• Quarterly Bulletin 84: 1 July 2017 to 30 September 2017

    Complaint statistics, pre-existing conditions, top five complaint issues, Privatehealth.gov.au update and new Deputy Ombudsman

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  • Quarterly Bulletin 83: 1 April 2017 to 30 June 2017

    Complaint statistics, increase in benefit complaints, and top 5 consumer complaint issues this quarter.

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  • Quarterly Bulletin 82: 1 January 2017 to 31 March 2017

    New Commonwealth Ombudsman, increase in private health insurance complaints, and top 5 consumer complaint issues.

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  • Quarterly Bulletin 81: 1 October 2016 to 31 December 2016

    Australian Dental Association Campaign, Policies that Provide Benefits for “Minor” Knee Procedures, Clarification on the Number of Policies Available to Consumers.

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  • Quarterly Bulletin 80: 1 July 2016 to 30 September 2016

    Medibank Private Complaints in the September 2016 Quarter, BUPA Pre-existing Condition Assessments, and Commonwealth Ombudsman Annual Report released.

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  • Quarterly Bulletin 79: 1 April 2016 to 30 June 2016

    Top 5 consumer complaint issues this quarter, and pre-existing condition Assessments,

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  • Quarterly Bulletin 78: 1 January 2016 to 31 March 2016

    Complaint Statistics and Workload, Top 5 Consumer Complaint Issues, Investigation into Plastic & Reconstructive Treatment and “Pre-Assessing” by Health Insurers, Waiting period for Obstetrics, Changes for Norfolk Island residents, Overseas Students Ombudsman

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  • Quarterly Bulletin 77: 1 October 2015 to 31 December 2015

    OVHC and OSHC complaints, Clearance Certificates and LHC, and Top 5 Complaint Sub-issues.

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  • Quarterly Bulletin 76: 1 July 2015 to 30 September 2015

    PHIO’s new home & Annual Report, Health Insurance Broker Complaints, Giving Information to Consumers by Email.

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  • Quarterly Bulletin 75: 1 April 2015 to 30 June 2015

    Complaint statistics, public hospital cover and waiting times, upgrading to avoid Benefit Limitation Periods, top 5 consumer complaint issues, and update to contact details.

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  • Quarterly Bulletin 74: 1 January 2015 to 31 March 2015

    Complaint statistics and workload, 1 April premium increase & complaints, top five consumer complaint issues this quarter, and complaint response times from insurers.

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  • Quarterly Bulletin 73: 1 October 2014 to 31 December 2014

    Complaint statistics and workload, top five consumer complaint issues; Ombudsman Samantha Gavel: resignation & new role; and acting Ombudsman appointment & Commonwealth Ombudsman merger.

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  • Quarterly Bulletin 72: 1 July 2014 to 30 September 2014

    Complaint statistics & workload, exclusions and restrictions, Overseas Visitors Cover and residents’ cover, and PHIO Annual Report for 2013-14.

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  • Quarterly Bulletin 71: 1 April 2014 to 30 June 2014

    Complaint statistics & workload, 30 day cooling off period, new National Private/Public Acute Care Certificate, and information for consumers about plastic & reconstructive surgery.

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  • Quarterly Bulletin 70: 1 January 2014 to 31 March 2014

    Complaint statistics and workload, premium increase notices, oral advice complaints and case study, and consumer website usage.

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  • Quarterly Bulletin 69: 1 October 2013 to 31 December 2013

    Complaint statistics, detrimental change notifications, and PHIO at Sydney Royal Easter Show.

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  • Quarterly Bulletin 68: 1 July 2013 to 30 September 2013

    Complaint statistics, oral information complaints, PHIO contact details, PHIO social media channel, and the Annual Report.

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  • Quarterly Bulletin 67: 1 April 2013 to 30 June 2013

    Complaint statistics, consumer website visits and enquiries, providing information about out-of-pocket medical costs, new health insurance requirements for Temporary Graduate (485) visa applicants, and PHIO Complaint Handling Workshops.

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  • Quarterly Bulletin 66: 1 January 2013 to 31 March 2013

    Complaint statistics, information complaints, portability and changes to the industry Code of Conduct, and complaint handling workshops.

