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.

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Proudly not-for-profit since 1951.

We turn 70 at the beginning of 2021. Seventy years of providing the highest value health insurance will teach you a thing or two about health and loyalty. We are proud to say that after 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 complains 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;