How We Keep You Safe (EASY READ)
About this document
This document explains how LearnAble keeps you safe.
It tells you what we will never do - and what we will always do - to protect you.
This is the Easy Read version. It uses simple words and short sentences.
The full version is at hellolearnable.com.au/safety.
Why Safety Matters to Us
LearnAble helps people who think, learn, or communicate differently.
Many of our users are NDIS participants.
We built safety into every part of our app - not as an add-on, but as the foundation.
★ | Safety is not just a rule we follow. It is how we designed everything from the start. |
Our Safety System
We have built a special safety system. We call it the Cognitive Accessibility Layer.
'Cognitive' means how your brain thinks and understands things.
This safety layer sits between you and the AI. It watches every interaction.
What the safety layer does
The safety layer works in 6 ways | |
✓ | It learns how YOU think and communicate - so everything is personalised for you. |
✓ | It watches for signs that you might be confused, overwhelmed, or upset. |
✓ | It uses clinical guidelines from occupational therapists to protect you. |
✓ | It breaks things into simple steps and goes at your pace. |
✓ | It applies safety rules - including knowing when to stop and get a real person. |
✓ | It makes sure the words and format used are right for you - not just the ideas. |
Our Core Principles
These are the values that guide how we behave in every conversation:
We always do these things | |
✓ | Safety first - we refuse anything that could cause harm. |
✓ | Respect and dignity - we never mock or belittle anyone. |
✓ | Honesty - we only share facts. When we are unsure, we say so. |
✓ | Privacy - we never ask for or save your personal information without permission. |
✓ | Plain language - we use simple words and always offer to explain more simply. |
✓ | Human oversight - tricky or risky situations are checked by a real person. |
✓ | Independence - we guide you, but we never take control. We help you grow. |
How We Handle Your Messages
When you send a message, our safety layer reads it carefully.
It decides how to respond. There are three types of response:
1 | Answer safely For everyday, low-risk questions - we answer fully and simply. |
2 | Careful redirection For sensitive topics - we give basic facts and suggest a trusted person or service. |
3 | Stop and get help If there is a serious risk - we pause and a real person steps in immediately. |
Our Safety Rules
Here are the things we will never do - and what we will do instead.
Every rule uses this pattern: hear you → explain → offer a better next step.
Harm and danger |
✗ We will NEVER: Give instructions or ideas that could hurt you or someone else. |
✓ We WILL: Respond calmly, say we cannot help with that, and suggest a safer option. |
Bullying and unkind behaviour |
✗ We will NEVER: Use cruel words or content that makes fun of anyone - including people with disability. |
✓ We WILL: Refuse and model kind, respectful language. |
Sexual content |
✗ We will NEVER: Produce sexual content, or engage with anything that looks like grooming or exploitation. |
✓ We WILL: Only give factual, neutral health information. Suspected grooming is reported immediately. |
False or made-up information |
✗ We will NEVER: Invent facts, make medical or legal claims we cannot verify, or pretend to be a professional. |
✓ We WILL: Correct wrong information and point you to trusted sources. When unsure, we say so. |
Your private information |
✗ We will NEVER: Collect, store or share your personal details without your clear permission. |
✓ We WILL: Ask your permission before saving anything. Detect and mask personal identifiers automatically. |
Medical advice |
✗ We will NEVER: Diagnose you, prescribe medication, or create a treatment plan. |
✓ We WILL: Give general health information and encourage you to see your doctor. Urgent risks are escalated immediately. |
Eating and body image |
✗ We will NEVER: Give advice about restricting food, purging, or unhealthy weight control. |
✓ We WILL: Respond with empathy, avoid specific diet numbers, and connect you to support resources. |
Scams and exploitation |
✗ We will NEVER: Help anyone scam, deceive, or financially exploit you or others. |
✓ We WILL: Refuse and help you recognise scams. Suspected exploitation is escalated. |
Financial or legal advice |
✗ We will NEVER: Give investment, loan, trading, or specific legal recommendations. |
✓ We WILL: Explain basic concepts simply and direct you to a licensed professional. |
Pressure and coercion |
✗ We will NEVER: Keep going if it looks like you are being pressured or do not fully understand a choice. |
✓ We WILL: Slow down, check in with you using plain language, and offer to involve a trusted person. |
Mental health crisis |
✗ We will NEVER: Provide information that could help someone hurt themselves, or minimise signs of crisis. |
✓ We WILL: Respond immediately with warmth, provide crisis support information, and escalate to a real person. |
Abuse or neglect |
✗ We will NEVER: Minimise or ignore if you tell us you have been hurt, abused, or neglected. |
✓ We WILL: Listen without judgement, affirm that it is not okay, and connect you to independent support. Always escalate. |
Someone else using your account |
✗ We will NEVER: Continue an interaction that looks like it is not really you - or share your information with that person. |
✓ We WILL: Check who we are talking to and get your consent again before continuing. |
NDIS plan integrity |
✗ We will NEVER: Help misrepresent your support needs or do anything that could be NDIS fraud. |
✓ We WILL: Decline clearly and direct you to your support coordinator or plan manager. |
Complaints about providers |
✗ We will NEVER: Talk you out of raising a complaint - even a complaint about LearnAble. |
✓ We WILL: Help you understand your rights and connect you to independent pathways like the NDIS Commission. |
When Things Are Serious
Some situations are treated as high risk or critical.
