How to make a complaint

You can make a complaint to Latrobe Health Services by phone, email, mail, online or in person at a branch. The process is free and confidential. We’ll try to sort it out on the spot, and if we can’t, we’ll get back to you within three working days.

We want to hear from you when something goes wrong. That’s how we fix it for you, and how we make things better for every member.

How do I make a complaint?

There are many ways to reach us, choose the one that suits your needs best;

How	What to do
Call	1300 362 144, Monday to Friday 9am – 4:30pm
Email	info@lhs.com.au
Online	Fill in the contact us form
Post	Customer Experience Manager, Latrobe Health Services, Reply Paid 41, Morwell VIC 3840
In person	Drop into a Latrobe Health branch

Tell us what happened in your own words. Have your membership number ready, along with your address and a contact phone number. If you’re writing to us, include those details in your message.

Want the full detail before you start? Download our Complaint Resolution Process (PDF).

What happens after I make a complaint?

Latrobe Health Services will always try to resolve your complaint straight away. If we can’t, we aim to respond within three working days. That response either resolves it, or tells you what happens next and what else we need from you.

More complex complaints take longer, and we aim to reach a resolution with you within 21 days of receiving it. Any information you need while we work through it, we’ll make available to you.

What we do	When
Try to resolve your complaint on the spot	Straight away
Respond with a resolution for straightforward complaints, or with the next steps and anything we need from you	Within three working days
Work with you to reach a resolution on more complex complaints	Within 21 days of receiving your complaint

Who else can I talk to about an unresolved complaint?

The Commonwealth Ombudsman handles unresolved complaints between members and their health fund. The service is free, and it’s independent of Latrobe Health Services. Contact the Commonwealth Ombudsman at ombudsman.gov.au or call 1300 362 072.

The Ombudsman also runs privatehealth.gov.au, the Australian Government’s consumer website for private health insurance. It’s the place to go for general information about how cover works in Australia.

What if I need an interpreter or the National Relay Service?

Latrobe Health Services takes complaints through an interpreter or the National Relay Service. Both services are free to you.

If you’d prefer another language

Call the Translating and Interpreting Service (TIS National) on 131 450 and ask for Latrobe Health Services on 1300 362 144.

If you’re deaf, or have a hearing or speech impairment

Contact the National Relay Service, then ask for Latrobe Health Services on 1300 362 144. Which number you call depends on how you use the service:

TTY users, call 133 677
speak and listen users, call 1300 555 727
internet relay users, connect online.

What happens to my personal information?

To resolve your complaint, Latrobe Health Services may need to share your information with a third party. That only ever happens for the purpose of resolving your complaint. For how we handle and protect your information, read our privacy policy.

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