Author Archives: FeelGood


Our body is very intelligent. It is constantly capable of maintaining balance and harmony in all its systems and on all levels of its expression. However, there are times in our lives when certain challenges create stress which can affect the fine balance that exists within us. It is at these times of disharmony and imbalance that homeopathic medicine can be a great support.

The homeopathic medicine is chosen to stimulate the body’s innate ability for self-healing in order to restore vitality and health. Homeopathy is a safe, gentle and effective complementary medicine. It is suitable for all ages and at any stage of life. Every stage in life brings its gains and its challenges both physically and emotionally. Homeopathic treatment eases the impact of these challenges whether it is given on its own or as an adjuvant to other complementary or conventional treatments.

Flower Essences

Flower essences can assist by creating emotional balance and support when addressing specific areas of your personal development. They can also treat emotional and energetic imbalances surrounding physical ailments and mental health symptoms such as anxiety and depression. Essentially they are used to encourage self-awareness, a vital key to unlocking health and wellbeing potential on all levels.

Flower essences are a form of vibrational medicine similar to homeopathy. They are created via the water soluable properties of the flower or plant and are quite different to Essential Oils. The liquid used is a potentised derivitive which contains the signature or personality of the flower which we gain to strengthen and support us when taken as drops under the tongue. The only taste is of diluted brandy which is used to preserve the water.

Because flower essences contain no physical or biochemical active ingredients of the plant or flower they are safe to take alongside perscribed medicine. For this reason they are known as a complimentary medicine. They are also known as a wholistic (holistic) therapy as they treat the whole person on multiple levels, be it physical, mental, emotional or spiritual. They are an ideal accompaniment to other natural therapy treatments and counselling.

NLP & Hypnotherapy

Neuro Linguistic Programming (NLP) is the relationship between how we think (neuro), how we communicate (linguistic) and our patterns of behaviour and emotion (programmes).

NLP can help you programme your ‘vice’ into something you detest (great for food cravings), change negative beliefs, patterns & habits, eliminate phobias, increase motivation, and anchor positive emotional states.

Hypnotherapy is a technique which ties in beautifully with NLP. Hypnosis is a natural relaxed state; we enter in and out of a few times on an average day. For example, if you drove home tonight; do you remember the entire journey? No, because you were in a hypnotic trance. Ever tried to talk to someone glued to the TV, and can’t get through; yes, they were in a hypnotic state.

Hypnotherapy works by inducing a hypnotic state, which allows us to communicate directly with the unconscious mind. The unconscious mind controls our habits. During hypnosis, you are in control at every moment and will not do anything against your will.

NLP Hypnotherapy is great for increasing self confidence, reducing cravings, achieving goals, increasing success, reducing negative thoughts, reducing anxiety, eliminating addictions, quitting cigarettes, and weight loss.

Naturopath & Herbalist

What is a Naturopath / Herbalist?

A Naturopath works under the premise that the body has the capacity to heal itself if given the right conditions. Dis-ease is caused by a unique combination of factors (including biochemical, environmental, social, physical, emotional and mental factors) which are different in each person. By taking all these factors into consideration, the Naturopath aims to treat the cause of the problem. They identify and remove obstacles to the body, allowing it to bring itself back into homeostasis.

Part of the process of aiding the body to heal is to recognise areas of weakness in the body and to support and strengthen these systems. For example, if you have a cold, instead of targeting the virus or bacteria and suppressing symptoms, we work with the body by enhancing the immune system and other channels of elimination.

What conditions can Naturopathy / Herbal Medicine Treat?

Naturopathy can be applied to almost any health condition. Not only to treat existing conditions but to maintain health and prevent disease.

Cardiovascular – hypertension, high cholesterol

Children’s Health Care

Detoxification Programmes

Digestive Complaints – IBS, heartburn, bloating, constipation, diarrhoea

Female Reproductive – menstrual problems, menopause, endometriosis, heavy bleeding

Immune Disorders – recurrent infections, Chronic Fatigue Syndrome

Male Health Care

Musculoskeletal Conditions – arthritis, fibromyalgia

Pre-conceptive and Pregnancy Health Care

Respiratory Conditions – cold & flu, asthma, hay fever, sinusitis

Skin Disorders – eczema, psoriasis, acne

Stress – lack of energy, anxiety, depression, insomnia, headaches and migraines

Urinary – urinary infections


Kinesiology embraces a range of health disciplines, and uses gentle manual muscle testing to monitor information about a person’s wellbeing.

