Complaints process and disputes resolution scheme

The complaints process below describes how Southern Cross Medical Care Society (“Southern Cross”) addresses complaints. If you are unhappy with our products or services, we want to hear from you so we can address your concerns.

How to make a complaint

You can make a complaint about our products or services with any of our representatives, by:

  • using our online complaints form
  • calling us on 0800 800 181
  • writing to us at: Complaints at Southern Cross, Southern Cross Health Society, Private Bag 99934, Newmarket, Auckland 1149.

Complaints process

Step 1
We will try to resolve your complaint the first time you contact us.

Step 2
If we can’t resolve it the first time you contact us, we will refer your complaint to the appropriate team. They will acknowledge your complaint within two working days of the date they receive it (or as soon as they can). We will also let you know, by phone or email, how our complaints process works.

We aim to resolve complaints timely and fair manner, and we’ll keep you updated on our progress. We will keep you informed about the outcome of any investigation in a clear and open manner.

Step 3
If you’re not happy with our response, you can ask for your complaint be reviewed by our Member Relations Team. They will review and make a final decision and let you know what that is as soon as possible. If you are still not satisfied, we can provide you with a letter of deadlock to confirm you have come to the end of our internal complaints process, so you can raise your complaint with our independent Dispute Resolution Scheme provider.

Disputes Resolution Scheme

We belong to the Insurance & Financial Services Ombudsman’s approved Dispute Resolution Scheme (IFSO Scheme). It is a free and independent dispute resolution service that can help if we can’t resolve your complaint.

If your complaint has been through our complaints process, and we have issued you with a letter of deadlock, and you’re still not satisfied with the outcome, you can refer your complaint to the IFSO Scheme for review.

You can contact the IFSO Scheme on 0800 888 202, email at [email protected] or at www.ifso.nz or write to Insurance & Financial Services Ombudsman, PO BOX 10 845, Wellington 6143.