b'Feedback helps Consumer needs us improve and experienceUniting welcomes any complaints, compliments, and suggestions We are passionate about helping others. It is important we are delivering to help us continuously improve and deliver quality services. on our promise to consumers and continually improving on what we do.Of the complaints received, 35% related to theThe highest response rates were from In the past year we received over 1600quality of service delivered. Some concerns In 2022 we ran our first organisation-wideconsumers who came to us:records of feedback from people who usewere about not meeting expectations and waitConsumer Experience Survey. More thanFor housing or homelessness supportour services, which is around 10% less thantimes. 19% related to staff communication,a thousand people responded. And itsTo access our family serviceswe received in 2021-2022. either the timeliness of responses, the accuracy heartening to hear they felt listened toNeeding help finding a jobof information provided, or professionalism. And and respected. Thats very much aligned a further 13% related to service accessibility,with our values: imaginative, respectful,To access food vouchers, food, or material aid.Of the feedback received in the past year, issues such as availability of services, and ease compassionate, and bold.73% were compliments, 25% were complaintsof access to service information. I value the lived experience and and 2% were suggestions for improvement.empathy from my worker.Most compliments related to the qualityWe report quarterly on feedback received to ourThe results of our inaugural Consumer of care and services received from Uniting.Board and Consumer Experience Sub-Committees.Experience Survey show: We also asked detailed demographics of our People complimented the compassion andTrends are analysed to identify areas for further 83% of our consumers think the quality of ourcurrent consumer groups.professionalism of our staff, and their positiveimprovement in services. We use positiveservice delivery is either good or very good. More than 6% of our respondents were Aboriginal experience of accessing our services. feedback to identify best practice that is sharedand/or Torres Strait Islander.across services. 88% of respondents felt treated with dignity Diversity and inclusion are core to Uniting livingand respect Over 37% of our respondents are living withour values. We added a new category this year 86% felt welcomed and accepted, and safe a disability. for any feedback relating to cultural safety. Ato be open and honest. More than 10% of our respondents were frompromising 14% of all compliments from consumersthe LGBTIQA+ community.recognised us as a culturally safe organisation.The kindness and support I received was outstanding. Over 8% have had a refugee or asylumComplaints People were positive, but a little less confident,seeker experience.by subject about being able to deal with matters they sought our help with.74% felt we helped them feel more hopeful about their futureCompliments72% felt they were better able to deal with by subject matters after accessing our services.Feedback pointing to improvements tended to Quality of service delivery/care 34.53%. relate to individual circumstances. Communication .18.67%Service accessibility 13.04% We partnered with our consumers to design.Staff/Volunteer conduct 11.25% the survey so it was inclusive and reflectingOther. 7.42% their needs.Facilities 3.84%Quality of service delivery/care 80.07% Consumer conduct 3.07%.Cultural safety. 13.57% Cultural safety 3.07%Staff/Volunteer conduct 3.99% DET reportable. 2.81%.Other 2.37% Rights. 2.30%10 Uniting Vic.Tas and Uniting Housing Annual Report 11'