Privacy policy
This Policy applies as between you, the User of this Web Site and eMatrix Training the owner and provider of this Web Site. This Policy applies to our use of any and all Data collected by us in relation to your use of the Web Site and any Services or Systems therein.
1. Definitions and Interpretation
In this Policy the following terms shall have the following meanings:
"Account": means collectively the personal information, Payment Information and credentials used by Users to access Material and / or any communications System on the Web Site;
"Content": means any text, graphics, images, audio, video, software, data compilations and any other form of information capable of being stored in a computer that appears on or forms part of this Web Site;
"Cookie": means a small text file placed on your computer by eMatrix Training Ltd when you visit certain parts of this Web Site. This allows us to identify recurring visitors and to analyse their browsing habits within the Web Site.
"Data": means collectively all information that you submit to the Web Site. This includes, but is not limited to, Account details and information submitted using any of our Services or Systems;
"eMatrix Training": means eMatrix Training, ADDRESS;
"Service": means collectively any online facilities, tools, services or information that eMatrix Training makes available through the Web Site either now or in the future;
"System": means any online communications infrastructure that eMatrix Training makes available through the Web Site either now or in the future. This includes, but is not limited to, web-based email, message boards, live chat facilities and email links;
"User" / "Users": means any third party that accesses the Web Site and is not employed by eMatrix Training and acting in the course of their employment; and
"Website": means the website that you are currently using (store.ematrix.au) and any sub-domains of this site (e.g. subdomain.yourschool.com) unless expressly excluded by their own terms and conditions.
2. Data Collected
Without limitation, any of the following Data may be collected:
- 2.1 name;
- 2.2 date of birth;
- 2.3 job title & profession;
- 2.4 contact information such as email addresses and telephone numbers;
- 2.5 demographic information such as post code, preferences and interests;
- 2.6 financial information such as credit / debit card numbers;
- 2.7 IP address (automatically collected);
- 2.8 web browser type and version (automatically collected);
- 2.9 operating system (automatically collected);
- 2.10 a list of URLS starting with a referring site, your activity on this Web Site, and the site you exit to (automatically collected); and
- 2.11 Cookie information (see Clause 10 below).
3. Our Use of Data
- 3.1 Any personal Data you submit will be retained by eMatrix Training for as long as you use the Services and Systems provided on the Web Site. Data that you may submit through any communications System that we may provide may be retained for a longer period of up to one year.
- 3.2 Unless we are obliged or permitted by law to do so, and subject to Clause 4, your Data will not be disclosed to third parties. This includes our affiliates and / or other companies within our group.
- 3.3 All personal Data is stored securely in accordance with the principles of the Data Protection Act 1998. For more details on security, see Clause 9 below.
- 3.4 Any or all of the above Data may be required by us from time to time in order to provide you with the best possible service and experience when using our Web Site. Specifically, Data may be used by us for the following reasons:
- 3.4.1 internal record keeping;
- 3.4.2 improvement of our products / services;
- 3.4.3 transmission by email of promotional materials that may be of interest to you;
- 3.4.4 contact for market research purposes which may be done using email, telephone, fax or mail. Such information may be used to customise or update the Web Site.
4. Third Party Web Sites and Services
eMatrix Training may, from time to time, employ the services of other parties for dealing with matters that may include, but are not limited to, payment handling, delivery of purchased items, search engine facilities, advertising and marketing. The providers of such services do not have access to certain personal Data provided by Users of this Web Site. Any Data used by such parties is used only to the extent required by them to perform the services that eMatrix Training requests. Any use for other purposes is strictly prohibited. Furthermore, any Data that is processed by third parties must be processed within the terms of this Policy and in accordance with the Data Protection Act 1998.
5. Changes of Business Ownership and Control
- 5.1 eMatrix Training may, from time to time, expand or reduce its business and this may involve the sale of certain divisions or the transfer of control of certain divisions to other parties. Data provided by Users will, where it is relevant to any division so transferred, be transferred along with that division and the new owner or newly controlling party will, under the terms of this Policy, be permitted to use the Data for the purposes for which it was supplied by you.
