Contact
One address, and no form.
Everything reaches [email protected]. A form on this page would either be a prop that swallows whatever you typed, or a working one that banks your address and a fingerprint of your browser on the way past. If you want somewhere to start, start with the deploy that went badly.
[email protected] · a person replies, inside 5 working days
Route
1Why a mailbox rather than a form
A form is a data collection point wearing the costume of a convenience.
Every contact form that works sends the message somewhere, and on the way it records an IP address, a user agent and often a set of hidden fields added by whatever anti-abuse service the form provider uses. None of that is disclosed at the moment you press the button, and none of it is necessary for you to ask a question.
A mail client is already installed, already knows who you are, and already keeps a copy of what you sent in a place you control. Sending an email leaves you holding the record rather than us. That is the whole reason.
The address is not obfuscated and it is not routed through a relay. It is a real mailbox read by the people who build the tooling. Sending a message here subscribes you to nothing, since the company runs no mailing list for an address to be added to in the first place.
Timetable
2Subject lines and response times
Putting one of these in the subject line gets your message to the right place faster. None of them is compulsory.
Commitments
3What those numbers actually mean
A response time is only worth publishing if it says what arrives at the end of it.
Five business days
What comes back is an answer to the question, rather than a note confirming your message landed. Where something needs longer to answer properly, that is said inside the five days along with the date it will be answered by.
Thirty days
The period Australian Privacy Principles 12 and 13 set for access and correction. Verifying who you are happens inside that window rather than on top of it. If we refuse a request in whole or in part you get written reasons, the specific ground we rely on, and how to complain about it.
Same or next business day, for security
A first human response, not a fix. Report a suspected problem to [email protected] with Security in the subject line. We would far rather chase a false alarm than miss a real one, and a good faith report will never be treated as hostile or answered by a lawyer.
No telephone number
A company of this size cannot staff a line through business hours without either missing calls or pretending somebody is there. Say in your first email if a call is genuinely needed and one will be arranged.
If we do not satisfy you
The complaint then goes to the Office of the Australian Information Commissioner. Online at oaic.gov.au, by telephone on 1300 363 992, or by post to GPO Box 5218, Sydney NSW 2001. Complaining costs nothing and needs neither our consent nor a solicitor. The Commissioner ordinarily looks for the company to have had its own go at the matter first, which is what the 30 days above are for.
Identity
4The company behind the mailbox
Which entity answers when you write, and the registers that will bear it out.