New HBF digital member card
Who needs another card in their wallet? Download the digital member card and use your phone to tap and claim at a HICAPS or Smart Health terminal for your covered extras services.*
We value the opportunity to improve our products and services to ensure that our member experience is continuously improved. If you have any feedback or wish to make a complaint, you can do so by following the process below.
If you've had a positive experience with HBF, we would love to hear from you at email@example.com.
In many cases, your concerns can be quickly resolved by contacting us directly.
If we haven't been able to resolve your feedback in the first instance, you can request for your complaint to
be escalated and we will be pleased to appoint a case specialist to review your complaint.
If we have not done this for you already, you can lodge a complaint here, call us on 133 423 or visit your nearest branch or kiosk.
Alternatively, you can post your complaint to:
HBF Member Relations & Advocacy Manager
GPO Box C101
Perth WA 6839
Our appointed case specialist will be in touch within two business days of your complaint being raised to let
you know that we have received your complaint and will do our best to resolve the issue within five business
days, if not sooner.
Depending on the situation, we might need additional time to investigate your concerns - we will always let
you know if this is the case.
If you are not happy with the outcome of your complaint investigation, you can request to escalate the issue
within HBF for further independent review by our Internal Dispute Resolution Panel. This is the final step
of the internal review process and can take up to 15 business days for HBF to provide an outcome.
If at any stage you would like an update on your complaint, you can request this from your case manager or by
contacting us at firstname.lastname@example.org.
If you are not satisfied with the outcome of our internal complaint resolution process, you can contact the
Private Health Insurance Ombudsman for an external review of your complaint.
To make a complaint with the Commonwealth Ombudsman, contact them at www.ombudsman.gov.au.
If we are contacted by the Private Health Insurance Ombudsman, we will provide a response to the Ombudsman
within 3-10 business days, if not sooner.
For general information about private health insurance, see www.privatehealth.gov.au
We will do our best to investigate your complaint based on the information we already have. However, it will be
helpful if you can supply the following to assist our review:
HBF is committed to ensuring the way it collects and handles your personal information is in accordance with the
we encourage you to visit our website at any time to view the latest version.
We're always looking at ways we can improve your web experience and would greatly appreciate your feedback. It only
takes a few minutes and will also help other users.
If you would like to tell us about your experience on hbf.com.au you can do so using our online form.
Provide website feedback
If you have a concern or would like to provide feedback about an experience with an HBF Dental Centre, we encourage
you to reach out directly to the Centre to discuss the issue, where the Centre will do its best to resolve your
View HBF Dental’s website
If you have a concern or would like to provide feedback about an experience with an HBF Physio clinic, we encourage
you to reach out directly to the clinic to discuss, where the clinic will do its best to resolve any concerns.
View HBF Physio’s website
We recommend the following services for additional support when contacting us.
The National Relay Service offers 24/7 communication support
for the hearing impaired.
The Translating and
Interpreting Service (TIS) can provide interpreting services for non-English speakers.
offers support to those who are blind or have low vision.
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