- 5.2 In the event that any Data submitted by Users will be transferred in such a manner, you will be contacted in advance and informed of the changes. When contacted you will be given the choice to have your Data deleted or withheld from the new owner or controller.
6. Controlling Access to your Data
- 6.1 Wherever you are required to submit Data, you will be given options to restrict our use of that Data. This may include the following:
- 6.1.1 use of Data for direct marketing purposes; and
- 6.1.2 sharing Data with third parties.
7. Your Right to Withhold Information
- 7.1 You may access certain areas of the Web Site without providing any Data at all. However, to use all Services and Systems available on the Web Site you may be required to submit Account information or other Data.
- 7.2 You may restrict your internet browser’s use of Cookies. For more information see Clause 10 below.
8. Accessing your own Data
- 8.1 You may access your Account at any time to view or amend the Data. You may need to modify or update your Data if your circumstances change. Additional Data as to your marketing preferences may also be stored and you may change this at any time.
- 8.2 You have the right to ask for a copy of your personal Data on payment of a small fee.
9. Security
Data security is of great importance to eMatrix Training and to protect your Data we have put in place suitable physical, electronic and managerial procedures to safeguard and secure Data collected online.
10. Changes to this Policy
eMatrix Training reserves the right to change this Privacy Policy as we may deem necessary from time to time or as may be required by law. Any changes will be immediately posted on the Web Site and you are deemed to have accepted the terms of the Policy on your first use of the Web Site following the alterations.
11. Contacting Us
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61 438 391 500
eMatrix is a specialist provider of communication and soft skills training for teams working in credit, collections, hardship, complaints and customer vulnerability. We have modernised the way frontline staff are trained through short-form videos, interactive workshops, and practical discussions providing them with essential skills in empathy, communication, leadership, and resilience.
We help organisations strike the right balance between organisational performance, regulatory obligations, and human connection.
We help organisations strike the right balance between organisational performance, regulatory obligations, and human connection.
Write your awesome label here.
Content Styles
Call Analysis & Breakdown
Perfect for call centre & support departments that are looking to improve customer service. Typical format is a call is analysed & broken down by a panel of 2 or 3.
Informational Content
Suitable
for educating, informing and engaging by providing knowledge & facts. Examples, background information on a
department, information of a business service
Training & Education
Small text.
Explainer & How To
Suitable for communicating the value & benefits and is the best way to showcase your product or service. Perfect for making complex information easier to understand.
Shorts
Short & sweet videos that are perfect for TikTok, Instagram
Orientation
Suitable for staff, program or product orientation
Interview
Interview of a single subject matter expert in Teams video conference call.
Discussion Panel
Subject matter (up to 3) experts in a Teams video conference discussion.
Write your awesome label here.
8 COURSES
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Debt Collection & Hardship
Master the mindset and mechanics of confident, respectful collections and hardship conversations.
COURSES IN THIS MODULE
The philosophies and personal traits that work well in collections and hardship roles.
Confidently, assertively and respectfully ask for the money.
Questioning styles and techniques that enable greater discovery of a customer's situation.
Techniques to enhance negotiation and the outcome.
Lock in a solution by tailoring the benefit or the consequences.
Tell the difference between won't-pay and can't-pay, and adapt your approach.
Spot the pressure points for small business owners and support them through stress.
What it takes to succeed in collections and how to kick-start the conversation.
6 COURSES
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Family & Domestic Violence
Recognise the signs, respond with care, and support customers and colleagues affected by family and domestic violence.
COURSES IN THIS MODULE
Recognise signs, risk factors and vulnerable groups and know why privacy matters.
Listen for triggers, respond with empathy, ask respectful questions and transfer with care.
Recognise impacts, respect privacy, and support employees safely and effectively.
Understand family and domestic violence in India, its challenges, and support in Australia.
Get to know domestic violence in the Philippines, its impact, and how support works here.
Learn how to spot, speak up and safely step in to help prevent violence against women.
7 COURSES
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Vulnerability
Identify the signs of vulnerability and adjust your approach to support the customer.
COURSES IN THIS MODULE
Recognise the signs of vulnerability and confidently adjust your approach.
Learn what trauma is, its impact, and how to communicate more effectively.
