Complaints & Dispute Resolution

1. Policy Statement

Compare2Save is dedicated to meeting the highest possible standards for our customers and aims to put customer needs at the very heart of everything we do. Customer feedback is part of our ongoing process which we will use to learn and continuously develop and enhance our services.

This policy is intended to ensure that Compare2Save handles complaints fairly, efficiently, and effectively. Compare2Save's objective is to ensure that its complaints procedure is properly and effectively implemented and that complainants feel confident that their complaints and worries are listened to and acted upon promptly and equitably.

The purpose of this policy is to ensure that complaints are handled appropriately and that all customer complaints or comments are taken seriously. Compare2Save expects staff at all levels to be committed to fair, effective, and efficient complaint handling.

2. How to Make a Complaint

Our Complaint and Dispute Resolution procedure aims to:
(a) Allow us to respond to complaints and questions raised by complainants in a timely manner.
(b) Increase customer confidence in our service and processes.
(c) Provide information that we can use to improve the quality of our products (if applicable) and the services we offer.

Should you wish to file a complaint, please:
(d) Let us know as soon as possible if you have a concern. You can reach us over the phone or in writing. Please ensure you include any supporting records or documentation.
(i) Email: complaints@compare2save.com.au
(ii) Phone: 1300 643 258
(iii) Post: Customer Complaints, Compare2Save, [Insert address]

(e) Upon receiving a complaint, we will acknowledge your matter via telephone or in writing within 3 business days.
(f) If your complaint is not resolved in 3 business days, it will be escalated to our Compliance Manager where we will endeavor to contact you as soon as practicable.
(g) We will keep you informed of the progress of your complaint, proposed actions, and the expected timeframe for resolution.
(h) Complex complaints may take longer. In these cases, we will regularly update you on the progress and likely timeframe for resolution.

Complaints will only be officially closed once you have expressed satisfaction with the outcomes provided or when all reasonable steps have been taken to try and resolve the issue to both the customer's and Compare2Save's satisfaction.

3. Additional Assistance to Make a Complaint

If you are deaf or have a hearing or speech impairment, you may like to use the National Relay Service (NRS). The NRS can be contacted on 1300 555 727.

The Translating and Interpreting Service (TIS National) provides interpreting services to people who do not speak English and to agencies and businesses that need to communicate with their non-English speaking clients. TIS National can be contacted on 13 14 50.

Please let us know if you need additional assistance to make a complaint and we will let you know the options available. We always aim to accommodate any request to make it easy for you to lodge a complaint.

4. Complaints and Dispute Resolution

Compare2Save puts customers at the centre of everything we do. We aim to manage any complaints promptly and fairly.

For more information on complaints or dispute resolution email us at complaints@compare2save.com.au

5. If We Can't Resolve Your Complaint

Compare2Save will always aim to resolve complaints in a timely and satisfactory manner. If you are still unhappy with the resolution or the way we have handled your complaint, you have several options:

1. Contact your health fund directly. If your complaint relates to a specific health fund or policy, you can contact the fund's customer service team directly. Each of our partner health funds has their own complaint resolution process.

2. Contact the Private Health Insurance Ombudsman:
Email: phi@ombudsman.gov.au
Phone: 1300 362 072
Post: Commonwealth Ombudsman, GPO Box 442, Canberra ACT 2601
Website: www.ombudsman.gov.au

The Ombudsman will independently and impartially resolve complaints between consumers and participating service providers.

Please note that before the relevant ombudsman can investigate and assist you with your complaint, they generally require you to have first provided both us and your health fund (if applicable) with the opportunity to address the complaint.