FAQs about email support
What is Email support?

Email support involves written correspondence with a counsellor via email about whatever issue concerns you. You may only need to email once, or you may choose to have ongoing email contact.


How long will it take for you to reply to my email?

We aim to reply within 48 hours. If you email over the weekend it may take us a little longer to reply.


How secure is email support?

Redkite’s email support is supported by a stable email service but please be aware that some computer glitches are out of our control. We will do our best to reconnect with you as quickly as possible in the event of communication problems. Please be aware of your own email security when corresponding with us.


What about hackers and viruses?

Redkite endeavours to ensure email security at all times however, we are not able to guarantee against hacking or virus exchange.


I don’t want anyone to know I am emailing Redkite…how do I do this?

Our counsellors will reply to the address you sent your email from. If other people have access to your computer or email address and you don’t want them to see your email or our replies we suggest you:
  • Don't leave emails open on your screen
  • Print out emails to keep somewhere private, rather than leaving them on your computer
  • Delete emails from your inbox, sent folder and recycle bin/deleted items folder
  • Or you can set up a free email account like Yahoo, Hotmail or Google
  • Protect your password. Do not let your computer or email provider ‘remember’ your password on the computer you are using

What happens to the emails I send?

Your email is sent directly to one of our counsellors and you will receive a reply within 48 hours. If you email us over the weekend, it may take an extra day or two.


Is there any cost?

Email support is cost free as long as you are already connected to the internet.


Feedback

We encourage feedback from everyone who uses Redkite services. This helps us understand more about what you need, what works and what doesn’t. We want to continuously learn and improve our services.
 
If you have a complaint or compliment or any other feedback about our services we encourage you to email us at support@redkite.org.au or telephone 1300 722 644. All complaints are referred to management for review and response.