Kinesiology originated in the 1960’s through the work of an American Chiropractor, George Goodheart D.C who used muscle testing to evaluate muscle function, posture and general body imbalances. Since this time there has been many inspiring contributors to the evolution of this holistic therapy.

Muscle monitoring is a powerful tool for rapidly locating and establishing the nature of various energetic imbalances or disharmonious patterns within the individual. The body/limb is placed into a specific position and gentle pressure is applied. The muscle will either ‘hold’ (i.e. the body/limb will remain in position) or the muscle will ‘unlock’. Thus the state of a muscle may communicate what is out of balance in the body and what treatment is needed to alleviate each stress condition present in the body. The client’s biocomputer indicates the therapy needed. Having identifies the factors that block the body’s natural healing process, the dysfunction’s are rectified by attention to reflex and acupressure points; the use of specific body movements and nutritional support.

Kinesiology combines Western techniques with Eastern wisdom (Chinese, Indian and Tibetan) to promote physical, emotional and spiritual health. What can Kinesiology be used for? Any stress in the body, whether physical, emotional, biochemical or physiological may benefit from kinesiology. Kinesiology simply is a de-stress technique. Through muscle monitoring it is possible to identify the contributing stress factors to a condition and ask the body what it needs for ‘balance’ to be reinstated.

Wholistic Counselling

Wholistic Counselling is an alternative counselling model which honours the interconnection of all aspects of our health and well-being, be it physical health, mental wellness or our spiritual development and how our emotions interweave between them. Physical health includes tuning in to the cues our body sends us in the form of illness, discomfort or felt sensations. On the mental plane our thoughts, beliefs and patterns of behaviour can be brought into our awareness to be reevaluated and new beliefs and patterns can be formed that are more helpful and relevant to our current life. Our spiritual development looks at the souls journey and our connection to our authentic self, to all others and all of life.

Hartington’s Wholistic Counselling Practioners: Allison Ross

Relationship Counselling

Relationship Counselling

All committed relationships experience stressful times. Often this stems from poor communication, or a sense of unmet need, and a loss of self in relationship.

Relationships can, over time, spiral into an unhappy grid-lock, wherein neither partner feels understood or cared for. If this pattern is allowed to go unchecked, resentments will invariably fester. This resentment is often loaded with hurt, anger, disappointment, frustration and powerlessness. These emotions have a corrosive effect on any relationship. Ultimately the good-will that was originally there in abundance, runs dry. We back away from each other, our guard is up, and intimacy is lost.

Relationship counselling provides the space for couples to gain insight into these difficult dynamics. We learn to hear each other in new ways. We learn to value difference, and to negotiate our needs. We gain new skills and strategies for moving the relationship forward, and to improving or restoring the health and well-being of the relationship. We restore good-will and intimacy.

What to expect

It is difficult to predict how many sessions a couple may need. Obviously, the sooner couples recognise there is an issue they can’t resolve or that keeps recurring, the better. Frequently though, by the time a couple present for relationship counselling, the issues may be quite long-standing. Entrenched patterns and grievances obviously take longer to dislodge.

It is reasonable to expect to commit to a minimum of 6 regular sessions. Remember, these problems and issues have been there for a long time. On the other hand, it isn’t unusual for couples to be in therapy for 1-2 years. In this instance, deeper work is achieved on many different levels. Having said that, most couples will find 3-6 months of relationship counselling to be an excellent investment in the well-being of their lives, both individually, and as a couple.

Individual Support

Sometimes, couples can not agree to attend relationship counselling together. It is often very useful for one person to look at the relationship dynamic through individual sessions. When even one person shifts his or her perspective, it can have a powerful ripple effect.

Exploration, Reconciliation, Separation & Rebuilding

At the start of relationship counselling, we may not know which of these will be the outcome. This can cause a great deal of anxiety. With this in mind, it is worth mentioning that our couples’ counsellors understand that there is often a lot at stake, and that to embark on relationship counselling takes considerable courage. We are mindful and respectful of each person’s vulnerability.

