Feedback and complaints
At Medibank we value your comments and are continuously looking at ways to improve our products and services. If you have any feedback for us or require further explanation on any matter affecting your membership please let us know.
At Medibank we always aim to do the right thing by our members - and we appreciate your positive feedback when we get it right!
We also recognise that sometimes we get things wrong. When this happens, we want to hear about it straight away so we can quickly fix it and, if necessary, adjust our products and services to avoid it happening again. You can provide feedback or lodge a complaint with us through the following channels.
We're proud to be a signatory to the Private Health Insurance Code of Conduct. The code was developed by the private health insurance industry and aims to promote the standards of service to be applied throughout the industry. The code is designed to help you by ensuring that: Information which we provide to you is written in plain language Our employees are competently trained to deal with your enquiries We protect the privacy of your information in line with the privacy legislation You have access to a reliable and free system of addressing complaints with us. A copy of the code is available online at http://www.privatehealthcareaustralia.org.au/codeofconduct.
We have a complaint handing system in place to resolve complaints fairly and efficiently. You can read more about it in the Medibank Complaint Handling Policy for Members.
Before lodging a complaint, you may like to take a look at the Medibank Member Guide. The Guide provides a summary of our Fund Rules and policies, and is designed to help you understand how your Medibank membership works.
If you're still dissatisfied with the outcome of your complaint, you can receive free, independent advice from the Private Health Insurance Ombudsman at this address www.ombudsman.gov.au or phone 1300 362 072.
For general advice about Private Health Insurance visit www.privatehealth.gov.au