Client Self-Service

To ensure our service delivery is managed effectively, it is imperative that ezispeak deploys a centralized feedback and complaints management system.

How to initiate a complaint or provide feedback:

1. Call the Toll-Free Number associated with your service.
2. Submit a ticket online using our form to the right.
3. Send an email to feedback@ezispeak.com.au with all relevant information including language, date/time of call and the issue.

The above will provide ezispeak with the ability to track the time and date of the call, and language, which is crucial in identifying the root cause of the complaint, issue or feedback raised. Tickets will automatically be sent to the originator to acknowledge receipt.

Please fill out the form to the right to request a call recording. All fields must be completed, otherwise the request will be rejected.

Please note that the email address you supply in the form must be a unique email address from the named agency.

1. Group email addresses will not be approved.
2. Personal email addresses from sites like Gmail or Hotmail will not be approved.

Approved requests will receive an email from ezispeak, with a link to the requested encrypted file on the ezispeak FTP site. Please note that requested recordings must be downloaded from the FTP site within 72 hours of the approved request.

All files downloaded from the ezispeak FTP site must be kept confidential. For further security considerations, please refer to the best practices guide previously supplied.

ezispeak provides comprehensive service reporting – either delivered electronically or by using our online Business Intelligence Platform.

The platform has been designed to capture all necessary request details, including total time of call, connection time, and interpreter time. With our BI Platform, you can interrogate your data by day, week, month, quarter or year as well as language, skill or channel.

Feedback management is also integrated into monthly reporting for clients for a 360 degree view of service quality and performance.