Actions speak louder than words

At Uniting AgeWell, the quality of life and experience of our customers is at the heart of everything we do.

Our Customer Promise, Customer Charter, illustrates what’s important to our customers and demonstrates how our services, our staff and our way of working will help older people to live well with choice and peace of mind.

Developed in consultation with customers and staff and launched in October 2018, it sets out five key undertakings that are to be embedded into staff practice and accountabilities:

  • You’re at the heart of everything we do
  • We will support you every step of the way
  • We will provide high quality, safe services
  • Our staff are friendly, skilled and reliable
  • We will listen and learn

You can read the full Customer Promise, Customer Charter here.

The Charter sits alongside our Community Engagement and Participation Framework and Plan, which outlines how we will partner with customers, families, carers and the community in decision-making at all levels of the organisation and the actions we will take to make this happen.

This includes providing staff and volunteers with training to undertake customer-centred care planning and service delivery, and expanding the Consumer Directed Care Model trialled in Tasmania in 2016-17.

You can read the full Framework and Plan here.

Committed to continuous improvement

While all Uniting AgeWell aged care residences hold full three-year accreditation, and our community services and programs consistently receive glowing praise from auditors, we are constantly looking at ways we can improve and enhance our standards of care and service delivery.

We do this through internal and external programs, including training and education for staff, comprehensive data tracking and analysis, and a robust feedback system.

We actively encourage all feedback about our services. You can get in touch through the Contact form or leave your Feedback here.

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    Phone: 1300 783 435

  • Locations

    We have offices across metropolitan and regional Victoria and Tasmania.

    Find your local office