Australian Unity Aged Care

We have had alot of problems with services being cancelled with little or no notification. When we have tried to contact care partner noone ever rings back. Very disappointed in their service.

Appalling lack of care and compassion. Bad communication and continuity of staff making service impossible. Excuses don’t cut it. I feel very sorry for those in a worse situation than me.

Australian unity homecare is a disgrace. I do not recommend them at all. Trying to access your homecare package funds is like a traumatic, demoralising insurance litigation. All they care about is their shareholders and their profits. Please don't trust them with your own or the care of anyone you care about, you will regret it.

Vic Grange, my mother here for many years, covid got in the way of a shift, would not recommend.

I feel very neglected by the senior management staff. The government approved in December 2025 the installation of a stairlift in my townhouse. I paid my contribution on 6/1/2026 and provided documents of identification that I am the owner of the… Read more

house. Until now, no order has been placed with ACORN. There is no communication or transparency or reason for the inaction. It is not the first time that I have beeb treated negligent by staff of this enterprise. Although, my care workers are brilliant. It is the admin that lacks service. Clients be aware.

We have been with this company now for almost 10 years. Before the changes on december 1st a large amount of dads package went on management and fees. Even though he didnt have a manager for 8 months and they charged me when he couldnt use the package as he was in tespite, rehab or hospital. Dads lives down the peninsula and despite being a large… Read more

company they were unable to provide for his needs. There were only 2 caters working in that area and when unwell or on holidays dad was left with no care. In the end the company dropped us and told us to find another company, just before christma as they couldnt meet his needs. We are now with another company and the difference is inctedible. I can seak to people without going through a vall centre in sydney. I have direct access to his caters who do not have as many rules about what they cannot do I 2ish id gone with a nrw company many years sgo but was exhausted ftom caring. This company is too big and impersonal and seemc to be intetested in profits over people. They ate not aware of their legan and ethical duty of care and often adked wether i haf family members to fill gaps. I was told that dad cpuld never have a carer on weekends or public holidays. The stress that i went through ytying to meet my dads care needs was huge.

Chaos reigns unabated. Continually disappointed, often disgusted and appalled with this company. Individual Homecare workers are very good overall.Co-ordinators mixed.Current co -ordinator excellent. Privacy and confidential issues with some workers.Some not experienced in basic chores, eg ironing, hanging washing, use of power points. Some damage… Read more

to furniture from vacuuming. Administration at headquarters is at kindergarten level. Constantly changing practices, hard to contact. Long wait on phone calls, no SMS opportunity on clients side.Exorbinate prices for occupational therapists, physiotherapists etc.equipment to their preferred suppliers. (Commissions?) Travel time charged for each individual client despite a number of clients living close to each other? No warning given about new coordinators, new phone numbers. Poor attention to statement billing enquiries. Headings only, no itemised details. No promised responses to surveys, feedback. New team roster system is pathetic...no way to build relationships and direct opposite of claims of caring to their literature. Seem more concerned with selling retirement villages, health insurance etc. Long wait for decisions re new service or product requests. No updates on progress (if any) on requests which takes six weeks on average.What is the appeal process if any? Requests denial process comes from whom, Australian Unity or the Government? No support for workers who rarely see each other let alone meet each other. How they define a " team" is ridiculous with many different workers.How do they differ from commercial cleaning and nursing companies? Money making machine is evident. Profit is this company's goal. It is unwilling to pay more to workers unless forced. In essence, if staff paid more, it is more likely to retain workers which ensures continuity of service and relationships. Compare Australian Unity to other companies. As of writing this today, the initial telephone enquiry is not a local number but can be answered at a call centre hundreds of kms away who have no idea of local services or personnel. Hopeless. Clients need to be aware that it is sometimes cheaper to buy (using package) rather than rent products such as oxygenators, oxygen trolleys etc. Unlike some other Homecare services, Au does not offer smartwatches (for fall alerts) which I have bought privately. The previous pendant was rented for about $54 per month from my package. It was hopeless and only worked inside inparts of my home. Incredible that they are currently offering cash rewards to existing clients who successfully refer new clients, especially when new staff recruitments are low. Enough said, what are the alternatives?

