Compliments, Complaints and Feedback

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We value your feedback

UnitingCare Community takes all compliments, complaints and general feedback about our services and staff seriously. We care about your experience and opinion of the service provided by UnitingCare Community. Feedback offered to us by clients, family members, carers, organisations and members of the community is used to inform our planning, enhance our organisational performance, service delivery and client satisfaction, and build positive relationships with all stakeholders.

Each section on this webpage explains what we mean by compliments, complaints and general feedback and details how you can let us know how we are doing.

Find out more about:

Compliments

At UnitingCare Community a compliment is seen as an expression of praise, congratulations or remark regarding a particular service we have provided, the organisation’s effort, progress or achievements or an interaction with a staff member who may have gone above and beyond their regular daily work responsibilities.

Compliments are an important way of measuring how well we are doing and acknowledging the good work of our staff. All compliments provided will be shared with the relevant staff or team, as it is important for us and our staff to know what we are doing right.

Online: Submit an online form

Complaints

At UnitingCare Community a complaint refers to any expression of dissatisfaction verbally or in writing about access to a service, service provided or actions taken by UnitingCare Community or its staff and/or volunteers. You have a right to have your complaints investigated fairly, in a timely way, and to be informed of the progress and the outcome of your complaint.

UnitingCare Community is committed to managing complaints in a fair, accountable, and transparent way in line with our organisation’s shared  values of compassion, respect, justice, working together, and leading through learning.

Complaints within UnitingCare Community will be managed:

  • with respect and sensitivity
  • without prejudice or retribution to the complainant
  • in a timely way
  • in a culturally appropriate way
  • responsively to special needs, including a complainant's choice of advocate when requested.

Online: Submit an online form

General feedback

UnitingCare Community views any information, received verbally or in writing, about what we have done that has made a difference to you, and also what could be improved as general feedback. Feedback can be positive or negative and can be provided without lodging a formal compliment or complaint. All feedback is welcome, as the information you provide is used to improve our service delivery and the quality of service we provide.

Online: Submit an online form

Other ways to provide feedback

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Client Experience Tracker

When you visit our offices for services you may also have the opportunity to provide feedback on your experience with our client services via the Client Experience Tracker (CET).

Downloand an information factsheet to find out more. Or download an easy read version.

 

Contact UnitingCare Community button

You can visit any of our UnitingCare Community offices to pick up compliments, complaints and feedback cards. We also have brochures available in reception areas.

Call: 1800 008 993 (toll free) Available: Monday to Friday, 8.30am-4.30pm
Write:  UnitingCare Community
            C/O Incidents and Complaints Advisor
            GPO Box 967
            Brisbane QLD 4001
Email: feedback@uccommunity.org.au

Request further information

If you would like us to send you a copy of our compliments, complaints and feedback brochure or would like a copy of our complaints management policy and procedure please contact UnitingCare Community's Incidents and Complaints Advisor on the contact details above to request a copy.

Making a complaint outside of UnitingCare Community

We encourage you to make your complaint directly with us, but if you feel you would like to take your complaint outside our organisation you can contact the following external parties.

Department of Communities Child Safety and Disability Services
Email: feedback@communities.qld.gov.au
Web: www.communities.qld.gov.au

Department of Social Services
Email: dssfeedback@dss.gov.au
Web: www.dss.gov.au

Office of the Public Guardian – Children
Email: child@publicguardian.qld.gov.au
Web: www.publicguardian.qld.gov.au/child-advocate

Office of the Public Guardian – Adults
Email:  adult@publicguardian.qld.gov.au
Web: www.publicguardian.qld.gov.u/adult-guardian

Department of Housing and Public Works
Email: housingcomplaints@hpw.qld.gov.au

Office of the Australian Information Commissioner
Email: enquiries@oaic.gov.au
Web: www.oaic.gov.au

Anti-discrimination Commission of Queensland
Email: enquiries@adcq.qld.gov.au
Web: www.adcq.qld.gov.au

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