How to contact us.
Want to talk to a real person? Our friendly team are Australian based and waiting to take your call.
You can call us from a landline by dialing 1300 134 060, or for mobile phones or National Relay Service please phone (08) 9227 4200 (standard call charges will apply).
From 6 October 2019 - 7 April 2020, our contact centre is open Monday to Friday at the following times across the country:
- 6:00am - 5:30pm WA
- 7:30am - 7:00pm NT
- 8:00am - 7:00pm QLD
- 8:30am - 8:00pm SA
- 9:00am – 8:30pm ACT, NSW, TAS, VIC
- GMT + 8 hrs International timezone (if you're contacting us from another part of the world, please dial +618 9227 4200)
You can also fax us on (08) 9328 3345 from within Australia or +618 9328 3345 from another country.
Write to us.
You can write to us any time and we'll even pay the postage: HIF, Reply Paid GPO Box X2221, Perth, WA 6847.
As we increase our efforts to reduce the spread of COVID-19, HIF has suspended all in-person services at our Perth head office until further notice. We’re doing this to protect our Members, staff and broader community. All services are easily accessible online or via telephone, so please rest assured that we’ll continue to provide assistance through those channels. If you have any questions, get in touch on 1300 13 40 60, email firstname.lastname@example.org or visit our Online Member Centre.
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Got a compliment or complaint?
We are committed to continual improvement and as such we take feedback from our members very seriously. If you have any matters to discuss in relation to your HIF membership, products or services please call us on 1300 13 40 60 or email us on email@example.com
Our Dispute Resolution process.
Please rest assured that if you have a complaint, we will treat you with respect and address your concerns promptly and fairly.
Whenever possible, our friendly member service consultants will aim to resolve your complaint at first point of contact, but where we cannot resolve it to your satisfaction immediately, you can ask that the matter be referred to a Team Leader who will respond to you within two business days.
Should you consider the outcome to be unfair you may seek a formal review of the matter by forwarding your concerns in writing to:
HIF Member Action Review Committee
Reply Paid GPO Box X2221
PERTH WA 6847
The Member Action Review Committee (MARC) is our internal dispute resolution body. Our MARC which will formally review all of your concerns and our actions within one month of lodging your complaint, and will direct a representative to advise you of the outcome of the hearing within three days of the Committee hearing.
If you're not satisfied with the outcome of our internal dispute resolution process, we'll then advise you of your right to seek an independent review by the Private Health Insurance Ombudsman. You can contact the Ombudsman on 1300 362 072 or write to them at: GPO Box 442, Canberra, ACT 2601.