Disputes and complaints policy
This policy aims to increase member satisfaction with CBHS and enhance our relationship with members. It also establishes a framework for managing complaints and disputes and as a point of reference regarding interpretation.
Fairness: Complainants have a right to be heard and respected. CBHS will carefully consider all information provided by a complainant, tell the complainant about the complaints and disputes handling process and how the complaint/dispute is progressing, and respect a complainant's privacy. CBHS will make sure that the complainant is fully informed about any decisions or outcomes from the complaint/dispute including the general reason for the outcome. If a member asks someone who is not included in their membership to complain on their behalf, we may ask the member to give us permission in writing to talk to that person. This ensures that we meet our obligations to protect our members' privacy.
Member's rights: CBHS recognises, promotes and protects complainants' rights, including the right to comment and complain.
Resources: CBHS will 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: CBHS will acknowledge receipt of each complaint immediately and will make every attempt to resolve complaints and disputes within 3 days of receipt. CBHS will also keep the complainant informed of the progress of their complaint.
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
All aspects of complaints and disputes will be addressed and where appropriate, CBHS 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 - 2019
Visibility: This policy has been published on cbhs.com.au and in information brochures.