk profile.
• Expired, missing, rejected or unreviewed certificates may lock related job categories until updated and reviewed.

Independent provider responsibility

Unless a separate written agreement says otherwise, approved providers are responsible for their own ABN, tax, insurance, licences, qualifications, checks, equipment, conduct and legal obligations.

A00163 provider assignment and ticket-handling obligations

If a support ticket, quote request or help request is assigned to a provider, the provider must use the information only for the approved technology-help task. Providers must not bypass the platform, solicit unrelated work, misuse customer contact details, request unnecessary sensitive information or perform work outside their approved category, certificates, insurance or authority.

We may remove visibility, restrict job types, require further certificate review, suspend access or decline future assignments if a provider misuses support ticket information or creates safety, privacy, conduct or trust concerns.