Challenge assumptions and respond with awareness and care.
Understand disability and caring challenges and adjust your approach to support better.
05 Incarceration
Explore how incarceration affects lives and communicate more thoughtfully.
06 Scams
Spot scams, use empathy, manage emotions, and guide customers through tough conversations.
Recognise and support vulnerable customers with the right tools and boundaries.
3 COURSES
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Compliance
Stay ethical, fair and compliant with ACCC and ASIC-aligned programs.
COURSES IN THIS MODULE
Remain compliant, ethical and fair when debt collecting per the ACCC guidelines.
Aligned with ASIC Report 806 — build communication and complaint-resolution skills for vulnerable super members.
Identify vulnerability and provide empathetic, tailored support to customers in hardship.
1 COURSE
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Masterclasses
Short, practical masterclasses that build skills teams can apply immediately.
COURSES IN THIS MODULE
Bite-size sessions equipping customer-facing teams with practical, immediate skills.
9 COURSES
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Customer Engagement
Build trust and likeability through the language, listening and accountability that connect.
How to build trust and likeability.
03 Dirty Words
Replace contractual English with plain English, verbal and written.
Stay positive — negative language is an endorphin killer for you and your customer.
Remove pointed language and neutralise it, particularly when delivering bad news.
No more hiding behind policy — take accountability in your role.
Skills and techniques for building trust and likeability with your customer.
The psychology of connection: the yes-ladder, options, and managing behaviour.
Language that disconnects — and how to adjust to your audience.
5 COURSES
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Wellbeing & Mindset
Practical tools to manage stress, mindset and negativity for a healthier working day.
COURSES IN THIS MODULE
Understand how ego impacts logical thinking and handle emotionally charged customers.
The science of negativity and why 'dumping potatoes' on others isn't constructive.
Practical tools the team can use on an ongoing basis for dealing with stress.
Manage stressful conversations with your colleagues.
Rumination, cortisol, your stress bucket, circle of control, and more.
9 COURSES
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Conflict Resolution
De-escalate with confidence using empathy, neutral language and proven techniques.
COURSES IN THIS MODULE
01 The Cobra
Stay calm by tackling the mindsets that mess up a productive conversation.
02 Social Norms
Influence a customer's behaviour by applying norms.
03 Empathy
Use empathy to restore calm with both customers and staff.
Handle tricky escalations with confidence.
Handle tricky ID and privacy chats smoothly without losing the human touch.
Stay safe in the field by spotting risks and handling tough situations.
Awareness of your own mindset — ego, judgement, negativity — and how to shift it.
Adapt to fight-or-flight triggers and apply empathy without sympathy spirals.
The art of discovery and negotiation to reach the best solution.
3 COURSES
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Other Training Courses
Specialist programs spanning train-the-trainer, cultural awareness and inclusion.
COURSES IN THIS MODULE
Build the confidence and skills to deliver engaging training, virtual or in person.
Cultural awareness and practical skills to engage respectfully with First Nations customers.
Break the stigma and build the confidence to navigate sensitive conversations about suicide.
18 COURSES
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Leadership & Coaching
Lead by example and coach in the flow of work with real-world, practical strategies.
COURSES IN THIS MODULE
Build confidence and a strong leadership mindset while staying connected with your team.
Guide your team, improve onboarding, set goals, and focus on what drives success.
Set the behaviours and standards you want to see in others.
Encourage self-discovery and accountability, and give balanced feedback.
Set professional boundaries while offering appropriate support.
Maintain clear expectations in a productive, supportive environment.
Transform negativity into constructive communication.
Run productive meetings and navigate difficult participants.
Navigate tough discussions with confidence and clarity.
Practical techniques to improve communication when the news is hard.
Identify personalities and handle them professionally.
Understand your style and three common coaching personas.
Eight real-world scenarios for walk-up traffic challenges.
Handle resistance, identify opportunities and drive improvement.
Set professional boundaries while offering appropriate support.
Real-world strategies for the most challenging people-management conversations.
Craft sharp, professional messages with clarity, confidence and the right tone.
Coach confidently in the flow of work and build an empowered culture.