You can submit a complaint, give a compliment or offer a suggestion to help us improve our services.

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If you wish to submit a complaint or offer us a suggestion or compliment, you can choose to speak with  any of our staff directly. If you’re not happy with their response or don't feel comfortable doing that, you can ask to speak to their manager or the General Manager.

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To submit your feedback, compliment or complaint, you can contact us:

• by calling 1300 812 284

• by sending an email to admin@embracefacts.au, or

• submit online via our Feedback and Complaints Form below.

 

What we need from you

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Please be clear, factual, and tell us the outcome you would like. Providing your name and contact details will help us to get in touch and could help to resolve the issue. If you provide feedback anonymously, we won’t be able to respond to you personally but we will take on board your suggestions and feedback, as part of our commitment to continuous improvement.

 

How we’ll respond

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We aim to resolve complaints within 14 working days. If we can’t resolve your complaint or it requires further action (such as an investigation), we’ll explain why and let you know your other options, unless it was an anonymous complaint.

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If we need to contact you, we will call the number you have provided. For privacy reasons, we can’t leave a message, unless your voicemail clearly identifies who you are. We encourage you to have a support person with you during any of our calls and ask that you identify if you have any special needs for the call to take place in a way that is suitable to your needs.