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  • Quarterly Bulletin 65: 1 October 2012 to 31 December 2012

    Complaint statistics, sale of complying health insurance products (CHIPs) to non-residents, advice to Reciprocal Medicare card holders who buy CHIPs, providing information to consumers about benefit entitlements, Consumers Health Forum website, and complaint staff workshops in 2013.

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  • Quarterly Bulletin 64: 1 July 2012 to 30 September 2012

    Complaint statistics, dealing with unreasonable customer behaviour, providing clear information about policy exclusions and restrictions, update to PHIO Mediation Guidelines and FAQ, and PHIO Seminar 2012.

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  • Quarterly Bulletin 63: 1 April 2012 to 30 June 2012

    Complaint statistics, enquiries about PHI Rebate changes, definition of Accident Cover, relationship breakdown and coverage of children, and PHIO Bi-Annual Seminar.

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  • Quarterly Bulletin 62: 1 January 2012 to 31 March 2012

    Complaint statistics, April premium increases, information gathering, Freedom of Information, and direct debit mistakes.

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  • Quarterly Bulletin 61: 1 October 2011 to 31 December 2011

    Complaint statistics, complaints about health care providers, sale of policies to non-residents, membership cancellation, complaint handling training, providing PHIO contact details, and new consumer newsletter.

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  • Quarterly Bulletin 60: 1 July 2011 to 30 September 2011

    complaints statistics, informing members about problems with continuity, effective rule change notifications, waiting period waivers-ensuring consumers understand what waiting periods apply, new features at privatehealth.gov.au

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  • Quarterly Bulletin 59: 01 April - 30 June 2011

    Complaint statistics; who is permitted to purchase private health insurance; incidental fees at private hospitals; PHIO complaint review process; and Privatehealth.gov.au usage increase.

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  • Quarterly Bulletin 58: 01 January - 31 March 2011

    Complaint statistics, premium increase 2011, consumers' understanding of exclusions and restrictions, fund rule changes, and incidental fees at private hospitals.

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  • Quarterly Bulletin 57: 01 October - 31 December 2010

    Complaint statistics, advice to members about public hospital cover, removal of LHC loading, PHIO Seminar, State of the Health Funds Report, and Employment Opportunities.

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  • Quarterly Bulletin 56: 1 July 2010 - 30 September 2010

    Complaint statistics, health fund customer service, restrictions and exclusions on plastic and reconstructive surgery, updates to privatehealth.gov.au, consumer Facts and Advice, IFC and imaging costs, PHIO employment opportunities and Annual Report 2010.

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  • Quarterly Bulletin 55: 1 April 2010 - 30 June 2010

    Complaint statistics, Lifetime Health Cover 10 year rule, industry consultation for Acute Care Certification, restrictions and exclusions on plastic and reconstructive surgery, website bulletins, and change of address.

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  • Quarterly Bulletin 54: 01 January 2010 - 31 March 2010

    Complaint statistics, premium increase and rule changes, two month waiting period for psychiatric care, health insurance claims not payable outside Australia, optical provider registration, and acute care certification.

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  • Quarterly Bulletin 53: 01 October - 31 December 2009

    Commonwealth Ombudsman qb53.pdf page.

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  • Quarterly Bulletin 52: 01 July - 30 September 2009

    Complaint statistics, clearance and transfer certificates, communication of detrimental changes, health insurance for 457 visa holders, website changes and premium increase uploads, and gastric banding/obesity surgery.

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  • Quarterly Bulletin 51: 01 April - 30 June 2009

    Complaint statistics, hospital contracting issues, Overseas Visitors Health Cover information, PHIO Client Satisfaction Survey.

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  • Quarterly Bulletin 50: 01 January - 31 March 2009

    Complaint statistics, premium increases and www.privatehealth.gov.au, State of the Health Funds Report, PHIO's complaint review and escalation process, fund response time for Disputes, suspension due to financial hardship.

