We value your feedback. It helps UPA improve our services.
Our feedback and complaints process
We receive your feedback
We’ll confirm we’ve received your compliment, suggestion, or complaint within 2 business days of getting it in writing.
We contact you
We’ll get in touch to discuss how you’d like us to handle your feedback and agree on a reasonable timeframe for a full response.
We look into it
Our team will carefully investigate your feedback to understand the issue fully and find out what happened.
We respond
We will get back to you with our findings and actions in the way and timeframe we agreed upon.
We make changes
Your valuable input helps us continuously improve our services, procedures, and future planning.
We want to hear from you
UPA values your feedback to help us improve our care and services. Please complete this form to share your compliments, complaints, or suggestions.
You may include your contact details so we can provide a response to you. Alternatively, you can stay anonymous or ask us to keep your details private. Your feedback is always welcome and will not negatively affect you or the care we provide.
If you have serious concerns about UPA, you may choose to make a Whistleblower disclosure instead. More information is available on our Whistleblower page. Click Here.
More information
- UPA has policies and procedures to ensure we respond to and resolve feedback promptly and openly. Please contact us if you would like to request a copy of UPA’s feedback and complaints policy.
- We know sharing feedback can be difficult. We can help you access support including from an advocate. You may wish to call the Aged Care Advocacy Line on 1800 700 600.
- If you feel your issue is not resolved to your satisfaction, you can choose to contact the appropriate external agency such as the Aged Care Quality and Safety Commission.
Contact us
If you need more information or support to provide your feedback, please contact UPA Corporate Office:
Phone: 1800 UPA NOW
Email: info@upa.org.au