Dispute Resolution and Complaints

We strive to provide the highest levels of service and advice for our customers. But we also understand that occasionally you may not be 100% happy with us, our service, or a product we’ve supplied – if so please let us know asap.

You can do this in several ways:

• Call us on 03 9088 7276 and ask to speak to a call supervisor or manager

• Email us at enquiry@checkyourbill.com.au    attention Customer Care Team.

• Write to us: Customer Care Manager, Check Your Bill, Level 10, 3 Bowen Crescent, Melbourne Vic 3004.

If we can’t resolve your issue immediately, a senior manager will respond to you at the latest by the next business day from receipt of your enquiry.

If we are still unable to resolve the matter within 3 days of this, it will be escalated for the attention of the CEO or deputy CEO who will personally investigate the matter.

Who is PHIO?

From time to time disputes arise between the consumers, the healthcare providers and the health insurers. These are generally about some part of the service that has been provided to the consumer, and may relate to things such as:

1. The level of cover
2. Waiting periods,
3. Benefit paid
4. Transfer process

The Private Health Insurance Ombudsman (PHIO) ensures the welfare and rights of individuals enrolled in Private Health Insurance by:

1. Receiving and addressing complaints related to health insurance issues
2. Offering guidance and information
3. Facilitating the resolution of contractual disagreements between health insurers and healthcare providers to mitigate any adverse effects on consumers.

We may suggest that you contact your health fund or the Private Health Insurance Ombudsman’s office (PHIO):

• 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

Your health fund or PHIO can also be contacted if you feel we are not dealing with your problem.

Thanks,
Check Your Bill Customer Care Team.