HEM complaints handling policy

Why complain?

We aim to provide our policyholders with the best possible service. If our service does not meet your expectations we want to know.

We have procedures in place so that complaints from our stakeholders can be properly reviewed and given an appropriate response. Knowing what our stakeholders think went wrong can help improve our services.

Objectives of our complaints handling policy

Our complaints handling policy has been developed with the following objectives:

  • Enhance stakeholder relationships by increasing their level of satisfaction with the delivery of services;
  • Recognise, promote and protect consumers’ rights, including the right to comment and complain – and the right to privacy;
  • Provide an efficient, fair, clear and accessible process for the stakeholders in the management and resolution of complaints;
  • Continue to improve our business practices through regular monitoring of complaints to identify areas where service can be improved to ensure ongoing delivery of effective workers compensation services; and
  • Retain our clients.

Complaint handling procedure

Our complaints procedure has the following stages:

Stage 1

Complaints may be made:

  • By completing a complaint form
  • By contacting your usual contact person
  • By letter

Our complaint form can be completed online, downloaded (MS Word) from this website, and is also available from reception.

Our staff members are trained to provide you with assistance in making a complaint, if you require it. This includes registering a verbal complaint and/or completing our complaint form.

Your complaint details will be entered into our Complaint Register.

Through discussing your concern(s) and courses of action available, we hope they will be able to put things right straight away or alternatively, explain why they are not able.

Stage 2

If we cannot resolve your complaint during the first contact (immediately), we will keep you informed of our actions, as well as:

  • Provide you with the contact details of who will be handling the complaint;
  • Aim to resolve your complaint within five working days; and
  • Check that you are satisfied with how the complaint was handled.

In some cases where we deem our actions to be reasonable, no remedial action will be undertaken. A written response will be provided for all written complaints.

Stage 3

We hope you are satisfied with our response. If not, you can ask us to reconsider your complaint. We will arrange for your complaint to be reviewed and for you to be given a written response setting out conclusions.

Putting things right

We monitor our complaints to analyse the information so that we can improve the way we deliver services. Where required, we will review our policies and procedures to improve our service delivery.