Safeguarding and accessible support policy

Our approach

A person may need extra support because of disability, age, stress, grief, language, digital confidence, financial hardship, scam victimisation, family circumstances or another vulnerability. We aim to explain choices clearly, allow reasonable time and avoid pressure to buy unnecessary services.

Consent and support people

• We seek the customer’s consent before acting on a request wherever the customer can provide it.
• You may ask a trusted support person, nominee, guardian or authorised representative to help communicate.
• We may confirm authority before sharing private information or accepting instructions from another person.
• If we suspect coercion, financial abuse or conflicting instructions, we may pause and ask for safer verification or independent support.
• For children, a parent, guardian or other appropriately authorised adult should be involved.

Senior and family-supported technology requests

• An adult customer remains the decision-maker where they can make the relevant decision, even when a family member, carer or support person helped organise the request.
• Family involvement does not automatically authorise access to the customer's accounts, email, messages, photos, files or other personal information.
• We may confirm a support person's authority before accepting instructions or sharing private information, and we keep access limited to the technology task the customer has agreed to.
• Where possible, we avoid collecting passwords and use safer account-recovery, delegation or customer-entered sign-in methods instead.
• A family member or support person may help explain the problem without taking over the customer's choices.

Accessible communication

Tell us if you need simpler wording, more time, a support person, a different communication method or another reasonable adjustment. We will try to make the service information understandable and usable.

Home and on-site safety

For on-site technology support, we expect a reasonably safe environment for the customer and technician. We do not provide personal care, nursing, therapy, medication management or emergency welfare services. If there is an immediate threat to safety, contact the appropriate emergency service.

Scam and financial safety

We avoid pressure selling. If a customer appears confused, distressed, coerced or affected by a scam, we may pause payment or service steps and encourage involvement of a trusted person or appropriate financial or safety support.

NDIS-related technology support

Your IT & Tech Mates is not a registered NDIS provider. You must not use us for supports funded from an NDIA-managed budget. Self-managed and plan-managed participants may be able to use an unregistered provider for eligible supports, except where the support must be delivered by a registered provider.

We do not decide whether a support is funded, reasonable and necessary, claimable or reimbursable. A participant, nominee, plan manager or the NDIA should confirm the funding position before relying on a quote or invoice. Where we deliver an NDIS support, the NDIS Code of Conduct applies to us as an unregistered provider.

NDIS service agreements

Where a customer intends to use NDIS funding for an eligible technology support and a service agreement is appropriate, the agreement should clearly identify the support, price and payment method, responsibilities, cancellation arrangements, complaint process, duration and how the agreement can be changed or ended.

Complaints without retaliation

A customer or authorised support person can raise a concern without being penalised for making the complaint. Where an NDIS support is involved, external complaint rights with the NDIS Quality and Safeguards Commission may also apply.

Contact us

If you have a question, complaint, privacy concern or need an accessible copy of these terms, contact Your IT & Tech Mates.

Related terms and policies