Complaints Policy

Last updated: 29 May 2026

We take complaints seriously and handle them fairly, promptly, and in line with the Australian Consumer Law (ACL).

How to lodge a complaint

Email contactuse@ecovibrant.world, call +61 2 9745 1668, or write to Gate 1, Unit A19/161 Arthur St, Homebush West NSW 2140, Australia. Include your name, contact details, enrolment reference (if any), and a clear description of the issue.

Our process

1. Acknowledgement — within two business days.
2. Assessment — a nominated manager reviews records and speaks with involved staff.
3. Outcome — we aim to provide a written response within 14 business days. Complex matters may take longer; we will keep you informed.

Possible outcomes

Depending on the facts, we may apologise, clarify information, offer a partial credit, reschedule sessions, or provide a refund where required under the ACL or our Return Policy.

External options

If you are not satisfied with our response, you may contact NSW Fair Trading or the Australian Competition and Consumer Commission (ACCC) for guidance. Nothing in this policy limits your statutory rights.

Privacy complaints

For concerns about personal information, see our Privacy Policy. You may also contact the Office of the Australian Information Commissioner (OAIC).