Complaints, compliments and suggestions

How to send us your feedback
The Customer Feedback Form can be completed to register a complaint, compliment or suggestion. All feedback received, including complaints, are viewed by management. Please send the completed form to St Lukes PO Box 915, Launceston TAS 7250.

Alternatively, you can hand the Form to a Customer Care Consultant at any St Lukes Customer Care Centre, or you can use the website. You may wish to lodge your complaint anonymously, however we will be unable to respond to your concern without your name and contact details.

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 Customer Care Consultant 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.

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 Care Consultant about your concern at one of our Customer Care Centres or by phoning 1300 651 988. If they are unable to assist you, they will refer your enquiry to a specialist or manager. Alternatively, you can ask to speak directly to a specialist or manager.

2. 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. Our staff can help you with the Form or take down the details for you if you prefer. We will then respond to your complaint in writing.

3. If at any time you are not satisfied with how we have dealt with your complaint, you can request an independent review from the Private Health Insurance Ombudsman (PHIO). These services are free to members.

To make a complaint, contact the Commonwealth Ombudsman at:

Private Health Insurance Ombudsman

GPO Box 442
Canberra ACT 2601
Phone: 1300 362 072
Website: ombudsman.gov.au 

For general information about private health insurance, see privatehealth.gov.au