Renter Centre: Feedback & Complaints
Feedback, Complaints & Appeals
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:
- Online: via our 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 respond to?
As a housing provider, Unison can respond to matters within our scope, such as tenancy, property management, and service delivery. We cannot resolve complaints about individuals in public spaces or matters outside our legal responsibilities.
For issues outside our scope, you may contact:
- Victoria Police – online or call 000 in emergencies
- Ambulance Victoria – 000
- Psychiatric triage – 1300 657 259 (available 24/7)
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. Learn more in our Privacy Policy & Collection Notice.
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.
What is the complaints process at Unison?
Acknowledgement – You’ll receive confirmation that your complaint has been received.
Assignment – A dedicated complaints officer is assigned to your case.
Investigation – The officer investigates the issue thoroughly and fairly.
Communication – You’ll be contacted in writing with:
- The name of the person handling your complaint
- Your complaint reference number
- The next steps in the process
Resolution – You’ll receive a written outcome. If the issue is resolved, the complaint is closed.
Appeals – If you’re not satisfied with the outcome, you can request an internal review or escalate to an external body.
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 satisfied with the outcome?
You can escalate your complaint to:
- Housing Registrar – housingregistrar@dtf.vic.gov.au
- VCAT – vcat.vic.gov.au
- Consumer Affairs Victoria – consumer.vic.gov.au
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