Complaints Procedure

Our Commitment

We take all complaints seriously. Our goal is to acknowledge every complaint within 24 hours and resolve it as quickly as possible. We treat every complaint confidentially and use them as an opportunity to improve our service.

How to Make a Complaint

To make a complaint, please contact us by email. Include your full name, contact details, and a clear description of the issue so we can investigate promptly.

What Happens Next

1. Acknowledgement within 24 hours — we will confirm receipt of your complaint and assign a reference number.
2. We investigate thoroughly and fairly — we review all relevant information and speak with any staff involved.
3. Written response within 10 working days — we will outline our findings, conclusions, and any action taken as a result.
4. If you are unhappy with the outcome, you can escalate — see the escalation section below.

Escalation — If Not Resolved

If you are not satisfied with our response, you can contact the Private Health Insurance Ombudsman (PHIO) — a free, independent service provided by the Australian Government. Visit ombudsman.gov.au for more information.

What to Include in Your Complaint

• Your full name and contact details
• A description of the issue
• The date the issue occurred
• Any relevant documents or reference numbers
• What outcome you are seeking

Cooling-Off Rights

If you have taken out a policy through Let Us Check, you have the right to cancel within 30 days of the policy commencement date and receive a full refund of any premiums paid, provided you have not made a claim.

If you entered into a policy as a result of an unsolicited approach (for example, an outbound call you did not request), you have an additional right to cancel within 10 business days under the Australian Consumer Law.

To exercise either right, contact the health fund directly or contact us at luke@letuscheck.com.au and we will assist you.

Our Commitment to You

We treat every complaint confidentially. We do not discriminate against anyone who makes a complaint, and we ensure that making a complaint does not affect the service you receive from us. We use complaints to continually improve our processes and the quality of advice we provide.