In the first instance, a customer must lodge their complaint with CBHS Corporate Health following the procedures stated above, and if they are not satisfied with the outcome of our processes, then the complainant has the right to lodge the complaint with PHIO.
If the complainant is still not satisfied with the outcome, then the complaint may be taken to the Office of the Australian Information Commissioner (OAIC). OAIC can be contacted via phone 1300 363 992 or email email@example.com.
This policy aims to increase member satisfaction with CBHS Corporate Health and enhance our relationship with members. It also establishes a framework for managing complaints and disputes and as a point of reference regarding interpretation.
Fairness: Complainants have a right to be heard and respected. CBHS Corporate Health will carefully consider all information provided by a complainant, tell the complainant about the complaints and disputes handling process and how the complaint or dispute is progressing, and respect a complainant's privacy. CBHS Corporate Health will make sure that the complainant is fully informed about any decisions or outcomes from the complaint or dispute including the general reason for the outcome. If a member asks someone who is not included in their membership to complain on their behalf, we may ask the member to give us permission in writing to talk to that person. This ensures that we meet our obligations to protect our members' privacy.
Members’ rights: CBHS Corporate Health recognises, promotes and protects complainants' rights, including the right to comment and complain.
Resources: CBHS Corporate Health will have appropriately selected adequately trained and well supported staff to handle complaints and disputes and will use this policy as part of their induction program.
Responsiveness: CBHS Corporate Health will acknowledge receipt of each complaint immediately and will make every attempt to resolve complaints and disputes within three days of receipt. CBHS Corporate Heath will also keep the complainant informed of the progress of their complaint.
Monitoring: We monitor all complaints and disputes so that we can improve the quality of our products, services and communication including complaints of unclear policy documentation and changes to entitlements to benefits.
Fees: CBHS Corporate Health do not charge a fee for dealing with complaints and disputes.
Remedies: Responding to a complaint or dispute will, where possible, include a remedy appropriate to the situation. Remedies include refunds, information, referral, financial assistance and apology.
All aspects of complaints and disputes will be addressed and where appropriate, CBHS Corporate Health will consider offering the same remedy to others who may have had a similar experience but who have not lodged a formal complaint or dispute.
Visibility: This policy is accessible within our information brochures and online at cbhsinternationalhealth.com.au.