It may help to approach the couples’ work by thinking about it as an exploration. Together, we will explore questions and themes such as: How did we arrive at this place? What is it that each of us has contributed to this situation? What is it that I bring into this relationship, what is it that you bring in? What issues are mine/your/ours? What needs to change? What gets in the way of my/our needs being met? Where to from here?

Same Sex Relationships

Our counsellors are experienced in working with same sex attracted men and women, both individually and in couples.


As the Hartington Centre isn’t a government-run organisation, we do not receive any funding. This means that our therapists work independently, setting their own fees. However, if you are experiencing financial difficulty, practitioners are often willing to negotiate their fees, so please feel free to discuss this.


There are several counsellors specialising in relationship counselling at Hartington. Please see: Tony Jackson, Julie Twohig, Jo Marston and Samantha Bladon’s profiles for information on specific counsellors.

If you would like more information, please direct your enquiries to the Psychotherapy and Counselling Practice Manager,
Julie Twohig, on 9482 1888.

Psychology, Counselling & Psychotherapy

When do we seek the services of a Psychotherapist, Psychologist or Counsellor?

During times of uncertainty and change, psychotherapists, psychologists and counsellors can assist us to work with the various challenges life invariably presents. The confidential and respectful nature of the counselling relationship creates a safe context for us to begin the process of getting in touch with what it is that we need, and to truly experience our feelings. We come to an understanding of what is getting in the way of our achieving a sense of well being, while learning more helpful ways of relating and of being in the world. The therapeutic experience is a deeply supportive, sometimes challenging, and richly rewarding process.

At this very moment you might be struggling with problems, big or small. You may be feeling confused, sad, angry or alone in some way. You might be concerned about someone you love, or simply keen to take more control over your life so that you can start living in a way that feels more complete. Whatever it is that you are going though, or wishing for, I promise you something: your life will become easier if you allow yourself the help of others from time to time.’ Shopping For a Shrink, by Todd Zemek

What to look for when choosing a counsellor

Psychotherapy, Psychology or Counselling?

It is difficult to make a succinct distinction between psychology, counselling and psychotherapy. However, it is probably fair to say that psychology and counselling tend to be shorter-term, solution-focused work. Their aim is to provide skills and strategies for the relief or cessation of symptoms. Psychologists and counsellors generally employ a Cognitive Behavioural Therapy (CBT) approach, which is to say that they challenge and modify the ways our thoughts affect our emotional well being. Some psychologists may also offer psychotherapy if they have undergone further studies.

Psychotherapy is different to psychology and counselling in that its aim is to address the causes underlying the symptoms, that is to say, the reasons why the symptoms appeared in the first place. For this reason, psychotherapy is often longer-term work. The therapist’s role is to help the client gain a deep understanding of the cause of distress or unhappiness and its impact on our lives and the lives of others, whilst challenging the unhelpful ways that we currently respond to the stresses in our lives. It is through the growing awareness and appreciation of our underlying and sometimes unconscious material that we begin to heal and blossom.


Qualifications are by no means the full story, but they certainly help! Appropriate training can ensure that the therapist or counsellor you choose has a deep understanding of the theoretical and experiential nature of their particular field of counselling, and as such, will most likely be affiliated with a recognised counselling association.

Does the counsellor belong to a recognised counselling association?

Without a personal recommendation from a friend or other health professional, it can be tricky when deciding who to see. Because choosing a counsellor can be a difficult task, it is worth checking to see whether the psychotherapist, psychologist or counsellor is affiliated with a recognised counselling association. If you Google their association, you will quickly discover the counsellor or therapist’s level of training and experience, as each association has different levels of membership according to the therapist’s years of training, experience, supervision and professional development. These associations help to ensure that you are receiving a high standard of professionalism, experience and accountability. This information can take some of the stress out of selecting a counsellor!


Your relationship with your counsellor is going to be the most important factor when choosing a counsellor / therapist. Obviously, relationships take time to grow. However, for the work to be productive, you need to feel a positive connection with your counsellor (even if you are initially somewhat anxious!) Empathy, positive regard, good listening ability and skill are the essential ingredients of a good counsellor that will assist you to feel safe and supported.


It’s important to feel comfortable with the setting and environment ~ does the counsellor’s room ensure privacy? Is it aesthetically pleasing to you? Can you relax? The Hartington Centre is situated within a delightful Edwardian house, with 6 practice rooms plus reception. This non-clinical environment helps make being at Hartington a pleasure.