My mum had $64,000 in her care package, but when she really needed the help, Australian Unity said they didn't do overnight care, nor did they have enough staff to give her any extra help. Consequently mum ended up dying in an aged care home without the extra physio she needed to recover from a broken leg. They pay their workers a minimal wage but… Read more

charge the Government supported package 3 times more than the cost of that service. You wonder where our tax payers dollars end up? In the pockets of greedy corporations like Australian Unity

Attention to Australian Unity The home assistance service from Australian Home Unity Age Care Provider was extremely disappointing, stressful and even harmful to the health of my husband. It is far away from caring for and helping elderly people.There is already an inability of the staff in providing a suitable roster system for help. They… Read more

impose onto the client what they want and never tried to consider individual needs. Their roster system is ineffective and never delivered necessary help. In the early time of assistance it was good until the new business model was introduced. Unfortunately that business model is ineffective for home assistance and does not provide help for individual people in need. Perhaps it is applicable for office and warehouse cleaning. Elderly people require more empathy and permanency in assistance. The subsidies for help are wasted. Hoping the staff of that company will become more innovative an d responsible in their decision making. It would be really nice to deliver a better standard of service you promote.

Poor, unmanaged service and communication – My mother was in use of their services. My mother is 83 years old and not in good health, with several medical appointments she needs to attend every week. AU were constantly changing their service times, which meant changing medical appointments. Sometimes not even notifying us of the changes of time, which left my mother sitting at home all day… Read more

waiting for their staff to attend. Assistance on the phone was dreadful, with most service staff not having English as their first language. This made communications and execution difficult and sometimes cryptic. Never agin will I deal this company, and if you care about your aged/disabled loved one, I would advise you to not deal with AU either.

Disappointed – Cleaning my house My stress level is beyond the roof. Vomiting & nose bleeds Today 27th sep 2024 Sent me a bill of $37.50 when it should be only $14+ I got told when I signed up per hour is $7. Something NOT $12.65 A cleaner arrived at my house Monday the 12/8/24 said she was sick oh I said my husband coming home from chemotherapy shortly. Well… Read more

I better not come in today she said. I’ll let the office know about this so you will not get charged. Ok thanks she left, So on Wednesday morning I bought better just double check this sure enough I’ve been charged. Now I didn’t cancel this the cleaner did. Another thing is I’m on really strong medication for septic arthritis of the knees & my lower back. I can’t have a cleaner here until after 12 so I can take my medication with breakfast have a shower & be ready for them. This company has Schedule them in early as 10am I’ve rang them 5 times to tell them sorry I can’t have them here at that time

I’ve had it I’m cancelling them for good Thanks for not making this a easy deal

DO NOT USE THIS ORGANISATION – If you care about your parents do not use this organisation.

So terrible it should be illegal – The worst aged care company you will ever find. Management [Names Removed] are complete incompetent bullies. Should be investigated. They bully staff to write bogus reviews on clients to cover their tracks

Appalling Abuse – I worked at AU aged care as an agency carer. The abuse and bullying I received was appalling. Their staff abuse visitors in a group and attack people. I saw their staff abandon 20 aged care residents as the nurses were too lazy to get out of their office. I will be reporting this on an official basis. I saw an EN shove medication down the throat of one resident. it was appalling.

Australian Unity to be audited and reviewed. Very poor duty of care and lack professionalism – I have reviewed all reviews and concur with all of you. Serious concerns if board members have no or limited expertise in the Aged Care field. I assume staff are pooled from Nortec or Tursa with minimal Cert III. Their understanding of Duty of Care, Professionalism, respect, empathy, and case work / management is highly questionable. I have family… Read more

with AU at the moment and share your experiences. No case plans, poor communication, late or no attendance at visits, poor service delivery and provision of information for clients and family. The list goes on. Not inclusive or caring at all and reeks of financial gain for AU. Shame on you. Lucky for me and unlucky for AU that I have experience (over 30 years) in the welfare industry Gov and Non Gov and currently studying for my Masters in Mental Health. I once held the powers of the Director General and have reviewed many service providers. I current own and run my own business for advocacy and support for NDIS and mental health. You certainly need guidance and staff training AU. And I’d love to speak to you David instead of receiving a standard reply. Your actions and service delivery sure don’t match your mission statement or care. I am advocating for clients currently with AU and will be taking these issues further and formally up the chain. I have accessed policy and will review against their performance and interaction with clients. Many breaches and certainly not forthcoming regarding information about their funds mixed with poor accountability. Serious stuff AU. Not good or caring for your aged care population. Will be addressing issues and making further complaint / liaison to improve service provision. Thank you all.

We are going somewhere else – Not following correct procedures. Poor communication between management and staff. Pre-arranged requests agreed upon, but not carried out. Cleaning duties not done. Staff not wearing correct uniform and poorly presented.