CompareSure Complaints and Dispute Resolution Policy
- Last updated: 26/10/25
At Compare Sure, we aim to deliver clear, reliable, and professional advice to all our customers. We understand that sometimes things don’t go as expected. If a customer feels dissatisfied with our service or advice, we want to know and resolve it quickly.This policy explains how customers can raise concerns and how we handle complaints and disputes. It is free to use and designed to be straightforward, fair, and transparent.
1. Understanding Complaints and Disputes
- Complaint: Any concern, question, or dissatisfaction a customer expresses about CompareSure’s service, advice, or processes.
- Dispute: If a customer is not satisfied with the response, they can escalate it into a formal dispute handled by senior staff.
2. Why You Should Tell Us
- It allows us to fix issues quickly without inconvenience.
- It helps prevent similar problems in the future.
- It ensures the customer’s voice is heard and treated fairly.
- If a resolution is not reached internally, there are options to escalate externally
3. How to Raise a Concern
- Raise the matter with the health fund directly.
- Email: complaints@comparesure.com.au
- Post: CompareSure, 2/290 Boundary Street, Spring Hill QLD 4000
- Phone: Call our director on 0478711733
Our team will confirm details with you to ensure accuracy before progressing.
4. How We Handle Complaints
- Step 1 – Initial Review: We assess your complaint immediately if possible.
- Step 2 – Team Manager Review: If not resolved, it is escalated within 3 business days.
- Step 3 – Resolutions Team: If needed, our Resolutions Manager handles the final review
5. Outcome and Communication
- Most complaints receive a written response within 10 working days.
- If delays occur, we provide an updated timeline.
- Most matters are resolved within 21 working days.
6. External Dispute Options
- Request review by CompareSure’s Managing Director.
- Escalate to the Private Health Insurance Ombudsman (free service).
7. Learning from Complaints
- All complaints are documented and reviewed for improvements.
- Staff receive additional training when required.
- Policies or systems may be updated to prevent recurring issues.