UNITED is committed to facilitating a clients’ right to make a complaint about any services provided by the organisation, to appeal a decision made that directly concerns them, and to ensuring that their complaint or appeal is fairly assessed and responded to promptly. We are committed to improving the quality of care and services provided by adopting a positive, blame-free approach to resolving complaints. Compliments received by the service tell us what we’re doing right. Complaints received by the service are seen as an opportunity for improvement. All feedback is taken seriously. We will make all reasonable efforts to understand issues or concerns, and resolve complaints within the service when they arise.