Introduction

Health Deal is committed to providing high-quality health insurance comparison services. We recognise the importance of an effective and transparent customer complaint resolution process to ensure fair and efficient outcomes. Our dispute resolution policy is designed in accordance with AS/NZS 10002:2022 to align with modern best practices for complaint management.

Definition of a Complaint

As per AS/NZS 10002:2022, a complaint is defined as:

“An expression of dissatisfaction made to an organisation, related to its products, services, or complaints handling process itself, where a response or resolution is explicitly or implicitly expected.”

Purpose of the Policy

Health Deal is dedicated to delivering high-quality services and ensuring that all complaints are handled fairly, efficiently, and transparently. Our complaints handling approach ensures:

• Compliance with relevant laws and industry regulations.

• Adherence to terms and conditions of our services.

• A customer-first approach to addressing concerns.

Our aim is to ensure a clear, efficient, and impartial resolution process.

Types of Complaints

1. Complaints Regarding Our Health Insurance Service

These complaints relate to issues with the health insurance comparison and advisory services provided by Health Deal, including:

• Incorrect or misleading information about health insurance policies.

• Delays in processing policy details or comparison results.

• Dissatisfaction with the outcome of policy recommendations.

2. Complaints Regarding Marketing

Health Deal strictly adheres to marketing compliance guidelines. Complaints in this category may include:

• Unwanted marketing calls.

• Receiving marketing emails without consent.

If you request to never receive a call from us again, we will place you on our internal Do Not Call (DNC) list, which will prevent any further calls from our system.

If you receive a marketing email, you can unsubscribe using the link in the email, and you will no longer receive marketing communications from Health Deal.

3. Complaints Regarding Other Issues

This includes complaints related to:

• Staff behaviour or professionalism.

• Website usability and technical issues.

• Any concerns not directly related to health insurance services or marketing.

What to Include in Your Complaint

To help us understand your complaint, if you choose to write to or email us, please include the following information:

• The word ‘Complaint’ in the subject line of your email.

• Your name and contact details, including your preferred telephone number.

• A clear explanation of what your complaint is about.

• Copies of any relevant documents that support your complaint.

• The outcome you would like from your complaint.

If You Need Help Making a Complaint

Authorising a Support Person

If you need help or support to make a complaint, you can authorise someone, such as a family member or friend, to contact us on your behalf. We need your permission to speak with them about your complaint, and you can provide this authorisation verbally or in writing.

Interpreter Service

If English is not your first language, the Translating and Interpreting Service (TIS National) provides free interpreting services. You can contact TIS National at 131 450.

Accessibility Support

If you are deaf or have difficulty hearing or speaking on the phone, the National Relay Service (NRS) can assist you. Visit the NRS website for more information on how to access the service.

How Long Will It Take?

If we cannot resolve your issue immediately, we will acknowledge your complaint either verbally or in writing.

Your complaint will then be escalated to the relevant Customer Service Team, who will work towards resolving it as quickly as possible. We are required to finalise complaints within regulatory timeframes, which vary depending on the product involved.

If We Can’t Resolve Your Complaint to Your Satisfaction

We aim to resolve all complaints fairly and efficiently. If you remain dissatisfied with our response, you can escalate your complaint to the Private Health Insurance Ombudsman, as detailed below:

Private Health Insurance Ombudsman

• Phone: 1300 362 072

• Post: Commonwealth Ombudsman, GPO Box 442, Canberra ACT 2601

• Online Complaint Form: www.ombudsman.gov.au

How to Lodge a Complaint

Customers can submit complaints through the following channels:

• Email: customerservice@healthdeal.com.au

• Phone: 1300 369 399

• Online: Health Deal’s website enquiry form

• Mail: Health Deal, Level 4, 973 Nepean Hwy, Bentleigh VIC 3189

• Regulatory Bodies: Including the Private Health Insurance Ombudsman

Complaint Handling Process

1. Acknowledgment & Initial Response

• Complaints will be acknowledged within 48 hours.

• Customers will receive an initial response within five business days of lodging their complaint.

• If further investigation is required, regular updates will be provided.

2. Investigation

• Health Deal will conduct a fair and impartial investigation.

• The process may include reviewing call recordings, speaking with staff, and assessing documentation.

• A dedicated Complaints Officer will oversee all investigations.

3. Resolution

• Once investigated, Health Deal will communicate the outcome and any corrective actions taken.

• If a resolution is not satisfactory, customers will be informed of further escalation options.

Confidentiality & Data Protection

• All complaints will be treated with strict confidentiality.

• Customer data will be securely stored in compliance with the Australian Privacy Act 1988.

• Information will only be shared with parties directly involved in the complaint resolution process.

Continuous Improvement & Policy Review

• Health Deal is committed to continuous improvement in complaint management.

• Regular reviews and analysis of complaints will help refine processes.

• The policy will be reviewed annually to maintain compliance with regulations and industry best practices.