Feedback & complaints
You can raise a concern directly and without fear.
Feedback or a complaint will not reduce your right to respectful service.
Contact Embark directly
Email Admin@embarkpotential.com.au or call (02) 9099 1744. Use “Feedback or complaint” in the subject line.
Tell us what happened, when it occurred, what concerns you and what you would like to happen. Please also state the safest way to contact you and whether you want a written response. You may use a support person or interpreter.
What happens next
- We acknowledge the concern and identify who will handle it.
- Where needed, we clarify the relevant information while protecting privacy.
- We explain the outcome, corrective action or reasons for the decision.
- If you remain dissatisfied, we identify an appropriate review or external complaint pathway.
Independent external options
You do not have to use Embark’s internal process before contacting an external body.
- NSW Health Care Complaints Commission (HCCC) for a health service provided in NSW; for another state or territory, contact the relevant local health complaints body.
- Ahpra for concerns about the conduct, health or performance of a registered practitioner.
- Office of the Australian Information Commissioner (OAIC) for a privacy complaint.
- NDIS Quality and Safeguards Commission where the service or provider falls within its jurisdiction.
Immediate risk
This channel is not monitored for crisis or immediate risk. Call 000 for a life-threatening emergency. For urgent health advice in Australia, call Healthdirect on 1800 022 222.