CBHS Health logo
  • Health insurance
    • Types of cover
      • Hospital & Extras
      • Hospital cover
      • Extras cover
      • Packaged cover 
      • Ambulance cover
      • Dependant cover
      • GET A QUOTE
    • Lifestage cover
      • Singles & couples
      • Families & sole parents
      • Mature families
      • Retirees
    • Why CBHS
      • Why join CBHS
      • Testimonials & stories
      • Member-owned fund
      • Why do I need private health insurance?
    • Health insurance explained
      • Check your eligibility
      • Switching health insurance providers
      • Waiting periods
      • Restricted services
      • Government initiatives
  • Member health
    • Health & wellbeing
      • About health & wellbeing
      • Healthy living
      • Health & wellbeing resources
      • CommBank Health Hubs
    • Get care
      • About getting care
      • Before your hospital stay
      • Hospital in the home
      • Rehabilitate & recover
    • Managing your health
      • About managing your health
      • Services at home
      • Artificial aids & healthcare aids 
    • Health services
      • Health services A-Z
      • Common procedures
      • Find a service or hospital
  • Tools & support
    • Handy tools
      • Tax statement
      • Member discounts
      • Forms & downloads
      • CBHS mobile app
      • Going to hospital
    • How to
      • Pay my bill 
      • Refer a friend or family
      • How to claim
    • Updates
      • CBHS news
      • Service updates
    • Find a provider
      • Hospital search
      • Access Gap Cover
      • HICAPS provider search
      • Choice Network provider
  • Mind & body
  • Call
Member login icon Login
Get a quote
CBHS Health logo
  • Health insurance
    • Types of cover
      • Hospital & Extras
      • Hospital cover
      • Extras cover
      • Packaged cover 
      • Ambulance cover
      • Dependant cover
    • Lifestage cover
      • Singles & couples
      • Families & sole parents
      • Mature families
      • Retirees
    • Why CBHS
      • Why join CBHS
      • Testimonials & stories
      • Member-owned fund
      • Why do I need private health insurance?
    • Health insurance explained
      • Check your eligibility
      • Switching health insurance providers
      • Waiting periods
      • Restricted services
      • Government initiatives
  • Member health
    • Health & wellbeing
      • About health & wellbeing
      • Healthy living
      • Health & wellbeing resources
      • CommBank Health Hubs
    • Get care
      • About getting care
      • Before your hospital stay
      • Hospital in the home
      • Rehabilitate & recover
    • Managing your health
      • About managing your health
      • Services at home
      • Artificial aids & healthcare aids 
    • Health services
      • Health services A-Z
      • Common procedures
      • Find a service or hospital
  • Tools & support
    • Handy tools
      • Tax statement
      • Member discounts
      • Forms & downloads
      • CBHS mobile app
      • Going to hospital
    • How to
      • Pay my bill 
      • Refer a friend or family
      • How to claim
    • Updates
      • CBHS news
      • Service updates
    • Find a provider
      • Hospital search
      • Access Gap Cover
      • HICAPS provider search
      • Choice Network provider
  • Mind & body
Member login icon Login GET A QUOTE
  • Home
  • Disputes & complaints

At CBHS we help you manage your health challenges. We believe in offering you the services, support and tools you need to live your best life.
Health and Wellness Programs are available to support eligible members towards a healthier lifestyle. Each Health and Wellness Program is subject to its own eligibility criteria.
Contact us for more information and to confirm your eligibility for a program.

Disputes and complaints

Members are at the heart of everything we do, so if we haven’t met your expectations, we need to hear from you.

A man watching ipad

Proudly not-for-profit since 1951.

Over 70 years of providing great value health insurance will teach you a thing or two about health and loyalty. We are proud to say that after more than 70 years, we still exist to bring you value every day. Simply put; our loyalty is to you and your health is our priority.

If you have a complaint or dispute, please get in touch with us.

