As much as we try, there may be times when we don’t meet your expectations. If you have a concern, please talk to us. We're here to help and can usually resolve things for you as quickly as possible.
When we receive a complaint, we'll look into the matter and get back to you promptly. We have a simple 3-step internal process to ensure we address your concerns quickly, consistently and professionally.
Firstly, the employee you have been dealing with will attempt to resolve the issue with you directly.
If you're not happy with this response, a team leader or manager will investigate further for you.
Finally, we'll refer any unresolved matters to an executive manager.
During the process:
To ensure your matter is handled efficiently and effectively it will be managed by our Complaints Coordinator.
You will receive a formal acknowledgement by phone, email or letter.
If a full response takes longer than two business days, we will phone or email you to update you on progress.
Your response will be provided by phone, or if appropriate, email or letter. We aim to finalise all complaints within 10 business days. The response will include results of our investigation and the reasons for our decision / outcome(s). We will respond in writing if requested.
Any improvements that have been identified as a result of your complaint will be addressed with the relevant team leader, manager or executive manager by the complaints coordinator. Our executive team regularly evaluates complaints to help us improve our services and benefits.
If you remain dissatisfied with the way we've managed your concern, you may contact the Commonwealth Ombudsman (details below). The ombudsman operates independently of the private health funds, private and public hospitals and the government.
If you have any concerns about a dental treatment, please contact our Dental Team.
If you think the cost of your surgery is unreasonable or excessive and you wish to make a complaint please contact the Royal Australasian College of Surgeons, complaints@surgeons.org or go to surgeons.org/about-racs/feedback-and-complaints
Contact TUH
Phone: 1300 360 701
Email: enquiries@tuh.com.au
438 St Pauls Terrace, Fortitude Valley QLD 4006
PO Box 265, Fortitude Valley QLD 4006
TUH Complaints Officer: 1300 360 701
Health Hub Dental Manager: dental.enquiries@tuh.com.au
Commonwealth Ombudsman
To make a complaint, contact the Commonwealth Ombudsman at www.ombudsman.gov.au
General information
For general information about private health insurance, see privatehealth.gov.au
Royal Australian College of Surgeons
To lodge a complaint about your surgical treatment including unfair charges complete the relevant form below.
RACS Complaint form (PDF 76KB)
Email: complaints@surgeons.org
Post: Manager Complaints Resolution, RACS 250 - 290 Spring Street East Melbourne VIC 3002
Phone: 1800 892 491
Fax: 03 9276 7412