First Contact with a Practitioner

Feel free to spend a few minutes talking to a prospective counsellor or therapist. You may want to ask about their qualifications, experience, approach, availability and fees. The counsellor may ask you to briefly describe the issues or concerns you have, to make sure she or he is the best person for you. Already you are gaining a sense of each other. The first consultation will be another opportunity to ask questions and to gauge more fully whether you wish to pursue a counselling or therapeutic relationship with this practitioner.


As the Hartington Centre isn’t a government-run organisation, we do not receive any funding. This means that our therapists work independently, setting their own fees. However, if you are experiencing financial difficulty, practitioners are often willing to negotiate their fees, so please feel free to discuss this.

Medicare offer a cost-effective means of acquiring short-term counselling, via the Better Access to Mental Health Care plan. You will need a GP’s referral to access this plan. You pay your psychologist his or her full fee at the time of your consultation, then take the invoice to Medicare to claim your rebate.

Please note: The Mental Health Care plan is only available to individuals experiencing a mental health illness (depression, anxiety, personality disorder, etc). Your GP will make this assessment at the time of your consultation.

In accordance with the plan’s criteria, the psychologist or social worker will utilise a Cognitive Behavioural Therapy (CBT) or solution-focused counselling model (see above, under the heading: Psychotherapy, Psychology or Counselling) in his or her treatment of your condition. Hartington has two psychologists and one social worker registered with the Mental Health Plan.One of these counsellors is also a relationship counsellor.

Relationship Counselling: As most relationship issues don’t fall under the category of mental-health disorders, the Mental Health Care plan is not available for the majority of couples seeking relationship counselling. Usually, relationship issues have an interpersonal and relational basis, and need to be addressed as such by a qualified relationship counsellor (see Relationship Counselling). However, if one of the couple is experiencing a mental-health disorder, it may then be possible for the couple to access the Mental Health Plan.

‘Communication in Relationships and Relationship Counselling’, an interview with Julie Twohig, by writer Kate Langmore

Psychotherapists are not funded by private health insurance companies or by Medicare at this point in time (despite, often-times, equivalent or greater levels of qualifications and experience). Unfortunately, this means that we cannot offer rebates. However, we are happy to discuss a reduction in fees.


Please direct your enquiries to the Psychotherapy and Counselling Practice Manager, Julie Twohig: 9482 1888


Therapy changes lives!

Julie Twohig

Julie established the Hartington Centre in 1998 with the vision of creating a dynamic counselling and multi-disciplinary health-services team and centre. Her earlier work in the body-focused therapies fostered a strong appreciation of the interconnectedness between the mind, body and emotions.

Jule is also an educator at universities teaching a range of Communication and Counselling Skills; among other things.


When working with clients Julie engages a respectful, interactive and collaborative approach, bringing warmth, insight and compassion as well as the necessary degree of challenge to the work.

Julie’s approach is informed by a solid academic training in counselling theory and practice, along with a rich background drawing from interests in Jungian psychology, mythology, psychodynamic counselling, Buddhism and metaphysics.


Individual Psychotherapy: 

Sometimes we may experience confusion between the rational head and the emotional realm of feelings. This area is of particular interest to Julie who enjoys assisting clients work towards naming and owning banished and sometimes frightening feelings, or those of which we are ashamed.

Often the feelings we judge as faulty, and the enormous energy required to resist them, can be likened to constantly running programs in the background of our devices. The battery will quickly drain. By topping up our emotional intelligence bank in the safe context of counselling, together we can identify and hold discarded feelings to the light while integrating them into consciousness. Feelings are like children. They just want us to know them. They want us to name and validate them. They want us to let them in. They need us to know how to look after them.

Working collaboratively we challenge unhelpful patterns and belief systems that sometimes get in the way of maximum well-being, quality relationships and creativity. An increase in awareness while being supported to move away from stuck-ness brings huge improvements in overall well-being.

 Couple’s Counselling:

This specialist area of counselling is of particular interest to Julie. In the nineties during her academic studies she was required to secure a one-year field placement within a counselling organisation. She was accepted as an intern in an established counselling practice and was quick to discover she has a natural affinity for working with the various perspectives in the room.

