ADF Family Health
Customer Service - Complaints Handling
Page updated
30 September, 2009
Dental Claim Complaints
Navy Health Ltd provides dental claims processing, customer service and ADF Family Health card production for registered dependants. Complaints related to these services are to be directed to Navy Health Ltd. For more information on the Navy Health complaints process visit: http://www.navyhealth.com.au/pdf/Complaints_Handling_Website_version.pdf
Medical Claim Complaints – Dependants not eligible for Medicare benefits
Navy Health Ltd provides medical claims processing in situations where registered dependants are not eligible for Medicare benefits. Complaints related to these services are to be directed to Navy Health Ltd. For more information on the Navy Health complaints process visit: http://www.navyhealth.com.au/pdf/Complaints_Handling_Website_version.pdf
Medical Claim Complaints – Dependants utilising Gap payment
Navy Health Ltd provides medical claims processing for dependants residing in trial regions not currently supported by medical practitioners. Complaints related to these services are to be directed to Navy Health Ltd. For more information on the Navy Health complaints process visit: http://www.navyhealth.com.au/pdf/Complaints_Handling_Website_version.pdf
Medical Claim Complaints – Medical Practitioners
Medicare Australia will provide medical claims administration, registration and payment for medical practitioners. For more information on the Medicare Australia complaints process visit: Complaints and appeals - Medicare Australia
Navy Health Ltd
If you have a complaint related to the services provided by Navy Health Ltd in relation to the ADF Family Health Trial please direct them to the ADF Family Health Directorate: ADF.DependantHealth@defence.gov.au
Medicare Australia
If you have a complaint related to the services that Medicare Australia have provided in relation to the ADF Family Healthcare Trial please direct them to the ADF Family Health Directorate: ADF.DependantHealth@defence.gov.au
ADF Family Health Directorate
Complaints related to the ADF Family Health Directorate, as administrators of the trial, should be directed to the Director ADF Family Health: ADF.DependantHealth@defence.gov.au – Attention: Director.
Privacy
Complaints related to the privacy of your personal information can, in the first instance, be directed to the ADF Family Health Directorate: ADF.DependantHealth@defence.gov.au Complaints of this nature will also be addressed by the Directorate of Rights and Responsibilities and, where necessary, changes will be made to the existing provisions related to the privacy and security of personal information.
Your complaints are taken seriously and will be responded to promptly and courteously. Your feedback is very important to us, and in the event that a satisfactory outcome cannot be achieved at the level to which it has been addressed, it will be escalated.
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