Feedback, compliments and complaints to Uniting

Uniting is committed to providing quality services and recognises that your feedback provides valuable information to help us improve the services we provide.

Compliments and suggestions

We welcome compliments and suggestions to help us continue providing quality services. Where appropriate, we’ll forward compliments to appropriate staff and management and provide you with the outcome of any decisions made regarding your feedback and suggestion(s).

Complaints

If you wish to lodge a complaint, Uniting will make sure you are not penalised or denied any services.
We’re committed to resolving your complaints. If you make a complaint, we will:

  • Investigate the complaint and keep you informed throughout the process
  • Act with fairness and objectivity and manage the complaint with professionalism and courtesy
  • Provide you with a response on completion of our investigation

If you still feel the issue hasn’t been resolved to your satisfaction, you can raise your concern with one of the external advocacy/complaint services.

Ways to provide feedback

If you have a complaint or want to provide feedback about our services, you can do so in the following ways:

  • Speak to your main contact at Uniting. If you are not happy with the outcome, or if you are not comfortable speaking with your main contact, then contact the program manager
  • Download and complete a feedback form and hand it in at your local Uniting site, or post it to:

Quality team
Uniting Vic.Tas
130 Lonsdale Street
Melbourne Vic 3000

If you would like to save or print feedback, compliment or complaint information download this PDF.

Partnering with consumers

By drawing together the lived experience of our consumers with the expertise of our staff, we can create greater change for the people and communities we support.

Consumer partnerships drive a culture of valuing others, of shared power and an environment of trust where feedback and new ideas are welcome. To help us build a consumer-led organisation, we developed our Consumer Partnership Framework in 2018 to bring together consumers, their carers, families and our staff to
best design and deliver our services.

Surveys and focus groups
There will also be opportunities to provide further feedback via the following channels:

  • Focus groups
  • Phone surveys
  • Exit and annual surveys.

Your rights and responsibilities

Read an overview of your rights and responsibilities as a Uniting consumer.

External advocacy and complaints services

Independent advocacy agencies play an important role in ensuring the rights and interests of consumers are respected and safeguarded.

Protecting your privacy

Uniting is committed to keeping your personal information private.