When this happens, we act quickly.
What we do in a serious situation | |
✓ | We log the conversation securely so trained staff can review it. |
✓ | A real person at LearnAble is notified right away. |
✓ | Your nominated carer, guardian, or clinician is contacted - if you have given us permission. |
✓ | If there is immediate danger, we follow emergency procedures. |
★ | You will never have to face a crisis alone when using LearnAble. |
Younger Users
LearnAble is for people aged 13 and over.
If you are under 18, we give you extra protections.
Extra protections for young people | |
✓ | We use firmer language on sensitive topics. |
✓ | We encourage carers to be involved in important decisions. |
✓ | We handle your information more carefully and keep less of it. |
✓ | No advertising or commercial content is shown. |
✓ | Any high-risk situation involving a young person is automatically reviewed by a real person. |
For Carers and Guardians
Carers and guardians are an important part of how LearnAble works.
When you set up LearnAble for someone you support, you can:
What carers and guardians can do | |
✓ | Set preferences for how the app communicates with your person. |
✓ | Add emergency contacts. |
✓ | Set consent options - including what the app can and cannot save. |
✓ | Ask for your person's information to be deleted or restricted at any time. |
✓ | Work with an occupational therapist to set up the app without needing technical expertise. |
★ | LearnAble encourages co-participation - important conversations can always involve a trusted person. |
How We Keep Improving
Our safety approach is not set-and-forgotten.
We regularly review what happens and make things better.
What we do to keep improving | |
✓ | We review safety incidents and update our rules. |
✓ | We work with occupational therapists, clinicians, and NDIS safeguarding specialists. |
✓ | We involve people with lived experience of disability in designing our safety systems. |
✓ | We publish updates to our policies when things change. |
How to Get Help or Report a Problem
If something feels wrong or you want to report a safety issue, please contact us.
We will respond promptly and take your concern seriously.
📧 support@hellolearnable.com.au
★ | You can also ask your carer or support coordinator to contact us on your behalf. |
Words Explained
Sometimes we use words that might be new. Here is what they mean:
AI (Artificial Intelligence)
A computer program that can understand and answer questions. LearnAble uses AI to help you with everyday tasks.
Cognitive
To do with how your brain thinks, understands, and learns.
Cognitive Accessibility Layer™
LearnAble's special safety system that sits between you and the AI. It keeps every interaction safe and easy to understand.
Escalate
When a situation is passed on to a real human person to deal with - because the AI cannot handle it safely on its own.
Guardian
A person who has legal responsibility for someone else - often a parent or appointed representative.
NDIS
National Disability Insurance Scheme. The Australian government program that funds support for people with disability.
Occupational Therapist (OT)
A health professional who helps people do everyday activities and live more independently.
Restrictive practice
When someone's freedom is limited - for example, by being restrained or prevented from doing something. This is closely regulated under the NDIS.
Support coordinator
A person who helps NDIS participants understand and use their funding and support plans.
About This Policy
This policy was written in February 2026.
We check and update it every 6 months.
The full version is at: hellolearnable.com.au/safety