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  • Quarterly Bulletin 49: 1 October to 31 December 2008

    Complaint Statistics, Standard Information Statements, Relationship Breakdown, Joining over the internet, Prosthesis Benefits, Clearance Certificates, Rate and Benefit Changes

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  • Quarterly Bulletin 48: 1 July to 30 September 2008

    Complaint Statistics, Issues, Pre-Existing Condition Rule Determinations, Consumer Website Survey Results, State of the Health Funds Report

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  • Quarterly Bulletin 47: 1 April to 30 June 2008

    Informing Members about Policy Restrictions, Preferred Provider Schemes, Lifetime Health Cover Calculator, Online Client Survey

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  • Quarterly Bulletin 46: 1 January - 31 March 2008

    Complaints about Premium Increases and Fund Rule Changes, PHIO Seminar, PHIO Intranet, and Ombudsman Appointment.

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  • Quarterly Bulletin 45: 1 October to 31 December 2007

    Access by Overseas Visitors to Pharmaceutical Drugs, Broader Health Cover Benefits, Detrimental Changes to Health Insurance Products

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  • Quarterly Bulletin 44: 1 July to 30 September 2007

    Complaint Statistics, PrivateHealth.gov.au Website, Referral Process, Oral Advice, State of the Health Funds Report.

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  • Quarterly Bulletin 43: 1 April to 30 June 2007

    Complaint Statistics, Clearance Certificates, PrivateHealth.gov.au Website, Client Satisfaction Survey, New PHIO Brochure.

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  • Quarterly Bulletin 42: 1 January - 31 March 2007

    Complaint Statistics, Premium Increases, PrivateHealth.gov.au Website, Standard Information Statements, Importance of updating information, Hospital Agreement Lists, Waiting Periods Brochure.

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  • Quarterly Bulletin 41: 1 October to 31 December 2006

    Complaint Statistics, Direct Debits of Membership Payments, Verification of Ancillary Claims, Privatehealth.gov.au Website, Mr John Powlay

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  • Quarterly Bulletin 40: 1 July to 30 September 2006

    Complaint Statistics, Waivers of Waiting Periods, General Service Issues, Continuity When Changing Health Funds, Private Health Online

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  • Quarterly Bulletin 39: 1 April to 30 June 2006

    Complaint Statistics, Pre- existing Ailment Waiting Period, , Complaints about Withdrawal of Ex-gratia Benefits and Hospital Agreements, Updated PHIO Website

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  • Quarterly Bulletin 38: 1 January - 31 March 2006

    Complaint Statistics, Complaints Related to Premium Increases, Changes to Loyalty Schemes, Restricted Cover Products, Ancillary Claims Over 2-Years Old, whats's on the application form, waiting periods brochure.

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  • Quarterly Bulletin 37: 1 October to 31 December 2005

    Complaint Statistics, Complaint issues, Premium Payment Problems, Lifetime Health Cover, Level of Cover, restricted cover products, new PHIO brochures.

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  • Quarterly Bulletin 36: 1 July to 30 September 2005

    Complaint statistics, Podiatric Surgery Benefits, Pre-existing Ailment Waiting Period, Arrangements for checking payment of hospital excesses, PHIO Levy increase, Ombudsman Reappointed

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  • Quarterly Bulletin 35: 1 April to 30 June 2005

    Complaint statistics, the Pre-existing Ailment waiting period and older new members, clearance certificates – the obligations of a gaining fund, PHIO complaint workshops, benefits for podiatric surgery, The Ombudsman’s role.

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  • Quarterly Bulletin 34: January - March 2005

    Premium rise complaints, Health Insurance Complaints Workshop, incomplete information or advice.

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  • Quarterly Bulletin 33: October - December 2004

    Decline in complaints continues, pre existing ailments – best practice guidelines, state of the health funds report, annual seminar.

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  • Quarterly Bulletin 32: July - September 2004

    Fewer complaints received but more investigation required, complaints about doctors’ bills, state of the health funds report, review of complaints handling by health funds, shared custody of dependent children – health insurance.

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  • Quarterly Bulletin 31: April - June 2004

    Complaint statistics and issues, fund transfers being delayed and derailed, consumer information on restrictions.

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  • Quarterly Bulletin 30: January - March 2004

    Relatively quiet response to premium rises, notification issues, changes to PHIO functions and powers, review of health funds’ complaint management.

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  • Quarterly Bulletin 29: October - December 2003

    Complaints and disputes on downward trend, temporary suspension of membership.

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  • Quarterly Bulletin 28: July - September 2003

    Complaint statistics and issues, portability and HPPAs, public hospital waiting lists, advising contributors of detrimental changes.

