Resolutions Process

In case of a complaint

Health Partners strives to provide you with quality products and services. However, we recognise that despite our best intentions, members may have concerns or complaints regarding their interactions with us.

To ensure that all feedback and concerns are heard and addressed fairly and satisfactorily, we have a formalised Dispute Resolution Process. If you are not satisfied with, or have concerns about our products, service, decision on claims, or service from a Health Partners Participating Provider, please take the steps below.

Your personal information is handled in accordance with our Privacy Policy.

Step 1: Talk with us directly

We are committed to discussing and addressing your concerns promptly. Please contact us by the methods below.

To assist us in helping you, gather all documentation, including your membership details, and consider the questions that may assist us in resolving the issue.

Step 2: Resolving the matter

Once you have explained your concern, we will work toward resolving the matter to your satisfaction. We will acknowledge receipt of your complaint within 48 hours and respond to your complaint within 10 business days.

Is your dispute with someone else?

If your issue is with a provider, speak directly with them. We recommend putting your complaint in writing. We're here to help, and if included in your correspondence with providers, we can assist in advocating on your behalf.

CC your email to: ask@healthpartners.com.au

You can speak with us or your provider about escalating your complaint or see the external bodies in Step 5 below.

Step 3: Escalation

If, once you have contacted us and despite our best efforts, you are not satisfied with the outcome, the matter can be referred to the Health Partners’ Manager Customer Relations.

Step 4: Reaching resolution

The Manager Customer Relations will promptly respond to you within 10 business days and endeavour to resolve any issues or concerns.

If, after this, you are still not satisfied with the outcome, we may refer the matter to the Health Partners’ Chief Executive Officer.

Step 5: External Review

If you feel that your issue is still unresolved or that the complaint was not dealt with fairly, we encourage you to seek an external review. Depending on the nature of your complaint, we would suggest that you contact the following departments for free and independent advice: