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Customer feedback

Your feedback is important to us.

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Complaints, Compliments and Suggestions

At St.LukesHealth, we strive at all times to provide you with competitive products, open communication and the very best in customer service. We also realise there may be occasions when we may not fully meet your expectations or we may not be able to totally satisfy your requirements. We always try to make such occurrences few and far between, however if they do occur, we would like to know.

St.LukesHealth therefore values your feedback. If you have any comments about your cover or the service we provide we would like to hear from you. The customer feedback form can be used to provide valuable feedback to management and staff at St.LukesHealth. We have also listed below the steps to take if you have a complaint or issue that has not been fully resolved to your satisfaction.

Resolving your complaint

We will always try and resolve your complaint to the best of our ability and in a timely manner. If you do have a complaint we recommend taking the following steps.

  1. Talk to a Customer Service Officer about your concern at one of our offices or by phoning 1300 651 988. If they are unable to assist you, they will refer your enquiry to a team leader or manager. Alternatively, you can ask to speak directly to a team leader or manager.
  1. If you are not satisfied with our response please provide us with your complaint in writing by completing the customer feedback form or by sending us a letter. You can request a reply by indicating this on the form. We will then respond to your complaint in writing.
  1. If at anytime you are not satisfied with how we have dealt with your complaint, you can obtain independent advice from the Private Health Insurance Ombudsman. These services are free to health fund members and are available from:

Private Health Insurance Ombudsman
G P O Box 442
Canberra ACT 2601

Phone: 1300 362 072 (select option 4 for Private Health Insurance)
Email: phio.info@ombudsman.gov.au
Online complaints: www.ombudsman.gov.au/making-a-complaint/contact-us
Website: www.ombudsman.gov.au

How are your concerns addressed

Your comments, whether verbal or in writing, are recorded upon receipt. All matters raised are considered important and will be addressed by the relevant staff member or manager.

We will acknowledge your complaint and endeavour to resolve it within 2 working days of receipt. If we are unable to fully address your complaint in this time frame, we will provide you with details of the person investigating your complaint and we will make every effort to resolve your concern and write back to you within 10 working days from the date of receiving your initial complaint.

Your positive feedback is also welcome

If you are happy with the product or service you have received from us, we would also like to hear from you. We are keen to give our staff the positive feedback as well as the bad news. This helps us in encouraging our staff and provides job satisfaction in the workplace, which will rebound as even better customer service to you, our member. You can send us your feedback by completing the customer feedback form.

Customer feedback policy statement

St.LukesHealth management and staff are committed to providing the highest quality customer service. As part of our continual aim to maintain the highest quality service, we welcome complaints, compliments and suggestions. We endeavour to ensure that all complaints are resolved satisfactorily and in a timely manner with professionalism, fairness and equity.

At all times we will respect your privacy and keep your information confidential.

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