Customer Complaints
iSelect is committed to ensuring that we deal with complaints efficiently and fairly. We aim to work in a cooperative and productive
way with our customers and staff to ensure that complaints are handled to the satisfaction of the complainant and our company.
In order to ensure that we properly understand your complaint, we require you to provide as much relevant information as
possible to the staff member who receives your complaint. This will be recorded and will be passed on to an appropriate person for action.
To assist us with our goal of continuous improvement, we keep a record of all complaints made and the outcome. This allows us to
appropriately deal with any systemic or recurring problems within our company.
If you are dissatisfied with the handling of your complaint, you may seek review of the matter by contacting iSelect's Compliance Officer.
For any further information in relation to the company's compliance programs or to make a complaint about any relevant issues of concern
relating to the operations of iSelect and/or its employees,
please contact us directly.
Customer Complaints - Private Health Insurance Ombudsman
If you have a problem with your health insurance arrangements, you should first discuss it directly with your health fund or if relevant, iSelect.
If you are unable to reach a satisfactory agreement with your fund or iSelect, you are able to contact the Private Health Insurance Ombudsman (PHIO).
PHIO provides an independent service to help consumers with health insurance problems and enquiries. The Ombudsman can deal with complaints
from health funds, private hospitals or medical practitioners. Complaints must be about a health insurance arrangement.
The Ombudsman publishes reports and consumer information about private health insurance.
PHIO also manages the website www.privatehealth.gov.au.
Contact details for PHIO are:
Private Health Insurance Ombudsman
Level 7, 362 Kent Street
Sydney NSW 2000
Complaints Hotline:1800 640 695 (free call anywhere in Australia)
Telephone: (02) 8235 8777
Facsimile: (02) 8235 8778
Email: info@phio.org.au
