Complaints Policy
Our Commitment
Peoplecare Health Insurance is committed to the diversity of our
members and will always use best endeavours to resolve all complaints
efficiently and fairly by appropriately addressing and responding
to each individual comment or complaint. All Peoplecare employees
accept responsibility for effective complaints handling and acknowledge
the complainant's right to make comment and / or complaint about
any issue of concern.
Anyone
may register a complaint with Peoplecare free of charge which will
be responded to in a timely manner. Peoplecare maintains a comprehensive
system that allows for efficient recording, tracking, monitoring
and reporting of all complaints. All parties involved in the transaction
will remain informed as the complaint progresses and will be informed
of the outcome of the complaint and reason for this outcome. Peoplecare
will always endeavour to provide an outcome that is fair and reasonable
under the circumstances, recognising the impact on the individual
and the membership of the fund as a whole.
Peoplecare recognises the need to be fair to individuals, groups
and businesses raising a complaint, but also to the person against
whom the complaint is raised. Peoplecare will, where it is of assistance,
engage specialised services to achieve a satisfactory resolution
for all parties, including the use of a language interpreting service,
where required.
The
Peoplecare policy for the resolution of complaints is publicised
in such a way that people with issues are encouraged to make a complaint
and provide feedback to the business.
The
Peoplecare Complaints
Resolution Policy is available to members and will be
reviewed on an annual basis as part of the standard annual Board
of Directors review program.
Click
here to download the full Complaints Resolution Policy.
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