Consumer Advisory Body

Express your interest

Our Consumer Advisory Bodies plays an important part in helping us continually improve the care and services we provide. We believe that our customers and their representatives are often the best placed to identify challenges, suggest improvements and highlight what truly matters.

We’ve established one Consumer Advisory Body per Region, Northern, Central and Southern. We welcome participants from all backgrounds, as diverse experiences gives us a richer feedback loop.

Illustration of a carer carefully putting a jacket on an older man

If you are a current Australian Unity Home Health customer or representative, carer or family member, you are invited to nominate yourself for a Consumer Advisory Body.

We look forward to working together to make a positive impact on the care and support we provide to you and the rest of our customers.

An older woman waving to her friends on a bench.

Frequently asked questions

What is the purpose of the Consumer Advisory Body?

Our Consumer Advisory Body provides a meaningful way for customers and their representatives to engage with us.

Members contribute by:

Sharing lived experiences that reflect the quality of care and services
Advising on opportunities for improvement
Reviewing customer resources and materials

Feedback from the group is formally communicated to the Australian Unity Board for consideration in planning and decision making.

What authority do members have?

The Consumer Advisory Body provides advice but does not make decisions on behalf of Australian Unity Home Health. Feedback is shared directly with the Executive Team following each meeting, with a formal report once a year to the Australian Unity Board.

Significant issues and recommendations will be referred for consideration. While not every suggestion can be implemented, all feedback is valued and helps us better understand customer experience.

Members may not make public statements on behalf of Australian Unity Home Health.

How can a small group represent a wider community?

Members represent not only their own experiences but also those of other customers. Some members choose to speak with others before meetings to gather different perspectives. Bringing these insights helps ensure a more complete view of community needs.

Can the Advisory Body resolve my personal complaint?

No this is not a forum for resolving individual concerns. Australian Unity Home Health has a dedicated complaints process for addressing personal issues. The Consumer Advisory Body focuses on broader improvements that can benefit many customers.

Membership and participation

What is expected of members?

Members are asked to use their lived experience to support improvements across Australian Unity Home Health.

Appointments run for 12 months. Meetings are held twice yearly and run for around two hours.

Members are also expected to:

Let us know if they cannot attend a meeting
Act professionally
Maintain confidentiality
Declare any conflicts of interest

How often will meetings be held and how can I attend?

Meetings are held twice a year, for around two hours. Members may attend online.

For meetings to proceed, at least half of the attendees must customers or representatives. If a meeting is cancelled, we will reschedule where possible.

Meeting details will be communicated prior to each session.

How long is a term?

Terms run for 12 months. At the end of each term, we will seek new expressions of interest. Existing members are welcome to re-nominate.

What will be discussed at meetings?

Meetings will generally follow this structure:

Welcome and introductions
Updates from the Board and Executive
Topics referred for Advisory Body feedback
Items raised by Advisory Body members
Close

Agenda items and any pre-reading will be shared beforehand. Members are welcome to request agenda items, while we may not be able to cover everything, all suggestions are considered.

How will everyone's voice be heard?

We encourage a broad range of viewpoints and ensure meetings remain respectful and inclusive. The Chair will support fair turn-taking and help guide structured, purposeful discussions where every member has an opportunity to contribute.

What support will I receive?

Participation is voluntary and does not include a regular payment. However, reasonable expenses associated with attending may be reimbursed. If you require support, please email customerfeedback@australianunity.com.au.

Eligibility and application process

Who can apply?

You can apply if you are:

A current Australian Unity Home Health customer
A representative, family member or carer of a current customer

Who will the members be?

Each Region, Northern, Central and Southern will have a Consumer Advisory Body with up to around 10 members. Members may be customers or their representatives, carers or family members.

Australian Unity employees may attend meetings to support coordination, present information and take minutes. A senior Australian Unity employee or independent agency will Chair the group and Executive team members may also be present.

How are members selected?

All expressions of interest are reviewed based on experience, background, motivation, lived experience and location. We aim to ensure diversity across age, culture, gender and geographic areas and balance representation from different Regions.

Nominations from customers are prioritised. While many applicants submit strong nominations, not all can be selected. All applicants will be notified of the outcome.

What if I can no longer participate?

If you are having difficulty attending or participating, please let us know so we can explore ways to support you. You may step down at any time simply by informing us.

How do I express interest?

Simply complete an expression of interest form, either online or via a paper form sent to you.

Or email customerfeedback@australianunity.com for a copy.

How will my personal information be managed?

Your personal information will be collected and stored securely, in accordance with the Privacy Act 1988 and the Australian Privacy Policy. We will only use or share your information with your consent unless required by law.

You may choose to provide optional sensitive information, such as cultural identity details.

Complete Section A and C

If you are a current Australian Unity Home Health customer, please complete Section A and Section C

Complete Section B and C

If you are a representative, family member or a carer, please complete Section B and Section C

Need help with the form?

If you need help completing this form, please email Customer feedback or call the team at 1300 160 170

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