102 reviews
Reviews with attachments
Couldnt be any happier with the service supplied. The ladies are always helpful and cheerful Show reply
run as far away as you can – I find it concerning that this company, while boasting of being a members-owned, ie. mutual; forces its customers to accept assistive mobility equipment EXCLUSIVELY from Australian Unity's "preferred supplier", being this of course Aidacare. At the same time, contrary to their agreement with their customer, AU prevents their customers from… Read more
choosing equipment, often of superior quality and better pricing from local competitive suppliers.
Aidacare is an assistive technology supplier 51% owned by private equity.
Can’t believe this company is still operating – Maitland Branch management is hopeless Was told I had to go fully managed - I had self managing for at least 5 years Advised by care manager to spend the rest of dads funds & the wouldn’t let the funds dry up before a higher package was achieved Care manager left I continually rang to express my concerns of running out of funds No one returned… Read more
my calls Finally was told the care manager had left & dad was going to run out of funds Was still being charged Care Management fees even though there was on Care Management being provided Have tried to get in contact with the Melbourne head office but that seems to be impossible Overcharged for staff travel - $54 for staff traveling to a client is ridiculous Happy to talk to someone from Australian Unity- apart from the Maitland Branch if anyone would like to contact me I would like to add that the care workers who attended to my father were lovely & I have nothing but praise for them Have been told by most that management is not listening to them & many good workers have left Such a shame Michelle Marks
Very poor service – Lucky for us we had an independent support worker we loved. Could not get any help from case manager. Phone calls emails not answered in reasonable time. Waited months to see an OT before we could get anything. We ended up using a plastic garden chair because we had to wait on OT.purchased, walker,wheelchair inebuliser etc because we couldn't… Read more
wait.. We were constantly billed fir services not received even though they were notified every time if he Was in hospital or didn't need services. My husband passed away before OT could come snd see him. Had over $15000 in the kitty but couldn't get any help. Stay away from this crowd. All they want is money
Latest follow-ups
This review is SPECIFICALLY in relation to care partner from East Maitland, name starting with N. I am my mother’s EPOA and EG. It has become… Read more
increasingly impossible to contact this person in relation to any aspect of my mother’s care plan. There was a time when you could get an answer and correct mistakes, but that time has long, long passed. Phone staff are very helpful and go above and beyond to try and resolve issues. The care workers are amazing. Real issue lies with the care partner who sends emails asking questions and elicits a response. They NEVER acknowledge the response, or put anything into action. My mother’s comprehensive care review was obviously written well after the fact and in no way is a reflection of any of the issues discussed in relation to my mother’s decline. Using that report she put a request in to My Aged Care for an increase in package via a review. Because the information in the review indicated no change, My Aged Care have declined the review leaving my mother open to having to pay a gap in care costs. Incontinence products were over ordered and we’ve requested a temporary stop, but when trying to have it reinstated was told she would need to be reassessed by a nurse and please advise if we want to arrange that. Yes please was the response. Have had no response or update on this matter for 2 weeks. Care partner never available via phone. Does not answer emails, and always seems to be on leave. With the level of dissatisfaction I have with the management of my mother’s care needs would rate this review 0 if I could. More than happy to discuss with any management from another branch or Melbourne. I have submitted a complaint, but received zero feedback. Cannot complain to branch manager because East Maitland no longer have one.
Suggestion: when dealing with customers be very clear about when follow up will occur, especially if you are writing and wanting a response to clarify and know you’re going away for 2 weeks. Make that clear. It takes around a month to get anything dealt with and customer needs to chase an elusive care partner who fobs phone calls off to other branch. That was the only time I received a response in almost 6 months of requests and it was from someone who had never met my mother, or had a comprehensive picture of her care needs. It remains one of the most efficient and helpful responses I have had. Thank you L at Tamworth.
Follow-up · Customer service contacted me. I provided details for my mother and care partner and they advised they were passing this on to “management” at which point I received a request to complete a survey indicating my level of satisfaction. If this is Australian Unity’s idea of resolving customer issues, don’t bother reaching out because it’s an insult.
Follow-up · After posting a review I received a response from the care partner, so I deleted it. That was over two weeks ago and she was going to look into things and advise. Since deleting I have had no follow-up communication, so have reinstated this review. … Read more
I am very happy with how Australian Unity is meeting my needs at the moment. Consistent, friendly, helpful staff who do their job well makes life so much easier for me. They are angels in disguise. Show reply
Follow-up · 1.Scheduling has settled down now they have gone back to previous arrangements. I mostly have the same person and same time give or take an hour. 2.Have been with Australian Unity for quite a few years. 3. At the moment I only need household help. Everything is done well and makes life so much easier and keeps me longer in my home.
satisfied with the service received on all counts. Pleasant, helpful workers and easy communication with Australian Unity Show reply
Follow-up · No problems. Communication with Tracy Wood was easy waiting to hear from new contact.
