If you’re not satisfied with any aspect of GU Health’s products or feel that our service has failed to meet your expectations, we would appreciate hearing from you. We're committed to resolving complaints in a fair and efficient manner and view your feedback as an opportunity to improve.

To ensure you have the best possible customer experience, please make sure that you contact us as soon as possible and have any supporting documents or information relating to your complaint nearby.

We understand the importance of providing excellent service. We also know that your feedback can improve the quality of our services. We have a process to ensure that any complaints are dealt with in a timely manner.

Step 1: Talk to us
The first step is to talk to one of our consultants about your concern and they may be able to resolve the complaint for you. If you’re still not satisfied, your complaint will be escalated to their manager.

Step 2: Contact customer resolutions
If the consultant or their manager cannot resolve your complaint, you may request the matter be referred to our Customer Resolutions Team.

They’ll investigate your complaint and contact you within five business days upon receiving your correspondence. Their commitment is to ensure your complaint is handled fairly, sensitively and respectfully.

You can email them at [email protected]

Step 3: Seek an external review of the decision
We'll make every effort to resolve your complaint. If you’re not satisfied with the outcome of your complaint, you can contact the Private Health Insurance Ombudsman.

For general information about private health insurance, see www.privatehealth.gov.au