Complaints and Feedback Complaints and Feedback Making a Complaint We’re only human, and while we are absolutely committed to providing you with the best possible service, we know there'll be times when we make a mistake or when we might see things differently. If you have cause to make a complaint, we'll take it extremely seriously. Whether you choose to send your complaint in writing, by email or to talk to us about it, we'll do everything we can to provide a solution. Here are the different levels of registering a complaint with RT Health. 1.Provide your Feedback We're here to provide great health cover and service to all our members, and if that’s fallen down somewhere along the way we’d like to know about it and to have the chance to fix it for you as soon as possible. Our team is always available to chat Monday-Friday 8:30am to 5:00pm. Phone: 1300 886 123 Email: help@rthealthfund.com.au Mail: RT Health, PO Box 545, Strawberry Hills NSW 2012 2.Make a Complaint If we're not able to resolve your concern, you can request the matter to be addressed as a formal complaint. A member of our team will independently review your complaint. Please send your complaint via one of the options below: Phone: 1300 886 123 Email: help@rthealthfund.com.au Mail: RT Health, PO Box 545, Strawberry Hills NSW 2012 We'll have a response to your issue within two business days, and a resolution for you in most cases within five business days. 3.Ask for an internal review If you're still not satisfied with the outcome of your complaint, you can request for your complaint to be escalated for an independent review within RT Health. This will need to be in writing via email or mail: Email: help@rthealthfund.com.au Mail: RT Health, PO Box 545, Strawberry Hills NSW 2012 We’ll have a response to your issue within two business days, and a resolution for you in most cases within five business days. If we need further information from you within this time, we'll be in touch. 4.External Review If (after we’ve done everything we can to rectify the situation), you're still not satisfied with the outcome, you have the right to contact the Private Health Insurance Ombudsman (PHIO). The Ombudsman is an independent body that helps resolve complaints and provides advice and information to members of private health funds. To make a complaint, you can contact the Commonwealth Ombudsman at www.ombudsman.gov.au. Upon requesting your external review with the PHIO, we'll be asked to provide relevant information that we have about the complaint for them to review. Depending on the information requested, this may take three to 10 business days. For general information about Private Health Insurance, you can check out www.privatehealth.gov.au. Your Privacy Throughout the complaint process, we will protect your privacy and handle your personal information confidentially and in accordance with our Privacy Policy. Last updated: June 2023