Feedback & Complaints
At Unison, we’re committed to listening, learning, and improving. Whether you have a question, idea, concern, or just want to connect, we’re here and ready to listen.
General Enquiries
We’re always open to new ideas and feedback – it helps us grow and better support our community. Feel free to reach out anytime. Your voice matters here.
Concerns & Complaints
We welcome complaints as an important part of improving what we do. If something hasn’t gone right, letting us know gives us a chance to make it better – for you and for others in our community.
How to Submit Feedback, a Complaint, or an Appeal
You can contact us in several ways:
Online: Submit a form.
By phone: 03 9349 0250
In person: Visit any Unison office (Monday to Friday, 9am–5pm)
In writing: PO Box 12145, A’Beckett St, Melbourne 8006
Our Complaints Policy
Unison’s Complaints, Reviews and Feedback Policy outlines how we;
- Provide any person with the opportunity to provide feedback, make a complaint or appeal against a Unison decision or provision of service.
- Manage the feedback, complaints and appeals process.
- Use feedback to identify opportunities for the improvement of our services.
FAQs
What kind of feedback or complaints can Unison help with?
Unison is a housing provider, so we can help with things like tenancy and property issues, or how we deliver our services. But some problems – like things happening in public spaces or anything that breaks the law – aren’t things we can manage. These are usually matters for the Police or other services.
If you’re not sure whether your concern is something Unison can help with or if it’s a Police matter, please get in touch. We’ll do our best to point you in the right direction or let you know what we can do.
For issues outside our scope, you may contact:
- Victoria Police – online at or call 000 in emergencies.
- Ambulance Victoria – 000
- Mental Heath Services – 1300 657 259 (available 24/7)
- Your Local Council – find out more
Is my complaint confidential?
Yes. All complaints and appeals are handled confidentially and in accordance with privacy legislation. No identifying information will be shared without your permission or unless required by law. See our Privacy Policy & Collection Notice for more info.
Can I give feedback even if I don’t have a complaint?
Absolutely. Whether it’s a compliment, suggestion, or concern, your feedback helps us improve and better support our community.
Submit feedbackHow does Unison handle complaints?
Here’s what happens when you send us a complaint:
- We let you know we got it – You’ll get a message to confirm we received your complaint.
- We give it to a relevant staff member – A team member will be in charge of looking into your complaint.
- We keep you updated – You may get a message with the steps we are taking and what will happen next.
- We tell you the result – You’ll get a reply with what we found and what we’ll do. If the problem is fixed, the complaint is closed.
- You can ask us to look again – If you’re not happy with the result, you can ask for a second look or contact another service to help.
Unison aims to respond within 30 days. If more time is needed, we’ll inform you in writing with an explanation and your rights.
What if I’m not happy with the result?
If you don’t agree with the outcome of your complaint, you can ask someone else to look at it. You can contact:
- Victorian Housing Registrar – housingregistrar@dtf.vic.gov.au or 03 7005 8984
- VCAT – renting@vcat.vic.gov.au   or 1300 018 228
- Victorian Ombudsman – ombudsman.vic.gov.au/complaints/make-complaint/ or 1800 806 314
Can I get help with my complaint?
Yes. You can contact:
- Council to Homeless Persons’ Homelessness Advocacy Service – 1800 066 256
- Tenants Victoria – 03 9416 2577