Upper Murray Family Care
UMFC is dedicated to safeguarding the privacy and confidentiality of all individuals and groups we engage with, including clients, staff, volunteers, Board Directors, and representatives of organisations we interact and collaborate with. We are committed to upholding the right to privacy by ensuring that personal information is collected, stored, and used responsibly and ethically.
We respect and protect our clients’ rights to privacy in all aspects of our service delivery. This includes how we manage information about their needs and the support we provide. Our practices are guided by a strong commitment to transparency, integrity, and compliance with relevant privacy laws and standards.
Please click the button below to review the UMFC Privacy Policy in full.
Feedback and Complaints
Upper Murray Family Care (UMFC) welcomes all feedback. Feedback tells us what’s working and what’s not, and helps us to make sure we’re providing high-quality and suitable services.
UMFC values the outstanding contribution of it’s employees and programs to the community. To shine a well deserved spotlight on those making a difference, please complete the following Compliments form via the button below.
If you’re not satisfied with any aspect of our service, we encourage you to raise any concerns directly with your
practitioner in the first instance. At all times, we will try to work with you to achieve a satisfactory outcome.
Steps to making a complaint:
Step 1: Write or speak with your UMFC practitioner or therapist or their team leader. You may use an advocate,
interpreter, or support person to assist you if required. Please ask us if you need help to organise this assistance.
Step 2: The practitioner or therapist or their team leader will let you know what they will do to investigate your
concern and how long this will take. In most cases, they will investigate and respond to you verbally and in
writing within 21 days.
Step 3: If you’re not happy with the outcome of your complaint, you may ask for a review from a more senior
UMFC staff member such as a Service Manager, an Executive Director or the Chief Executive Officer.
See additional resources below
Speak up and make a complaint when needed
Complaints are a valuable form of feedback, a vital part of child safety, and an opportunity for UMFC to learn how to improve our services and make things better for everyone
If you wish to take the matter further, you may contact:
Child Safety Commissioner p/ 1300 782 978 • w/ ccyp.vic.gov.au
Department of Education p/ 1300 333 231 • w/ education.vic.gov.au
Department of Families, Fairness and Housing (Vic) p/ 1300 884 706 • w/ dffh.vic.gov.au
Department of Social Services p/ 1300 653 227 • e/ complaints@dss.gov.au • w/ dss.gov.au
Victorian Ombudsman p/ 1800 806 314 • w/ ombudsman.vic.gov.au
NSW Ombudsman p/ 1800 451 524 • w/ ombo.nsw.gov.au
Victorian Legal Services Board + Commissioner p/ 1300 796 344 • w/ lsbc.vic.gov.au
NDIS Quality and Safeguards Commission p/ 1800 035 544 • w/ ndiscommission.gov.au
UMFC Board Chair PO Box 725, Wodonga VIC 3689
Victims of Crime Commissioner Victoria p/ 1800 010 017 • w/ victimsofcrimecommissioner.vic.gov.au
Office of the Victorian Information Commissioner p/ 1300 006 842 • w/ ovic.vic.gov.au
Office of the Australian Information Commissioner p/ 1300 363 992 • w/ oaic.gov.au
Our focus is always on the best interests of the children we support.
We hear their voices and we maintain their safety and wellbeing as paramount.
