Customer Service Charter

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1 Customer Service Charter September 2014

2 Our Customer Service Charter As an HCF member, you have every right to expect excellent service from us. We are committed to achieving this. HCF is a notfor-profit organisation, so our focus is on our members not shareholders. Our Mission: HCF s mission is to satisfy the needs of Australians for access to affordable, high quality health care when and where they need it; personal protection; and peace of mind. We will: Be helpful; Assist you courteously and professionally; Clearly explain our answers and actions, and your options; Clearly explain changes in your policy and premium so they are easily understood; Let you know of any changes to your policy conditions or cover before the change occurs; Provide clear, relevant information on claims and your membership. Making claiming and dealing with us easy: There are a range of ways you can claim - online, at our branches, through the post, via our mobile app, or at on-the-spot claims terminals at many of our providers. Various providers will process your claim for you. So we can help, we ask that you: Be courteous to our staff; Let us know when things change, for example, your contact details; Give us feedback on our service.

3 Contacting HCF In Person - visit a branch, Dental or Eyecare Centres HCF has many branches, kiosks and agents across Australia who provide a convenient service for joining HCF, accessing advice and making claims. HCF Eyecare centres are independently owned and operated by Eyecare Holdings Pty Limited ACN By phone When you call, you can expect that: Our staff will identify themselves by name; If we cannot help you immediately we will arrange for someone to call you at a time suitable to you; We aim to return your call within the same working day or next working day if the contact is received outside of business hours. By mail We aim to respond to mailed enquiries within 5 working days of receiving these. By , and through our website When we receive your at or message through the Members Section of our website, you will immediately receive an acknowledgement via our management system. This tracks your communication with us. We aim to formally acknowledge your and provide a response within 3 working days. Please refer to the contact details on the back page.

4 Have a complaint? If there s a problem about your membership, contact HCF directly so we can assist in resolving it as quickly as possible. If necessary an Internal Dispute Resolution Officer will be appointed to independently review the issue. Private Health Insurance Ombudsman If you are unhappy with our resolution you can contact the Private Health Insurance Ombudsman, to help resolve your concerns. Call: Visit: phio.org.au Write: Private Health Insurance Ombudsman Suite 2, Level 22, 580 George St, Sydney NSW 2000 Respect for your privacy Your privacy is important to us. How HCF handles your privacy is explained in our privacy policy, including: How we collect, use, disclose personal information (which may include obligations to overseas recipients in compliance with its privacy obligations) How we keep and secure personal information; How to opt out from direct marketing; How to access or correct your personal information; How to complain about a privacy breach and how this is handled by HCF. For a copy of this policy visit hcf.com.au, your local branch or call our Member Services team on Stephen Nugent Chief Customer Officer

5 Staying in touch Stay in touch with HCF to receive updates on your cover, loyalty offers and tips on increasing your health and well being. Read Stay Fit & Well Sign up to our and mobile subscription Membership Notifications Reminder Notices Arrears Notices Mobile Updates e-newsletters Follow us on Facebook fb.com/hcfaustralia Google+ google.com/+hcfau Youtube youtube.com/hcfaustralia Linkedin linkedin.com/company/hcf

6 Contact us In person Visit one of our many branches. Full location details can be found on our website or our Mobile App, available on iphone and Android Mon-Fri: 8am - 8pm (AEDT) Sat-Sun: 9am - 5pm (AEDT) Mail GPO BOX 4242, Sydney, NSW, 2001 Fax Web hcf.com.au

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