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1300 886 123
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Complaints and Feedback

Complaints and Feedback

Making a Complaint

We’re only human, and while we are absolutely committed to providing you with the best possible service, we know there will be times when we make a mistake or when we might see things differently.

If you have cause to make a complaint, we will take it extremely seriously. Whether you choose to send your complaint in writing, by email or to talk to us about it, we will do everything we can to come up with a solution that works for everyone.

Here are the different levels of registering a complaint with rt health fund.

1.Provide your Feedback

We're here to provide great health cover and service to every one of our members, and if that’s fallen down somewhere along the way we’d like to know about it and to have the chance to fix it for you as soon as possible. Our team are always available to chat Monday-Friday 8:30am to 5:00pm.

2.Make a Complaint

If our team have been unable to resolve your concern you may request the matter to be addressed as a formal complaint. A member of our team will independently review your complaint. Please send your complaint via ne of the options below:

We wil have a response to your issue within two business days, and a resolution for you in most cases within 5 business days.

3.Ask for an internal review

If you are still not satisfied with the outcome of your complaint you can request for your complaint to be escalated for an independent review within rt health fund. This will need to be in writing via email or mail:

We’ll have a response to your issue within two business days, and a resolution for you in most cases within 5 business days. If we need further information from you within this time we will be in touch.

4.External Review

If, after we’ve done everything we can to rectify the situation, and you are still not satisfied with the outcome, you have the right to contact the Private Health Insurance Ombudsman (PHIO). The Ombudsman is an independent body that helps resolve complaints and provides advice and information to members of private health funds.
 
To make a complaint you can contact the Commonwealth Ombudsman at www.ombudsman.gov.au.

Upon requesting your external review with the PHIO, we will be asked to provide relevant information that we have about the complaint, for them to review. Depending on the information requested this may take 3 to 10 business days.

For general information about Private Health Insurance you can also seek information at www.privatehealth.gov.au.

 

Whistleblower Policy

At rt health, we are committed to encouraging staff or customers to speak up if they feel something doesn’t appear to be quite right. To access the Whistleblower contact details, please see below.

For all complaints and or feedback, please go to the section above on Complaints.
 

Whistleblower Contact Details: