The Commonwealth Ombudsman has released a guide to the Private Health Insurance Ombudsman’s new powers.
In a statement, the Ombudsman said the role of the Private Health Insurance Ombudsman (PHIO) was to protect the interests of people covered by private health insurance.
“The PHIO carries out this role in a number of ways, including through our independent complaints handling service, our education and advice services for consumers and our advice to industry and Government about issues of concern to consumers,” the Ombudsman said.
“The focus of the PHIO’s complaints handling service is on ensuring it is independent, objective, accessible, effective and timely.”
He said that in dealing with complaints, the PHIO would assist people to resolve disputes and act as an umpire in dispute resolution at all levels within the private health insurance industry.
It said the PHIO had the power to enter the premises of a private health insurer or private health insurance broker and inspect any documents or other records to verify evidence provided in relation to a complaint.
It had the power to take extracts from, or make copies of, any such document or other record.
Officials of the private health insurer or private health insurance broker must provide the PHIO with reasonable facilities and assistance for the effective exercise of inspection powers, it said.
The Commonwealth Ombudsman’s five-page guide can be accessed at this PS News link.
