The Directors, Managers and staff of Health Link Consultants (Health Link) understand that, although we do our best to provide a high level of service, you may at times feel that there are issues that have not been resolved to your satisfaction.
At some point you may feel dissatisfied but are unsure how to have your complaint considered and resolved.
Health Link is committed to providing memorable, superior service and health insurance advice. Complaints provide Health Link with an opportunity to identify where it may be failing this commitment. To ensure our valued clients have the opportunity to make these complaints known, Health Link has a Complaints and Dispute Resolution Procedure which clients can access free of charge. This procedure means:
- you have a way of having your complaints addressed;
- our Directors and Senior Management will be aware of the issue that is of concern to you; and
- where possible, Health Link has an opportunity to improve its procedures and services.
What is a complaint?
A complaint is a verbal or written expression of dissatisfaction by a client about the service or advice provided by Health Link.
What is a dispute?
A dispute arises if a client makes a complaint about the service or advice provided by Health Link and they are not satisfied with the response they receive from Health Link.
Things you should know
You are not obliged to pursue a dispute with Health Link using our Internal Complaint and Dispute Resolution Procedure; however you are encouraged to, for the following reasons:
- it gives us an opportunity to resolve your dissatisfaction quickly, conveniently and at no cost to you;
- a quick, mutually agreed outcome to your complaint is the best result for all concerned;
- you provide Health Link with an early opportunity to correct any systematic problems we may have;
- complaints will be treated fairly, confidentially and in a timely manner; and
- if you are dissatisfied with the outcome you can still pursue External Dispute Resolution.
Steps in the process of Complaints and Dispute Resolution
Step 1 – How to make a complaint
In most circumstances your complaint can be settled to your satisfaction by simply making us aware of it. You can raise your complaint with our staff by telephone or in writing by letter, facsimile or email.
If a staff member is unable by reason of authority or experience to handle the matter it will be referred to a more senior or experienced person.
In the great majority of cases your complaint will be dealt with promptly and to your satisfaction without the need to refer the matter to a more senior person.
If the complaint does not relate to the service or advice provided by Health Link but instead relates to the benefits or services provided by a health insurer, we will assist you to have your complaint heard and dealt with promptly and fairly by the health insurer.
Step 2 - Recording your complaint
All complaints and disputes about the service or advice provided by Health Link will be recorded in our Complaint and Dispute Register and in your client record on our Electronic Client Records System.
Where a complaint cannot be resolved to your satisfaction immediately, it may be necessary for you to answer some additional questions in order to provide all the relevant information so that Health Link’s management may properly investigate the complaint.
A staff member, when required, will assist you with registering your complaint. When receiving a verbal complaint the staff member may enter details into our Electronic Client Records System and our Complaint and Dispute Register. The staff member may then read the details to you and obtain your consent to its accuracy before taking any further action.
Step 3 - Complaint Resolution
If a staff member or manager cannot resolve the complaint to your satisfaction you will be invited to write to the Company Director/s to have the matter reviewed.
Should you be dissatisfied with the Directors’ review, you can contact the Private Health Insurance Ombudsman (see later section).
Step 4 – Dispute investigation
Health Link is committed to maintaining an independent process and has appointed a senior staff member as its Disputes Officer. The Disputes Officer can be contacted if:
- you feel uncomfortable dealing with the staff member or manager responsible for handling your complaint; or
- you are dissatisfied with a manager’s response to your complaint or with their conduct; or
- you feel that the complaint should be investigated in confidence without specified staff or managers having the responsibility to respond.
Your dispute will be fully investigated by the Disputes Officer and a decision made on the matter. You can contact the Disputes Officer using the following details:
Disputes Officer
Health Link Consultants
Telephone: 03 9670 5555
Email: advice@health-link.com.au
Mail: PO Box 13107, Law Courts, VIC 8010
Step 5 – How you will be informed of the outcome
In the majority of cases you will be advised of the outcome in writing within 10 working days. Should there be exceptional circumstances causing a delay we will advise you within 10 working days of the circumstances causing the delay and when we expect the matter to be resolved.
It is our expectation that you should receive a decision regarding a complaint on most matters within 45 working days.
Step 6 – External dispute resolution
If, in spite of our best efforts you are not satisfied, you:
- will, where appropriate, be given general reasons for the outcome, and
- will have access (free of charge) to external dispute resolution:
Private Health Insurance
Private Health Insurance Ombudsman
Telephone: 1800 640 695
Fax: 02 8235 8778
Mail: Level 7, 362 Kent Street, Sydney NSW 2000
Email: info@phio.org.au
Website: www.phio.org.au
Overseas Visitors Health Insurance (provided by a General Insurer)
Financial Ombudsman Service
Telephone: 1300 780 808
Fax: (03) 9613 6399
Mail: GPO Box 3, Melbourne VIC 3001
Website: www.fos.org.au
Details of how you may access these services will also be provided when you are advised of the outcome of our investigations or if we are unable to resolve your complaint within our specified time limits.
Step 7 – Health Link response
Health Link's Internal Complaint and Dispute Register and Electronic Client Record System will be updated showing the result and wherever appropriate, our policies, systems and procedures will be adjusted and staff counselled or provided with additional training.