b'Using feedback to shape our servicesWe welcome feedback in all forms. It is vital in helping us improve our services and provide the best possible support. We have used the feedback consumers gave us In the past year we received close to 1600to inform a range of improvements including:records of feedback from people who use The roll-out of our first Consumerour services. This is an increase of nearlyExperience Survey. This project is in 20% compared to 2020/21. partnership with consumers, assessingtheir experiences against our organisational Of the feedback received from consumers in values. This survey will provide insights for the past year, 73% were compliments, 24% further service improvementwere complaints and 3% were suggestionsUpdates to our Consumer Handbook to make for improvement. sure it offers the information our consumers Of this positive feedback, 93% complimentedneed to access our services and understand the quality of services delivered to them andtheir rights. The handbook is available on our a further 3% complimented the compassionwebsite in a range of languages.demonstrated by our employees. 1.5% of all compliments from consumers recognised Uniting as a culturally safe organisation.Of the complaints received, 34% related to the quality of service delivered and 14% related to service access.Complaintsby subjectCompliments by subject Quality of service delivery/care 34.11%Service accessibility 14.32%.Staff/Volunteer conduct 13.02%Communication. 11.98%Consumer conduct 7.55%.Cost 4.95%DET reportable . 4.95% Other 3.52%Quality of service delivery/care 93.17% Rights. 1.5%.Staff/Volunteer conduct. 3.28% Cultural safety 1.5%Other. 1.99% Facilities 1.3%Cultural safety. 1.56% Compliments. 1.3%Uniting Vic.Tas Annual Report 2021-2022 11'