Our commitment to consumers and carers.
When you come to Uniting, we become partners, and you are at the centre of what we do.
Our commitment to you
Consumer Handbook.
Our Consumer Handbook introduces people to Uniting. It helps you understand how we
partner with you, and how the people who access our programs and service are the centre
of what we do.
The handbook and our website contain key information about:
There are two versions of the handbook available to download:
- The full-length handbook - Designed for people with Grade 6 and above reading skills
- The Easy Read version - Designed for people with cognitive disabilities, learning difficulties, and those for whom English is a second language (who aren't able to access the online translated version). It is also tailored for read-aloud software.
Key information contained in the handbook is reproduced on this page, as well as other pages on our website, so you can use our translation tool (at the top of this page) to translate the information into your first language. You can also access read-aloud functionality via your web browser. Your Uniting contact person can help you with this.
Your rights and responsibilities
Your rights - what you can expect from us
As a Uniting consumer, you have the right to:
- Be treated with respect and dignity
- Be referred to by your chosen or preferred name and correct pronouns, including protecting your gender and sexual identity as required
- Privacy and confidentiality
- Access your information held by Uniting
- Receive services in line with Uniting’s policies in a welcoming, safe and secure environment without abuse and neglect, violence or preventable injury
- A culturally and psychologically safe environment
- Information about Uniting services, programs and supports available in a language and format you understand, including any medical, technical or service-related terms
- Access a language or Auslan interpreter
- Have a support person or advocate
- Be informed and involved in decisions that affect you, including planning and goal setting, and to make your own choices
- Give feedback about how you think we can improve our services and hear about the outcome and any changes that have been implemented
- Make complaints that we listen to respectfully, take seriously and respond to quickly
- Have information about external advocacy and complaints services
- Refuse, decline or withdraw from services at any time
- Receive information about other services and support options, including options available to you after you leave a Uniting service.
Your responsibilities – what we expect from you
As a Uniting consumer, it is your responsibility to:
- Treat all other consumers, and our workforce, with respect and dignity
- Take part in activities according to the policies, rules, and guidelines of the service
- Attend your appointments, or let us know within 24 hours if you’re unable to make it
- Collaborate toward agreed plans and goals
- Not drink alcohol, use drugs or illegal substances on Uniting premises
- Not bring any illegal items or substances onto Uniting premises
- Take care of your personal safety and do not put others in danger
- Behave safely and appropriately (not be violent, abusive or threatening toward people)
- Not share audio, video, photographs or any other form of digital capture of Uniting staff or other consumers without their prior consent
- In an emergency, follow instructions from Uniting staff
- Let us know if you wish to decline or withdraw from services.
If you cannot meet these commitments, we may not be able to offer you our services and programs.
Your safety and wellbeing
The safety and wellbeing of all people we work with is important to us. That includes being physically, emotionally, spiritually and psychologically safe.
Uniting works hard to keep all people we work with safe from harm and protected from abuse.
We aim to provide trauma-informed services and care environments. We provide safe workspaces and ensure we have good safety practices and systems in place.
If you have any concerns about your safety or wellbeing, or ever feel unsafe when accessing a Uniting service, please let us know.
How we prevent harm and manage incidents
An incident is when someone is harmed or could have been harmed. Harm can be anything which causes you damage or injury, physically, emotionally or psychologically.
Uniting has strong systems to prevent harm to you and others. We report and investigate incidents, and we act when things have gone wrong.
We want to know as soon as possible if you know about an incident that involves Uniting. You can:
- Speak to your main Uniting contact person or program manager, or our Quality team
- Contact our Quality team by calling 03 9192 8100
- Writing to 130 Lonsdale Street, Melbourne VIC 3000
- Email [email protected]
- Complete our feedback form
- Seek advice from an advocacy service.