Feedback and complaints

Tell us when we get it wrong

You have every right to raise a concern about your care, and doing so will never affect the service you receive. Compliments are welcome too — they tell us what to keep doing.

How it works

Tell us directly

The quickest way is to talk to the clinician you see, or call our office. Most things are sorted at this point.

Put it in writing

Email admin@uhgroup.au or post to PO Box 70, Underwood QLD 4119. Include what happened, when, and what outcome you are hoping for.

We acknowledge it

We will acknowledge your complaint within 2 business days and tell you who is handling it.

We look into it

We investigate fairly, talk to the people involved, and keep you updated. We aim to resolve complaints within 21 days.

We respond

We explain what we found, what we are doing about it, and what happens next. If you are not satisfied, we will tell you where else you can go.

We learn from it

Complaints are reviewed by the Director and used to change how we work. That is the point of them.

If you would rather go elsewhere

You do not have to come to us first. You can raise a concern with any of these bodies at any time, and you can do it anonymously.

NDIS Quality and Safeguards Commission

For NDIS participants. Phone 1800 035 544, or lodge a complaint at ndiscommission.gov.au.

Aged Care Quality and Safety Commission

For aged care and Support at Home clients. Phone 1800 951 822, or lodge at agedcarequality.gov.au.

AHPRA

For concerns about a registered practitioner. Phone 1300 419 495, or lodge at ahpra.gov.au.

Office of the Health Ombudsman (QLD)

For health service complaints in Queensland. Phone 133 646, or lodge at oho.qld.gov.au.

If you need help making a complaint, you can ask a family member, friend or advocate to do it with you or for you. We can also help you find a free independent advocate.

Ready to talk to us?

Call (07) 3187 5018 or email admin@uhgroup.au. We would rather hear it from you than not hear it at all.