Positive reviews
I have only received two visits from Australian Unity so I am new to their service. I am extremely happy with my cleaner and her standard of work is excellent as I like my home to be as clean as possible. Show reply
As new clients & just one visit we highly rate the way that we were treated. Have suggested we need a closer contact point other tan Victoria whist we are in Queensland. Show reply
Follow-up · Service provided is for 2 hours housework fortnightly. Mainly showers & house cleaning. Angela has now been twice & we are very happy with her work & attitude. Have asked for her to be our regular provider. One negative was that we had to make contact with office to get that second visit as we seem to have been forgotten. Hopefully this won't happen again.
Australian Unity has been really great and I know that if I have any problems or queries, a short call or message to them usually fixes everything. I would recommend them to anyone looking for a Home Health & Care provider. Show reply
Follow-up · I did not say there had been a problem but if there was one I am well aware that a quick call to Australian Unity would have any problem fixed ASAP. Again, I reiterate I highly recommend Australian Unity to anyone looking for a Home Care Provider.
Negative reviews
AU has lost the 8 ball. With elderly parents requiring assistance through the home care package we are facing several issues. One of their service providers recommended some assistive technology and the care provider (admin) ignored all contact, same with the physio, the billing is up the creek and the care partner has since resigned - how did… Read more
we find out?- through an out of office after ignoring several emails etc. No contact had been received from AU to advise the care partner has resigned and they will be providing a contact soon. We won't talk about the billing. How they balance their books, we have no idea. Considering they should be looking after the elderly and frail, fragile and sick people, they are failing. This is quite insensitive service and for the several months have had no contact with the care provider also ignoring service companies.
Hi Caroline. Thank you for sharing this feedback… Read more
1 star is far too generous and they were sacked here. I use a commercial service just once yearly for heavy duty thorough spring cleaning and do the lighter/daily cleaning myself.
Hi Bryan B. Thank you for taking the time to… Read more
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Very disappointed. Been with Australian Unity for domestic assistance under my age care for two years and in that time I’ve had that many different cleaners I’ve lost count. Some have been great but most have been very average. I’m now changing providers.
Hi Trish81. Thank you for taking the time to… Read more
Recent reviews
Could not be more happy than the service i received From AUHH the young lady who visited me was OUTSTANDING And spoke like we were old friends and language I understand Dont get that these days All my questions were answered Show reply
I couldn't be happier with Australian Unity and their wonderful staff!!! SO professional yet friendly and they make it more than obvious that they thoroughly enjoy the work they are doing for their clients. I also love the fact that I regularly have the same provider thus not having to waste time explaining everything I need and want and where everything is. Lyn Show reply
A big Thank you to My Case Manager Mandy.. & the Fantastic Carers.. I have got.. Thank you.. Mandy.. Luan.. Kylie.. Jessica.. Zenfrie the Chinese Lady.. You All are Fantastic Keep up with your Good Work.. Show reply
Very professional, courteous and considerate staff. Any queries or problems we have had were dealt with in a timely and professional manner. All communication has been clearly set out and easy to understand. Show reply
The only problem we have is the billing system. It's been 6mths and we haven't received one yet. Being a pensioner the owing figure will be above our means. Please look into this. Show reply
I have been using Australian Unity for a couple of months now and found the communication from the service really great. I had to work around with a Drs appointment recently with my service and nothing was too much trouble and they went out of their way to accommodate the change so I didn’t miss out. Show reply
I am 83 yrs and can't walk without aid at home have a zimmer to get around and in the kitchen have a saddle seat stool. The home help also puts my washing on the line and change the sheets on my bed. when they have done all we have a cup of tea if they have time. No complaints Show reply
The only good thing about AU is that they are the ONLY company that provides a service in my area. I live in a fairly remote hamlet of North Western NSW and whilst the service staff usually do a first rate job I cant say that for the administration. Often promoting themselves as working to provide the best service for clients, my reality is the… Read more
opposite. No matter what your concerns or needs are they just go ahead and do what is BEST FOR THEMSELVES. An example is: With only 2 clients in our hamlet of about 20 people both of us received a small service of 1-1/2 hours per fortnight no matter how often we ask them to change the visit times to meet our individual needs of one seeking an early visit and the other a later visit, they NEVER act on our representations. If I had the choice of an alternative provider theres no way AU would be my choice. They only get 2 stars because I cannot fault the service delivery staff.
Hi Mirriulah. Thank you for sharing your… Read more
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I couldn't be without Australian Unitys help in our home .Caring for my husband with vascular dementia mixed with alzhiemers is so demanding .We look forward to seeing the care workers who are so dedicated . Show reply
Australian unity do a great job iam very happy with there service. Show reply
I am very happy with Australian Unity, they are very prompt to respond to queries and are always caring, respectful and professional. I have no hesitation recommending them. Show reply
I would highly recommend Australian Unity for their services, & helpful assistance with your needs Show reply
all carers have been prompt, reliable & do a great job which I cannot accomplish now myself Show reply
Punctual, professional, empathic, kind support worker - and helpful behind the scenes admin staff. Show reply
I am completely satisfied with my service with Australian Unity. Show reply
Australian Unity does its best to serve the needs of their clients, sometimes theres outstanding results Show reply
Hi Kittyleo. We appreciate you sharing your… Read more (+2 replies)