Safeguarding

Vulnerable Persons Safeguarding Policy

How we aim to support customers experiencing vulnerability, digital exclusion, scam exposure or reliance on others.

Effective date: 14 May 2026

AI and automated information disclaimer: Quick Help responses, AI-assisted suggestions, automated intake classifications, initial estimates, technician-preparation notes, admin reply assistance and automated summaries are general guidance only. They may be incomplete, inaccurate, outdated or unsuitable for your device, account, data, network, repair, scam, cyber-safety, website, email, hosting or software situation. They are not a final diagnosis, official quote, professional certification, safety assurance, legal/tax/financial advice, cyber-forensics report, guaranteed repair instruction or a substitute for technician/admin review. A Your IT & Tech Mates technician/admin must review and confirm the issue, scope, price, quote, invoice, warranty position and next steps before anything is treated as final.

1. Our commitment

We aim to provide patient, respectful and fair support. We do not pressure vulnerable persons to buy services they do not need. We encourage trusted support people to be involved where appropriate.

2. Who may be vulnerable?

A person may be vulnerable due to age, disability, cognitive impairment, grief, stress, domestic/family violence, financial hardship, language barriers, digital exclusion, scam victimisation, isolation, illness, reliance on another person or limited technology confidence.

3. Consent and authority

We seek consent before contacting a referred person.
We may ask whether a support person, guardian, carer or family member should be involved.
We do not accept instructions from a third party if we suspect the customer does not consent or is under pressure.
For minors, a parent/guardian or responsible adult should be involved.

4. Scam and cyber safety

If a customer appears affected by scam, coercion, account compromise or urgent cyber risk, we may recommend safety steps such as contacting their bank, securing accounts, reporting to Scamwatch/ReportCyber, and involving a trusted support person.

5. Financial and service safeguards

We explain costs, quote status and payment steps clearly.
We avoid unnecessary upselling.
We may pause work if the customer seems confused, distressed or pressured.
Referral rewards may be declined where a vulnerable person appears pressured or exploited.

6. NDIS and government funding

We do not claim to be NDIS-approved or government-endorsed unless expressly and lawfully stated in writing. Customers using funding must confirm their own eligibility and claim process.

7. Privacy and sensitive information

We collect only information needed to assist. We avoid collecting unnecessary sensitive information and do not request PINs, passwords, TFNs, MFA codes or banking codes through public forms.

8. Complaints

Concerns can be raised by the customer, a trusted support person or an authorised representative by contacting [email protected] or 0452 323 571.