Over many years Julie has developed techniques and strategies designed to enhance our current level of communication. Effective communication is the foundation of successful relationships. However, sadly our school curriculum offers next-to-zero in this key area of life and we can be left floundering. We may excel at Maths, IT, History etc, but in relationship we often find ourselves upstream without a paddle.

Relationship counselling helps navigate a way out of the rapids and into smoother waters wherein we can truly see and hear each other. Were we learn to truly dialogue. To disarm and manage our defenses, while learning how to be best seen and heard, to actively listen. In Julie’s mind, increased awareness, empathy and compassion are the ultimate goals of couple’s counselling, along with a revitalising of intimacy on all levels.

To understand couple’s counselling it might help to liken the process  to those times when we turn to our accountant to help prepare our tax, or to a mechanic to service and maintain our car. None of us are experts in every field.

Whilst Julie’s bias is assisting clients to reinvest and revitalise their relationships, particularly in the case where there are children, sometimes separation will be inevitable, especially if the need for help has been neglected and resentments etc are irreconcilable. It’s may be best to consider relationship counselling as a process of Exploration, Reconciliation, and sometimes, Separation.


  • General Counselling

  • Grief & Loss

  • Life Transitions. Identity. Meaning & Purpose

  • Diversity

  • Depression and Anxiety

  • Trauma


  • Master of Counselling and Human Services (Latrobe University)

  • Specialist in Relationship Therapy

  • Educator

  • More than twenty-years counselling experience, both individuals and couples


ONLINE SESSIONS: Julie also offers sessions via Zoom (a platform similar to Skype).

FEES: Individuals $120 / Couples $140

Please note that Julie is not registered with Medicare’s Mental Health Plan (MHP). The MHP requires a GP’s referral attesting that the patient has a mental health condition and thus allows 6 rebated sessions per year. Julie does not offer rebates. If you are shopping for ‘price’ it may be worth comparing your out-of-pocket expense to see someone registered with the MHP as often their initial fee is quite high and post rebate there might be very little difference in price.



Phone: Mob: 0402 003 515 or Hartington Reception (03) 9482 1888

Reception Hours are 10am-3pm Mon-Sat. An after-hours answering service will ensure that you will always be greeted by a ‘real person’ and that your message will be promptly relayed. Julie will return your call or email as soon as she can. She looks forward to speaking with you.


Nadine Teffaha

Our body is very intelligent. It is constantly capable of maintaining balance and harmony in all its systems and on all levels of its expression. However, there are times in our lives when certain challenges create stress, which can affect the fine balance that exists within us.

Homeopathy is a form of traditional holistic medicine that aims at restoring health, using substances from nature in ultra-high dilutions. Homeopathy is based on the revolutionary yet age-old principle of healing – ‘Like Cures Like’. A substance from nature such as a plant, mineral or other when taken in large doses will create a range of symptoms in a healthy individual. This substance can then be used to address similar symptoms manifesting in a sick individual. For example, coffee when drunk in copious amounts will produce agitation, restlessness and insomnia. Homeopathic coffee is provided to relieve states of agitation, restlessness and insomnia.

Homeopathy is a traditional form of health care that gently assists us with restoring our health and sense of wellbeing.

Herbal Medicine is one of the oldest and universal traditional medicine. Herbs adorn our kitchen pantry, spice rack and backyard. Our common herbs such as oregano, parsley, basil, thyme & tarragon as well as spices such as cardamom, cinnamon, cumin, coriander & cayenne are all of plants that have a profound therapeutic effect on our health. The medical herbalist procures these gifts from nature and many more from the amazing plant kingdom to help with healing, rejuvenating and maintaining a healthy body and mind.

Cupping is the modern term for an ancient healing practice (~ 3,500 years old). It is a method by which various acupuncture points are stimulated by applying suction, through a glass jar for example, in which a partial vacuum has been created. The cups produce a series of blood infused raised sections on the flesh. The drawing effect of cupping is both relieving and comforting. Cupping encourages blood and lymph flow allowing the body to be energized, strengthened and detoxified. Cupping has been used successfully to alleviate the symptoms of ailments such as the common cold, mild musculoskeletal and abdominal pains.

The cupping session involves a light massage followed by the placement of the cups on the affected area for 15-20 minutes. While the cups are working, the body is further assisted by a relaxing massage.

