Transport Health continuously looks at ways to improve services to members. We comply with the Private Health Insurance Industry Code of Conduct. We have established an internal dispute resolution process to ensure disputes are managed effectively and efficiently, while ensuring privacy and professionalism at all times.

If you have an issue of concern, please contact one of our Member Service Consultants on 1300 806 808 or by emailing enquiries@transporthealth.com.au who will endeavour to resolve the issue promptly through our internal disputes resolution process.

Further information about this process is available on request.

Health Insurance issues that are not resolved through the usual processes, can be addressed to the Private Health Insurance Ombudsman.

The Ombudsman’s office can be contacted on 1800 640 695 and via the website www.phio.org.au.

The Private Health Insurance Ombudsman (PHIO) has been set up by the Government to assist members with complaints where a member is not satisfied with an outcome provided by the Fund. 

Transport Health would encourage members to first contact the Fund and escalate any complaint through our own internal disputes resolution provision, however, the PHIO can be contacted on1800 640 695 or you can write to: 

The Private Health Insurance Ombudsman,

Level 7 / 362 Kent Street, Sydney NSW 2000.

http://www.ombudsman.gov.au/ 

Transport Health abides by the Private Health Insurance Industry Code of Conduct which ensures that you, our member, receive clear and transparent information in both written and verbal correspondence with the Fund.
The code ensures that:

• Transport Health will provide easy to understand information in plain English to our members
• Transport Health continues to improve our practice standards and service for our members
• Transport Health will ensure our staff are adequately trained to provide up-to-date information to our members
• Transport Health will provide members with access to an internal dispute resolution procedure to ensure members are aware of their rights to escalate any grievance to the appropriate Government body

Transport Health is committed to handling all personal information it collects in accordance with all applicable privacy laws including the Privacy Act 1988 (Cth) and National Privacy Principles.

What Personal Information Do We Collect?

The types of personal information that we may collect include: 

• Identifying and contact information, such as name, address, age, employment details, email address and mobile phone number
• Financial details, such as banking, payment and contribution details
• Sensitive information, including information about health and claims
• Medicare numbers

Where possible we collect this information from you, or a person authorized to provide us with information on your behalf. Where necessary, we may also collect information from government agencies, employers, educational institutions, services providers and advisers who have dealt with you. The personal information we may collect, hold and/or use about you will depend on the type of product/service you request. 

We will at all times seek to ensure that personal information collected and held by us is protected from misuse, loss, unauthorised access and disclosure. Additional privacy measures are employed to protect sensitive information (such as health information).

You have the right not to disclose your personal information to us. However, this may limit our ability to provide you with the products and services you have requested.

Why Do We Collect Personal Information?

We collect personal information about our members to understand and meet their needs, to conduct our activities and meet our legal obligations. If you do not provide us with the information we ask for, we may not be able to perform these functions.

Generally we use your personal information to: 

• Provide our product and services;
• Manage our relationship with you;
• Comply with laws;
• Process and audit claims;
• Develop products and services.

Who Do We Disclose Information To?