Dispute Resolution

How you can provide feedback

Health Deal’s aim is to provide high quality services. Whether you loved our service or would like us to improve, we want to hear from you.  In the event you are dissatisfied with your experience, please let us know and we will endeavour to rectify the issue in an appropriate and timely manner.

What to do if you have a complaint

The first thing to do is call us, email us or write to us.

Phone – 1300 369 399
Email – enquiries@healthdeal.com.au
Mail – Operations Manager, Level 4, 973 Nepean Highway Bentleigh VIC 3204

By speaking with one of our friendly staff, we will attempt to resolve your complaint with you directly. Health Deal will ensure that all complaints are promptly replied to within ten working days, including written responses where requested, to all requests of a response to a dispute. If you feel your complaint has been dealt with in an unsatisfactory manner, you can contact us again and we will escalate your complaint to our Internal Dispute Resolution Team for review. After consideration of the matter, a final written response will be provided that will outline the decision reached and the reasons for the decision. Should you remain dissatisfied with the outcome then you can request that the matter be reviewed by Senior Management, who will provide a final written outcome with an explanation of the decision reached.

If following receipt of a final decision from Health Deal you believe the matter has not been dealt with adequately, you may be entitled to refer your case to the Private Health Insurance Ombudsman (PHIO). The PHIO provides a free and independent dispute resolution service for consumers who have health insurance disputes. You can refer complaints to the relevant Ombudsman after 8 weeks of lodging it with Health Deal.

The Commonwealth Ombudsman’s contact details are as follows:

• Complaints Hotline: 1300 362 072
• Website: www.ombudsman.gov.au and www.privatehealth.gov.au
• Email address: info@phio.gov.au

If your complaint is regarding a product or service that you have purchased or received through or from a Health Fund, then you should direct your complaint to the relevant Fund and follow their complaints procedure. Health Deal can only address complaints concerning products or services delivered by Health Deal. We cannot answer complaints on behalf of a service provider or accept responsibility for any such complaints.

As above, if you have any feedback or complaints, feel free to contact us via any of the following means:

Phone: 1300 369 399

Mail: Level 4, 973 Nepean Hwy, Bentleigh, Victoria, 3204
Online: www.healthdeal.com.au
Email: enquiries@healthdeal.com.au

Availability: 9am to 5pm Monday to Friday