Homeopathic & Herbal traditional medicine may assist with relieving symptoms of an array of health conditions that affect children, adolescents, women, men and the elderly:


Children achieve formidable milestones within the first few years of their life. On occasions, difficult times are encountered. Homeopathy and herbal traditional medicine assist in relieving various health problems that children may suffer from.


Adolescence is an immense transitional experience that is rewarding yet can be taxing. Homeopathy and herbal traditional medicine support the sense of wellbeing of the teenager’s body and mind during this transition.


As a man grows, numerous achievements are gained and challenges are overcome. But when pressure builds up and stressors are present, man’s health both emotionally and physically is impacted. This leads to various health problems. Men are encouraged to seek assistance in the early stages of any health issue as this will help to resolve the problem before it becomes overwhelming. Homeopathy and herbal traditional medicine are a great support for men’s health at any stage of their life.


Women go through many major phases in their life such as menses, pregnancy, labour, breastfeeding and menopause. In addition, they work at creating a balance between family, relationships and career. These phases and roles bring joy and a sense of pride; but at times they can also be quite demanding of the woman physically, mentally and emotionally. Homeopathy and herbal traditional medicine offer support and assist in alleviating the symptoms of many of the health problems encountered at these times.


The golden age is a wonderful time to relish in a lifetime of hard work and good effort. However, it often comes with a natural decline on the physical and cognitive levels. Homeopathy and herbal traditional medicine assist at this prime time with various health issues.


What to expect during a homeopathic / Herbal consultation

The aim of the homeopathic / medical herbalist is to understand your health concerns and what impact these have on your total wellbeing. Our state of health is a reflection of our heredity (that is genes), personality and disposition, lifestyle and effects of life events that we experience. All these aspects are explored as well as the current symptoms and their pattern of expression both physically and emotionally. The initial consultation will last around one hour. After this consultation, you will receive your homeopathic / herbal medicine. The next visit will follow after three weeks and the aim of the follow up visit is to evaluate your response to the homeopathic / herbal medicine and adjust the prescription accordingly. The purpose of the homeopathic / herbal treatment is to bring you back to a comfortable state of being where your symptoms are down, your energy is up and you are feeling well within yourself.


Fee Schedule:

Homeopathic/Herbal Consultation (1 hr) ……$80*

Cupping (1 hr) (For Ladies)………………$75Fee includes *Homeopathic remedy, Herbs when required are provided at cost. Concession for family with more than one child…..$65

Health Rebates are available for the consultations depending on your health cover.


Nadine Teffaha – Your Local Homeopath & Medical Herbalist.

I am a Homeopath, a graduate of The Victorian College of Classical Homeopahy. I have always been fascinated and captured by the gentleness and simplicity of the homeopathic health care yet its effectiveness.

I am also a Medical herbalist, a graduate of the Southern Cross Herbal School. Plants have been used as medicines since prehistoric times. Our contemporary pharmacy of medical drugs contains many drugs whose active ingredients are sourced from plants. Most plants are nature’s gifts for us to support our health and general well being.

I have enhanced my health care provision skills with attaining the Bachelor in Health Science (Complementary Medicine) from Charles Sturt University. Health is a state of wellbeing. In order to achieve it, we need to seek therapy for what is ailing us as well as learning innovative ways of perceiving ourselves, our environment and implementing health promoting changes in our lifestyle such as our nutrition and activity.   

I have also trained at Health Traditions in the Eastern and Western Traditions of Cupping, Moxibustion and Gua Sha. These long established tactile therapies have proven to be a great adjunct to any other treatment in hastening the recovery to health.

“Using the wonderful ways of healing that I have been privileged to learn and practice, it brings me great joy to be of service to my patients in helping them re-gain and maintain health and well being at an optimum level”.



Bhsc (Comp Med), AD. Dip. Hom., Dip. Bot. MedAHA Professional Member

Mobile: 0412 085 597


Mail: P.O. Box 516

Brentford Square Vic 3131


Note: If you are not satisfied with our service, please contact us. We take complaints seriously and aim to resolve them quickly and fairly. If you remain dissatisfied with our response, you may contact the Health Complaints Commissioner (HCC). The HCC responds to complaints about health services and the handling of health information in Victoria. Their service is free, confidential and impartial. To lodge a complaint with the HCC: Fill out a complaint form online at or Phone 1300 582 113 between 9am and 5pm, Monday to Friday to discuss your complaint.