If we’re making you happy, we want to know about it. Likewise, we also want you to let us know when you’re unhappy with something, because we’ll do what we can to fix it.
Compliments
If you’ve had a great experience with our service or one of our staff, let us know. You can give us a call, send us an email or even put pen to paper.
Complaints
We’re committed to providing you with high quality service and we have processes in place to make sure you’re absolutely satisfied.
We take all complaints very seriously, and our staff are here to assist you. If you have any complaints, and we hope you don't, then please contact us immediately.
Step 1: Tell us about your feedback
In many cases, your concerns can be quickly resolved by contacting us directly.
Call us on: 1800 813 415
Email us at: info@queenslandcountry.health or complete our contact form
Write to us: Level 1, 333 Ross River Road, Aitkenvale QLD 4814
Step 2: Make a complaint
If we haven't been able to resolve your feedback in the first instance, you can request for your complaint to be escalated for review.
If we have not done this for you already, you can lodge your complaint by emailing info@queenslandcountry.health or by calling us on 1800 813 415.
Alternatively, you can post your complaint to:
Queensland Country Health Fund
Level 1, 333 Ross River Road
Aitkenvale QLD 4814
Our team will be in touch within two business days of your complaint being raised to let you know that we have received your complaint and will do our best to resolve the issue within five business days, if not sooner.
Depending on the situation, we might need additional time to investigate your concerns - we will always let you know if this is the case.
Further escalation (if required)
If you are not happy with the outcome of your complaint investigation, you can request to escalate the issue within Queensland Country Health Fund for further independent review by our Internal Dispute Resolution Panel. This is the final step of the internal review process and can take up to 15 business days for Queensland Country Health Fund to provide an outcome.
If at any stage you would like an update on your complaint, you can request this by contacting us at info@queenslandcountry.health
Step 3: External Review
If you are not satisfied with the outcome of our internal complaint resolution process, you can contact the Private Health Insurance Ombudsman for an external review of your complaint.
To make a complaint with the Commonwealth Ombudsman, contact them at www.ombudsman.gov.au
If we are contacted by the Private Health Insurance Ombudsman, we will provide a response to the Ombudsman within 3-10 business days, if not sooner.
For general information about private health insurance, see www.privatehealth.gov.au
What information do I need to provide with my complaint?
We will do our best to investigate your complaint based on the information we already have. However, it will be helpful if you can supply the following to assist our review:
· As many details as possible in relation to your case, so that we can understand the issue in full;
· Your contact details and the best time to reach out to discuss your complaint, as well as your preferred method of contact (phone or email); and
· Any supporting documentation that you feel is relevant to your complaint.
Queensland Country Health Fund is committed to ensuring the way it collects and handles your personal information is in accordance with the Privacy Act 1988 (Cth) and our Privacy Policy. Our Privacy Policy will be reviewed and updated from time to time and we encourage you to visit our website at any time to view the latest version.
Premier Provider dentists
Should you not be satisfied with the work of a Premier Provider dentist and you have not received satisfaction following a discussion with the provider, you may contact the Community Relations Officer, Australian Dental Association (ADA), the Office of the Health Ombudsman or Queensland Country Health Fund. Contact details for the external organisations below:
Australian Dental Association
14-16 Chandos Street, St Leonards NSW 2065
PO Box 520, St Leonards NSW 1590
Telephone: 02 9906 4412
Office of the Health Ombudsman
Website: www.oho.qld.gov.au
Phone: 133 OHO (133 646)
Email: complaints@oho.qld.gov.au
Make a complaint online: Health service complaint form
Address: PO Box 13281, George St, Brisbane QLD 4003