Safeguarding and accessible support policy
How we aim to provide respectful technology support without pressure, exploitation or unnecessary barriers.
Our approach
A customer may need extra support because of disability, age, stress, grief, language, digital confidence, financial hardship, scam victimisation or another circumstance. 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 where the customer can provide it. You may ask a trusted support person, nominee, guardian or authorised representative to help. We may confirm authority before sharing private information or accepting instructions from another person.
Adults remain the decision-maker
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, messages, photos or files.
Accessible communication
You may ask us to slow down, explain a step in plain language, provide information in a different format or allow a support person to assist. We will make reasonable efforts to reduce unnecessary barriers.
Home and on-site safety
Customers and workers are entitled to a reasonably safe environment. We may pause or leave an on-site service if there is an immediate safety risk, aggression, unlawful activity or a condition that cannot reasonably be managed.
Scam and financial safety
We do not want customers to make decisions under pressure. If we suspect coercion, financial abuse or suspicious payment instructions, we may pause and ask for safer confirmation before proceeding.
NDIS-funded technology support
Where technology support is NDIS-funded, we aim to respect the participant’s rights, preferences and chosen supports. The NDIS Code of Conduct can apply to providers and workers who deliver NDIS supports, including unregistered providers. Any price, cancellation or claiming rule that applies to the support will be followed.
Complaints without retaliation
You may raise a concern through My Tech Help or the legal contact details below. Making a complaint will not be used as a reason to reduce your lawful rights or treat you unfairly.
Your Australian Consumer Law rights
Nothing in these terms excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified under the Australian Consumer Law or another applicable law.
Depending on the circumstances, remedies for a problem with goods or services may include repair, replacement, re-supply, refund, cancellation or compensation for reasonably foreseeable loss or damage.
Senior laptop purchases and family assistance
Senior customers may take extra time, ask for plain-language explanations or involve a trusted family member or support person when choosing a laptop. We aim to explain the available unit, starting and final price, optional setup, warranty information and alternatives without pressure.
A family member or carer may help arrange a purchase, but an adult senior customer remains the decision-maker where they can make the relevant decision. We may confirm authority before sharing private information, changing accounts or accepting instructions from another person.
Human alternatives and reminder choices
You can ask to speak with a person, take time to review an enquiry or quote, use a support person with appropriate authority, or request an accessible alternative to the automated process. A suggested senior/NDIS category, confidence score or difficulty using a form is not a judgment of capacity, funding eligibility or credibility.
Optional reminders must not be used to pressure a customer into paid work or a quicker decision. Declining them, not replying to one, or asking to correct an AI summary does not waive rights or itself authorise a fee. We confirm the intended decision-maker and any separate payer before relying on a representative’s instruction; shared family access is not blanket permission to disclose private records.
Please provide only disability, health or other sensitive information reasonably needed for support, safety or an authorised funding purpose. If automated processing is unsuitable for that information, contact the team before uploading it. Urgent danger should be handled through appropriate immediate assistance, not an unmonitored enquiry or reminder.
Contact us
For new help, use Start request. For an existing request, service question, complaint or warranty issue, use My Tech Help.
For privacy, legal or accessibility requests, email [email protected] or write to Chatsifieds.com Pty Ltd (ABN 51 620 592 403), 15 Evenglow Drive, Wollert VIC 3750.