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Medibank
? Get a real response.

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Medibank
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Edited by:
Ajust Content Team
Last updated:
August 5, 2025
AI-sourced. Human-edited. Made clear for you.

How to submit a complaint with
Medibank
 

If you're unhappy with Medibank’s service, there are several efficient ways to lodge your complaint:

Phone: Call 132 331 (Mon–Fri 8am–8pm, Sat 9am–4pm AEDT) to speak directly with a support representative.

Online Form: Use Medibank’s official Feedback & Complaints form to clearly document your issue. Include your membership number and relevant details to expedite processing.

Email: Email your detailed complaint to complaint.update@medibank.com.au. This reaches Medibank’s Resolutions Team directly.

In App/Online Member Portal: Send secure messages via the My Medibank app or your online account for quick attention.

In Writing: You can write to Medibank's head office at GPO Box 9999, Sydney NSW 2001. (Check their website for current details.)

In Person: Visit any Medibank branch for face-to-face support from staff who’ll log your issue immediately.

🔖 Tip: Clearly state your problem, desired outcome, and attach supporting documents (emails, bills, claims). This helps achieve faster resolutions.

What happens after you submit a complaint to Medibank?

Medibank handles complaints transparently with clear timelines:

  • Initial Resolution: Frontline staff attempt immediate solutions or respond within 10 business days, clearly explaining outcomes and reasons.

  • Escalation to Case Manager: Complex issues go to the Customer Advocacy Team, with a dedicated case manager who independently reviews your complaint, keeps you informed, and ensures fairness.

  • Resolution & Outcome: Once a resolution is reached (refund, policy update, compensation, apology), Medibank implements it promptly. If you’re not satisfied, they'll guide you to external escalation (like the Ombudsman).

Throughout the process, Medibank adheres to the Private Health Insurance Code of Conduct, ensuring respectful, transparent handling with no negative repercussions for complaining.

Common complaints against
Medibank

Customers often report these frequent issues:

  • Claims & Out-of-Pocket Costs: Unexpected charges, claim denials, or unclear waiting periods causing frustration.

  • Service and Communication Problems: Long waits, dropped calls, misinformation, or unresponsive customer support.

  • Billing & Administrative Errors: Incorrect charges, billing mistakes, or delayed refunds causing stress.

  • Policy Changes & Premium Increases: Annual premium hikes and poorly communicated coverage changes.

  • Privacy and Data Security: Concerns following the 2022 cyberattack and dissatisfaction with crisis communication.

  • General Insurance Issues: Pre-existing condition waiting periods, hospital service exclusions, cancellation difficulties, or misinformation by staff.

Complaints submitted through Ajust

How other consumers
Medibank
 complaints got resolved

Billing Error Resolved via Escalation: A customer was incorrectly charged $800. After formal escalation and mentioning the Ombudsman, Medibank quickly refunded the amount.

Data Breach Communication Complaint: Customers initially frustrated by delayed communication post-cyberattack received improved responses, dedicated helpline assistance, free identity monitoring, and ongoing updates.

Positive Customer Service Outcome: Initially poor service was reversed by a different representative, who resolved the claim quickly, leaving the customer reassured and satisfied.

How to escalate a complaint with Medibank

If initial attempts don’t work, escalate your complaint through clear steps:

  • Step 1: Internal Escalation: Request review by Medibank’s Resolutions Team or a senior case manager. Explicitly state your ongoing dissatisfaction for higher-level attention.

  • Step 2: External Escalation to Ombudsman: If internal escalation fails or takes too long, contact the Private Health Insurance Ombudsman (PHIO) for free independent mediation:

🔖 Tip: Keep detailed records (dates, interactions, names) for effective escalation.

Regulatory & Ombudsman Information for Medibank

If unresolved, complaints can be escalated to external regulators:

  • Private Health Insurance Ombudsman (PHIO): Handles unresolved insurance disputes free of charge.

  • Australian Competition & Consumer Commission (ACCC): Report misleading or systemic issues at accc.gov.au. They handle major consumer rights infringements but refer individual cases to PHIO.

  • Office of the Australian Information Commissioner (OAIC): Handles privacy complaints. Given Medibank’s recent data breach, OAIC is actively involved.

  • Privatehealth.gov.au: Government resource for health insurance rights and policy information.

🔖 Note: Regulators like APRA and ASIC oversee broader compliance but do not resolve individual complaints directly.

Official Medibank Complaint Resources & Links

Medibank
Complaints FAQs

You’ve done your part, now it’s time to hold
Medibank
accountable.

Take the final step and submit a complaint that gets seen and responded to.