POL-11 — Social Media & Communications Policy

Professional communication standards protect participant privacy, create auditable records, and prevent the boundary issues that informal digital channels create in care relationships.

Document reference	POL-11
Version	v1.1 (supersedes v1.0)
Status	Current — Authoritative
Changes in v1.1	Permitted SMS to Director's phone (not staff phones) for scheduling and general enquiries. Clarified channel exclusions. Documentation practice for significant SMS added.
Review cycle	Annual

1. Approved Communication Channels

Channel	Approved use
Email — alex@convi.au	Preferred channel. All formal communication, service agreements, invoicing, complaints, incident reports, anything requiring a written record.
SMS to Director's phone — +61 494 574 786	Permitted for scheduling, session changes, cancellations, general enquiries. To the Director's phone only — not to any other CONVI staff.
Phone — +61 494 574 786	Urgent matters, incidents, or situations requiring immediate response.
Microsoft Teams	Where set up at onboarding. Primary internal communication tool for Director-to-worker communication.

SMS messages to the Director's phone are welcome for everyday matters. For formal complaints, incidents, or communications containing sensitive health or financial information — use email. Significant SMS communications may be noted in CONVI's records for continuity purposes.

2. Channels That Are NOT Approved

SMS to any CONVI staff phone other than the Director's phone
WhatsApp — for any CONVI business purpose
Personal social media messaging (Facebook Messenger, Instagram DM, Snapchat, TikTok DM, etc.)
Personal email accounts (any email other than @convi.au)

If a participant or family member contacts a CONVI worker through an unapproved channel, the worker acknowledges receipt politely, does not discuss support matters through that channel, and directs them to the Director via approved channels.

3. Worker Personal Social Media — What Workers Must Never Post

Any content identifying or capable of identifying a participant, their family, or their circumstances
Any description of, or reference to, a session, incident, or participant interaction — even anonymised
Photos, video, or audio of participants, their homes, or their support environments
Negative, disparaging, or judgmental commentary about participants, families, or other providers
Content claiming to represent CONVI

Personal Social Media Connections

Workers must not connect with participants or their family members on personal social media accounts, accept follow requests from them, or follow their accounts. If a request is received, decline without comment and notify the Director.

4. Photographing and Filming Participants

Workers must not photograph, film, or record audio of participants without documented written consent and a specific, Director-approved purpose. Even where consent exists, material is never shared on personal social media and must be stored securely.

5. Professional Communications Standard

All communications made in connection with CONVI business must be professional in tone, must not disclose participant information to unauthorised parties, and must not include discriminatory, offensive, or inappropriate language.

6. Breach

Breach of this policy — including sharing participant-identifiable content, communicating with participants through unapproved channels, or inappropriate social media conduct — is a serious breach of the Code of Conduct (POL-02) and may result in disciplinary action, including termination and referral to the NDIS Commission.

POL-11 | v1.1 | May 2026 | Convi Pty Ltd (ACN 677 127 703) as Trustee for Attard Family Australia Trust | ABN 60 342 025 267

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