Phone: 1300 654 123.

Email: complaints@cbhs.com.au

Post: CBHS Health Fund Limited, Locked Bag 5014, Parramatta, NSW 2124

Our aim is to continually improve our level of service and products. When it comes to complaints, we are committed to achieving a fair and reasonable outcome for all our members. You can contact us any of the ways below.


Disputes and complaints policy

Fairness: You have a right to be heard and respected.  Our internal complaints procedures are designed to:

  • Explain the complaint or dispute process to you if necessary
  • Carefully consider all relevant information about your complaint or dispute
  • Tell you about the progress of the complaint or dispute
  • Respect your privacy and those of other persons you have given us written permission to talk to
  • Make a fair and reasonable decision in the circumstances
  • Provide general reasons for the outcomes we have reached

Members’ rights: We recognise, promote and protect complainants' rights, including the right to comment and complain.

Resources: We have appropriately selected, adequately trained and well supported staff to handle complaints and disputes and will use this policy as part of their induction program.

Responsiveness: We will acknowledge receipt of each complaint immediately and will make every attempt to resolve complaints and disputes within three days of receipt. We will also keep you informed of the progress.

Monitoring: We monitor all complaints and disputes so that we can improve the quality of our products, services and communication: including complaints of unclear policy documentation and changes to entitlements to benefits.

Fees: CBHS does not charge a fee for dealing with complaints and disputes.

Remedies:  Responding to a complaint or dispute will, where possible, include a remedy appropriate to the situation. Remedies include:

  • refunds
  • information
  • referral
  • financial assistance
  • apology

We will address all aspects of complaints and disputes and where appropriate, we will consider offering the same remedy to others who may have had a similar experience but who have not lodged a formal complaint/dispute.

See also:  CBHS Complaints Handling and Disputes Resolution Policy


Escalation of complaints and disputes

Under our internal complaints and disputes procedures, you can refer your unresolved complaints to the relevant manager, and if necessary, to our Dispute Resolution Committee.

Private Health Insurance Ombudsman

To make a complaint, contact the Commonwealth Ombudsman at www.ombudsman.gov.au

For general information about private health insurance, see www.privatehealth.gov.au


Privacy complaints

You can also make a complaint if you believe we have breached any of the Australian Privacy Principles in the Commonwealth Government’s Privacy Act 1988  or any requirement in the CBHS Privacy Policy.

First, lodge your complaint with us following the procedures stated above. If you are not happy with the outcome, then you may refer the complaint to PHIO (as above) or to the Office of the Australian Information Commissioner (OAIC).

Contact OAIC on 1300 363 992 or write to:

The Office of the Australian Information Commissioner
GPO Box 5218
Sydney, NSW 2001

Phone: 1300 363 992
Email: enquiries@oaic.gov.au

See also OAIC privacy complaint brochure for further details;

https://www.oaic.gov.au/privacy/privacy-complaints/

  • Health insurance
      • Extras cover
      • Packaged cover 
      • Ambulance cover
      • Why join CBHS
      • Member-owned fund
  • Member health
      • Healthy living
      • About getting care
      • About managing your health
      • Health services A-Z
      • Mind & body
  • Tools & support
      • How to claim
      • Tax statement
      • Member discounts
      • Forms & downloads
      • Pay my bill 
      • Find a provider
  • CBHS Corporate
  • CBHS International
  • Contact us
  • About us
  • Careers
  • Disputes & complaints
  • For providers

The CBHS Group acknowledges Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the lands on which we gather, live and work. We pay our respect to First Nations peoples and their Elders, past and present.

Got a question?

No problem, we're here to help.

CareyCarey
Minimise chatbot
Close
  • apple app store
  • google play store
CBHS Health logo
A Member Health Fund
  • Glossary
  • FAQ
  • Terms of use
  • Privacy policy

Copyright © 2025 CBHS Health Fund Limited ABN 87 087 648 717