Complaints & Feedback

Your feedback helps Embrace get better. Whether it's a compliment, a suggestion or a complaint, we will listen, treat you fairly and respond promptly. Raising a concern will never affect the service you receive.

Email: info@embrace-ees.com.au

Phone: 0419 521 701

In person: talk to Karen at any meeting or session.

Peer support programs: talk to your organisation's program coordinator, or contact Karen directly. You can give feedback anonymously if you prefer.

1. Acknowledge: we'll let you know we've received your feedback or complaint within 2 business days.

2. Listen: we'll talk with you as soon as possible to understand what happened and what you would like to happen.

3. Respond: within 10 business days, we'll explain what we found and what we will do. If it will take longer, we'll tell you why and when to expect an answer.

4. Follow up: we'll check you're satisfied with the outcome, and make any changes we have promised.

Clients: we will try mediation, as set out in our client service agreement.

Privacy concerns: you can contact the Office of the Australian Information Commissioner at oaic.gov.au or 1300 363 992.

Consumer concerns: you can contact NSW Fair Trading at fairtrading.nsw.gov.au or 13 32 20.

We keep complaints confidential and share details only with the people who need them. We record feedback, without unnecessary personal details, and review it regularly to improve.