Complaint Resolution

What should I do if I have a complaint?

If you are dissatisfied with any aspect of Australian Unity's service, your health cover or feel that our service has failed to meet your expectations, we would appreciate hearing from you. We are committed to resolving complaints in a fair and efficient manner and view your feedback as a vital opportunity to improve our services, products and policies.

To ensure you have the best possible customer experience, please make sure that you

  • gather all supporting documents and information relating to your complaint
  • think about any questions you need answered that will help us resolve the issue more efficiently
  • contact us as soon as possible

How do I lodge my complaint?

You can lodge your complaint or obtain an update by contacting our customer service team via one of the options below:

Phone:    13 29 39
Monday - Friday 8.30am - 8.00pm EST
Mail: Australian Unity
114 Albert Road
South Melbourne, VIC 3205

We also have escalation procedures in place to address your complaint. Australian Unity will endeavour to acknowledge your complaint within 48 hours of receipt.

How will Australian Unity handle my complaint?

Australian Unity is committed to resolving your complaint the first time you contact us. We understand that it is important to listen to you and address each of your concerns.

We encourage you to discuss your complaint with the first Customer Service Representative you speak with, however, if you are not satisfied with their response, your complaint will be escalated to their manager to review and resolve. We are confident that in most cases, our Customer Service staff will address your concerns to your satisfaction.

If you are not satisfied that your complaint has been fully resolved, you have the option of escalating service and product related matters to a case manager within Australian Unity's Customer Relations department.

The case manager will investigate your complaint and attempt to resolve your complaint within five business days upon receipt of your complaint.

What if I am not satisfied with the handling or resolution of my complaint?

Where possible we like to resolve the issue directly with you. If you believe that Australian Unity has not made reasonable attempts to address your complaint or you are not satisfied with our resolution and your complaint relates to a private health insurance policy, you can contact the Private Health Insurance Ombudsman.

This organisation is an independent office, appointed by the Federal Government, whose services are free to all health fund members. The Private Health Insurance Ombudsman handles enquires, suggestions and complaints and will assist you in resolving a dispute. For more information on this service visit

If you wish to contact this service you may do so via any of the following channels:

Phone:    1800 640 695
Monday - Friday 8.30am - 8.00pm EST
Mail: Private Health Insurance Ombudsman
Office of the Commonwealth Ombudsman
GPO Box 442
Canberra ACT 2601

For Hearing Impaired

For consumers who are deaf, hearing or speech impaired should contact PHIO through the National Relay Service on 133 677

The services of the national relay service are not charged to you.

For Non-English speakers

Consumers unable to speak English should contact us through the Translating and Interpreting Service on
13 14 50.

The services of the translating and interpreting service are not charged to you.

Code of Conduct

Australian Unity proudly supports and complies with the Private Health Insurance Code of Conduct. A copy of the brochure is available below.