Feedback & complaints

We welcome your feedback as it helps us to improve our customer service. If you have any concerns about your Compare the Market experience, then please get in touch so we can rectify the situation as quickly as possible.

If you have a question or complaint, then please email our friendly customer service team on: [email protected].

Our complaint handling process

We aim to resolve complaints as quickly as possible, and promise to be in touch with you within two working days (48 hours). We’ll let you know an expected timeframe for resolving your complaint, and will keep you updated along the way to ensure you know that we’re working hard to get to the bottom of your concern.

We log all customer complaints in an internal register – this means that there is always a record of your complaint, as well as details on correspondence, how we responded, and the ultimate outcome. Our team takes any complaints we get very seriously, and if we see any reoccurring issues, then we’ll be quick to address this with the appropriate teams. We are very keen to learn from our mistakes.

If you do not feel that your complaint has been resolved to your satisfaction, please contact CTM’s Dispute Resolution Manager on 13 32 32 or at [email protected]

If, once your complaint has been escalated to CTM’s Dispute Resolution Manager, you still don’t feel that it has been resolved, then we would recommend you contact the relevant External Dispute Resolution handling body. Please bear in mind that for these external organisations to look into your complaint, you’ll need to give us a reasonable opportunity to resolve your complaint initially.

Please find a list of relevant External Dispute Resolution handling bodies below.

For private health insurance complaints:

You can contact the Private Health Insurance Ombudsman on 1300 362 072 or visit them at www.ombudsman.gov.au and www.privatehealth.gov.au.

For all other insurance related complaints:

You can contact the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers.

For energy related complaints:

Here’s how you can contact your state’s Ombudsman:

Our private health insurance complaint rates

We are proud of the fantastic service that we offer to our customers. However, from time-to-time, some customers do raise issues or complaints. As we want to be completely transparent, we have chosen to publish our private health insurance complaint rates on our website.

We measure our complaints as a percentage of the sales we make each year. We have split these complaints into: marketing complaints, sales process complaints, post-sale administration complaints and offer/incentive administration complaints.

For the period 1 January 2015 – 31 December 2015, we recorded an annualised complaint rate of 2.21 per cent of all private health insurance sales made through our comparison service.

Of these complaints, 0.5 per cent related to marketing complaints, 2.5 per cent were sales process complaints, 36 per cent were post-sale administration complaints, and 61 per cent were administration complaints relating to Compare the Market offers or incentives.