b'Feedback helps Consumer needs us improve and experienceWe welcome all complaints, compliments and suggestions as We are passionate about helping others. It is important that we listen they help us continuously improve and deliver quality services. and act on our consumers feedback so we can continually improve. Of the complaints received, 26% related toGiving young In the past year we received almost 1800staff communication (either the timeliness ofEvery two years we run a consumer records of feedback from people who useresponses, the accuracy of information provided,experience survey, developed in partnershipconsumers a voiceour services, which is around 13% moreor professionalism) and a further 25% related towith our consumers, to assess consumerThe survey identified that we needed to better than we received in 2022-2023. the quality of the service received. Thirteen perexperiences against our organisationalcapture the voice of children and young people. cent related to service accessibility, issues suchvalues: imaginative, bold, respectfulOf the feedback received in the past year, as availability of services, and ease of access toand compassionate. This was the impetus of The Voice of Young People 76% were compliments, 21% were complaints service information.project; to empower children and young people We report quarterly on feedback received toto lead the design of systems and supporting and 3% were suggestions for improvement.In 2022, our first survey told us we wereresources that are easy to use, accessible and Most compliments related to the quality ofour Board and Consumer Experience Sub- performing well and upholding our values, focused on young people.care and services received from Uniting (85%).Committees. Trends are analysed to identifybut that there were areas in which we couldThis project involved collaboration with a group People complimented the compassion andareas for further improvement in services. We improve. As a result, more than 20 qualityof young consumers, to co-design feedback and professionalism of our staff (6%). Four per cent use positive feedback to identify best practiceimprovement activities have since beencomplaints systems and resources. The resulting of all compliments from consumers recognisedthat is then shared across services. implemented across Uniting. suite of resources including posters, videos, andus as a culturally safe organisation. We advocated for disability equity and madea simple electronic feedback and complaint form, our information more accessible by developingalign with what young people told us is important additional versions of our Consumer Handbook,to them.such as in an easy read format for people withWe are committed to improving young consumers cognitive disabilities, learning difficulties, andexperience and to ensuring children and young those for whom English is a second language. people have a voice at Uniting.We have implemented improvements at both Compliments Complaints service and program levels across our HeritageView these resourcesService, Home and Community Care Gippsland, by subject by subject and our St Kilda Engagement Hub. This includes improving our communication and engagement with consumers so they can better engage with decision-making, and improving our services so they are more appealing and responsive to our consumers needs.The overwhelming success of the survey ledQuality of service delivery/care 85.48% Communication. 26.17% to its endorsement as an ongoing measure.Staff/Volunteer conduct 5.72% Quality of service delivery/care 24.34% and benchmark of service excellence. .Cultural safety 4.65% Service accessibility 13.73%. Other. 4.15% Other.11.92%Staff/Volunteer conduct.11.66%DET reportable 3.63%.Consumer conduct 3.11% Cultural safety 2.85%Facilities 2.59%10 Uniting Vic.Tas and Uniting Housing Annual Report Uniting Vic.Tas and Uniting Housing Annual Report 11'