Resolutions Process

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In case of a complaint

Health Partners strives to provide you with quality products and services. However, we recognise that despite our best intentions, members may have concerns or complaints regarding their membership with us.

To ensure that all feedback and concerns are heard and addressed fairly and satisfactorily, we have a formalised Dispute Resolution Process. If you are not satisfied with, or have concerns about our products, service, decision on claims, or service from a Health Partners Participating Provider, please take the following steps:

Step 1: Contact us

We are committed to discussing and addressing your concerns promptly. Please contact us by:

Phone
1300 113 113

Mail
Health Partners
Reply Paid 1493
Adelaide SA 5001

Email
ask@healthpartners.com.au

In person
With a Member Services Consultant, Supervisor or Manager at the centre that handled your matter.

To assist us in helping you, gather all documentation, including your membership details, and consider the questions that may assist us in resolving the issue. Once you have explained your concern, we will work toward resolving the matter to your satisfaction.

Step 2: Escalation

If, once you have contacted us and despite our best efforts, you are not satisfied with the outcome, the matter can be referred to the Health Partners’ Dispute Resolution Officer, by:

Phone
1300 113 113

Mail
Manager Customer Relations,
Health Partners
Reply Paid 1493
Adelaide SA 5001

Email
complaints@healthpartners.com.au

If, after this, you are still not satisfied with the outcome, we will refer the matter to the Health Partners’ Chief Executive Officer.

Step 3: Private Health Insurance Ombudsman

If you feel that your issue is still unresolved or that the complaint was not dealt with fairly, the Commonwealth Ombudsman can provide free and independent advice. The Ombudsman can be contacted by:

Phone
1300 362 072 (select option 4 for Private Health Insurance during business hours)
1800 640 695 (free call from anywhere in Australia, excluding mobile phone calls)

Fax
(02) 6276 0123

Email
phio.info@ombudsman.gov.au

Post
Private Health Insurance Ombudsman
Commonwealth Ombudsman
GPO Box 442
Canberra ACT 2601

Internet
ombudsman.gov.au

Procedures are in accordance with International Quality Standard ISO 10002–2014 (Quality Management — Customer Satisfaction).