Escalation of complaints and disputes
CBHS has clearly articulated procedures for referring unresolved complaints to the relevant Manager, then on to the Dispute Resolution Committee.
Referral to the Private Health Insurance Ombudsman
If the complainant disagrees with CBHS’s Dispute Resolution Committee, CBHS may refer the complainant to the Private Health Insurance Ombudsman (PHIO).
PHIO can be contacted on 1800 640 695 or a member can write to:
The Private Health Insurance Ombudsman
Suite 2, level 22, 580 George Street
SYDNEY NSW 2000
Phone: 1800 640 695
Fax: (02) 8235 8778
See also PHIO complaint brochure for further details:
In the first instance, a customer must lodge their complaint with CBHS following the procedures stated above, and if they are not satisfied with the outcome of our processes, then the complainant has the right to lodge the complaint with PHIO.
If the complainant is still not satisfied with the outcome, then the complaint may be taken to the Office of the Australian Information Commissioner (OAIC).
OAIC can be contacted on 1300 363 992 or a member can write to:
The Office of the Australian Information Commissioner
GPO Box 5218
Sydney, NSW 2001
Phone: 1300 363 992
See also OAIC privacy complaint brochure for further details: