Complaint resolution

What to do if things go wrong

Australian Unity is committed to providing excellent service to all of our members.

If you feel dissatisfied with any aspect of our health insurance cover or the service we provide, please tell us about it. We value all feedback and see it as an opportunity to improve our services, products and policies.

We have a process for dealing with complaints to ensure they are heard and resolved in a fair and efficient manner.

Start by contacting Australian Unity

Contact our customer service team to lodge a complaint and to obtain updates about an existing complaint.

Phone: 13 29 39
Email: customerservice@australianunity.com.au
Mail: Australian Unity
114 Albert Road
South Melbourne, VIC 3205

It helps us to resolve your issue faster when you provide as much of the following information as possible with your initial complaint:

Gather all supporting documents and information relating to your complaint.
Include any questions you need answered that will help us resolve the issue more efficiently.

Australian Unity will try to resolve your complaint the first time you contact us (typically within the first 48 hours). We understand that it is important to listen to you and address each of your concerns.

Escalation process for complex complaints

In cases where your complaint can’t be resolved by the first person you talk to, we have an escalation process in place to ensure that your concerns are handled by a manager who has the knowledge and authority to address your concerns.

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

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

If your complaint isn’t resolved to your satisfaction

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 if your complaint relates to a private health insurance policy, you can contact the Private Health Insurance Ombudsman (PHIO), a division of the Commonwealth Ombudsman.

This organisation is an independent office appointed by the Federal Government that provides services for free to all health fund members. The Ombudsman handles enquiries, suggestions and complaints and will assist you in resolving a dispute.

You can contact the Ombudsman in the following ways:

Commonwealth Ombudsman

Web: www.ombudsman.gov.au
Phone: 1300 362 072
(option 4 for private health insurance)
Email: phio.info@ombudsman.gov.au
Online: www.ombudsman.gov.au/making-a-complaint/contact-us
Mail: Commonwealth Ombudsman
GPO Box 442, Canberra ACT 2601

For hearing impaired

Members who are deaf, hearing impaired or speech impaired should contact the Ombudsman through the free National Relay Service on 133 677.

For Non-English speakers

Members who are unable to speak English should contact the Ombudsman through the free Translating and Interpreting Service on 13 14 50.