We value our members feedback so whether you want to pass on a compliment or feel that we have failed to meet your expectations we want to hear from you.
Paying a compliment
When you have received exceptional service from a Navy Health Members Services Officer or found something that you liked while using one of our services, we would like to hear from you.
Simply communicate your compliment(s) through one of the contact methods outlined in the Contact Us page.
Please ensure that any documentation is sent to the Chief Operations Officer and marked Private and Confidential.
What should I do if I have a complaint?
If for any reason you are not satisfied with the service you received from Navy Health or feel that it has failed to meet your expectations, we would appreciate your feedback. We are committed to resolving your complaints in a fair and efficient manner and view your feedback as a vital opportunity to improve.
Navy Health provides an accessible, impartial, free-of-charge complaints handling procedure.
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 to answer that will help us resolve the issue more efficiently, and
- Contact us as soon as possible.
How do I lodge my complaint?
You can lodge your complaint in any of the following ways:
- Form: Lodge your complaint through the Contact Form. Select ‘Feedback and Complaints’ under ‘Subject’.
- Phone: 1300 306 289 8:30am-6:00pm (AEDT) Mon-Fri
- Email: query@navyhealth.com.au
- Mail: Navy Health Limited, PO Box 172, Box Hill VIC 3128
- Fax: (03) 9880 7939
How will Navy Health handle my complaint?
Navy Health 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 Member Service representative you speak with, however, if you are not satisfied with their response to your complaint it will be escalated to their manager to review and resolve. We are confident that in most cases, our Member Service staff will resolve your complaint to your satisfaction.
If you are not satisfied that your complaint has been fully resolved, you have the option of escalating the matter to our Chief Operations Officer, who is dedicated to resolving issues from our Member Services staff in a fair, prompt and unbiased manner.
The Chief Operations Officer will investigate your complaint and contact you within five business days upon receipt of your correspondence, to resolve or advise you on the status of your complaint.
If I am not satisfied with the handling or resolution of my complaint?
If you believe that Navy Health has not made reasonable attempts to address your complaint or you are not satisfied with our resolution, you have the option of contacting the Private Health Insurance Ombudsman (PHIO).
This organisation is an independent office, appointed by the Federal Government, whose services are free to all health fund members. The PHIO handles enquiries, suggestions and complaints and will assist you in resolving a dispute. For more information on this service visit www.ombudsman.gov.au
If you wish to contact this service you may do so via any of the following channels:
To lodge a complaint visit www.ombudsman.gov.au
Or alternatively,
Call the Commonwealth Ombudsman on 1300 362 072
For general information about private health insurance visit www.privatehealth.gov.au
How to contact us
Phone: 1300 306 289 8:30am-6:00pm (AEDT) Mon-Fri
Email: query@navyhealth.com.au
Mail: Navy Health Limited, PO Box 172, Box Hill, VIC 3128
Fax: (03) 9880 7939
If you are contacting us to pay a compliment or make a complaint please ensure that any documentation is sent to the Chief Operations Officer and is marked Private and Confidential.
