Vulnerable Persons & Safeguarding Policy – Your IT & Tech Mates

Effective Date: 26 February 2026

1. Purpose

Your IT & Tech Mates (“we”, “us”, “our”) provides in-home and remote IT support services across Australia, including services to seniors, NDIS participants, and individuals with disability or limited digital literacy.

This Vulnerable Persons & Safeguarding Policy outlines how we protect the safety, dignity, privacy, and financial wellbeing of vulnerable clients during service delivery.

This Policy should be read together with our Terms of Service, Privacy Policy, and Complaints & Internal Review Policy.

2. Who Is a Vulnerable Person?

For the purposes of this Policy, a vulnerable person may include:

  • Seniors or elderly individuals;
  • NDIS participants;
  • Individuals with cognitive or physical impairments;
  • Persons receiving aged care or disability support;
  • Individuals with limited digital or financial literacy;
  • Any person reasonably considered at increased risk of exploitation or harm.

This definition is protective and does not create additional statutory obligations beyond applicable law.

3. Our Safeguarding Commitment

Your IT & Tech Mates commits to:

  • Delivering respectful, patient, and professional IT support;
  • Preventing financial exploitation and scam exposure;
  • Protecting personal and device data;
  • Communicating clearly and in plain language;
  • Encouraging trusted family/carer involvement where appropriate;
  • Investigating complaints promptly and fairly.

4. Staff Screening & Suitability

Where services involve in-home visits or direct interaction with vulnerable persons, we may require:

  • National Police Checks;
  • Working With Children Check (where legally required);
  • Verification of qualifications and technical competency;
  • Professional conduct agreements;
  • Public liability and professional indemnity insurance coverage.

Submission of false credentials may result in immediate termination of engagement.

5. Professional Conduct Standards

Our technicians must:

  • Explain issues and solutions in plain, non-technical language;
  • Obtain informed consent before accessing devices or accounts;
  • Never request unnecessary passwords;
  • Encourage clients to enter passwords themselves where possible;
  • Not retain login credentials after a session unless explicitly authorised;
  • Maintain professional boundaries at all times;
  • Decline gifts, loans, or financial arrangements outside agreed service fees.

6. Remote Access Safeguards

Where remote support software is used:

  • Client consent is obtained before connection;
  • Sessions are limited to necessary scope and duration;
  • Clients may terminate remote access at any time;
  • Persistent remote access is not installed without clear agreement;
  • Access credentials are not stored unless required and authorised.

7. Financial Safeguards & Scam Prevention

Seniors and NDIS participants are often targeted by scams. As part of our service, we:

  • Alert clients to suspicious pop-ups, phishing emails, and scam calls;
  • Refuse to process suspicious financial transactions;
  • Advise clients to verify unusual payment requests;
  • Encourage involvement of a trusted contact if financial risk is identified.

We do not provide financial or investment advice.

8. NDIS & Funding Transparency

Where services are funded through NDIS or similar programs:

  • Invoices are transparent and itemised;
  • Services align with agreed scope;
  • We do not misrepresent registration status;
  • Clients remain responsible for funding eligibility unless otherwise agreed.

9. Privacy & Data Protection

We handle personal information in accordance with the Privacy Act 1988 (Cth) and our Privacy Policy.

Technicians must:

  • Access only data necessary for service delivery;
  • Not copy personal files unless required;
  • Securely delete temporary troubleshooting files;
  • Maintain strict confidentiality.

10. Reporting Concerns

If a client, family member, or carer believes a safeguarding issue has occurred, they may contact:

Email: [email protected]
Phone: [Insert Phone Number]

Complaints are handled confidentially under our Complaints Policy. Where serious harm or criminal conduct is suspected, we may cooperate with authorities.

11. Incident Response

If a safeguarding concern arises, we may:

  • Immediately suspend technician access;
  • Conduct internal investigation;
  • Notify insurers where required;
  • Cooperate with regulators or law enforcement.

12. Australian Consumer Law

Nothing in this Policy excludes or limits non-excludable rights under the Australian Consumer Law.

13. Policy Updates

We may update this Policy to improve safety standards. The latest version will always be available on our website.

14. Contact

Your IT & Tech Mates
Australia
Email: [email protected]