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  • Quarterly Bulletin 27: April - June 2003

    Complaint statistics and issues, going out of contract.

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  • Quarterly Bulletin 26: January - March 2003

    Complaints hit a new high – but disputes remain low, premium increases, the process for changes to benefits, Queensland ambulance changes, gap scheme issues.

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  • Quarterly Bulletin 25: October - December 2002

    Complaint statistics and issues, hospital contracting and the code of conduct, the implementation process for changes to benefits, PHIO brochures.

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  • Quarterly Bulletin 23: April - June 2002

    Complaint statistics and issues, Privacy and Consumer Rights, Internal Complaint Systems.

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  • Quarterly Bulletin 22: January - March 2002

    Complaint statistics, contribution increases, hospital agreements and the code of practice, overseas resident categories, membership of more than one health fund, plain english fund rules.

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  • Quarterly Bulletin 21: October - December 2001

    A welcome change in the direction of complaints, private patient access to private facilities, contract cessation, the code of conduct principles, informed financial consent.

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  • Quarterly Bulletin 20: July - September 2001

    Complaint statistics, restricted and exclusion products.

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  • Quarterly Bulletin 19: April - June 2001

    Family membership in the event of a relationship breakdown.

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  • Quarterly Bulletin 18: January - March 2001

    No and Known Gaps, Voluntary Code of Practice, Getting the Correct Information Across, Complaint Statistics.

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  • Quarterly Bulletin 17: October - December 2000

    Pre-existing ailment, code of conduct, portability review, suspension of cover, waiting periods for obstetrics.

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  • Quarterly Bulletin 16: July - September 2000

    Waiting periods for obstetrics, non contract hospitals, lifetime healthcover, waiting periods and pre existing ailments, advertising and marketing.

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  • Quarterly Bulletin 15: April - June 2000

    A brief of the issues, existing members, third party call centres, advertising and brochures.

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  • Quarterly Bulletin 14: January - March 2000

    Complaint statistics, cardiac exclusions, products fit for purpose, and comments from the cancer council of Tasmania.

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  • Quarterly Bulletin 13: October - December 1999

    Senate order with respect to the health legislation amendment bill (no.2) 1999. Case studies into informed financial consent, pre-existing ailments, member verification systems, selective contracting with hospitals and ancillary providers, fund transfers, waiting period waivers, exclusionary products, practitioner contracts, and ancillary benefit limits

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  • Quarterly Bulletin 12: July - September 1999

    Complaint statistics, new and transferring members, exclusionary products.

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  • Quarterly Bulletin 11: April - June 1999

    The 15 questions you need to ask, cosmetic surgery dispute, and the exclusion clause.

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  • Quarterly Bulletin 10: January - March 1999

    Transforming complaints into customer satisfaction, moving experience disrupts health cover, family breakdown creates health insurance complications, and workplace accidents cause payout puzzle

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  • Quarterly Bulletin 09: July - September 1998

    Case studies about oral advice, Fund Contracts with Service Providers, and Refusal to pay benefits where compensation may be involved,

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  • Quarterly Bulletin 08: April - June 1998

    Case studies about Problems with transferring between funds, over-payment, premium arrears, and private patient election.

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  • Quarterly Bulletin 07: January - March 1998

    Complaint statistics and case studies about Pre existing ailments and access to Medicare records, Oral advice, Compensation, and Health fund promotional material.

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  • Quarterly Bulletin 06: October - December 1997

    Case studies about benefits, Fund Recognition of Providers, and Orthodontics.

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  • Quarterly Bulletin 05: July - September 1997

    Case studies about Rate and benefit protection and Portability,

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  • Quarterly Bulletin 04: April - June 1997

    Case studies regarding benefits, Pre-existing ailments, and the Commonwealth Government Incentives Scheme.

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  • Quarterly Bulletin 03: January - March 1997

    Statistics and case studies: premium increases, Pre-existing ailments, and portability of benefits between funds.

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  • Quarterly Bulletin 02: October - December 1996

    Case studies about Pre existing ailments, Exclusionary products, and premium increases.

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  • Quarterly Bulletin 01: July - September 1996

    Complaint statistics including workload, types of complaints, issues, and funds.

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