We pride ourselves in resolving any issues or complaints with you internally. However, we know sometimes things can go wrong even with the best intentions. So, if you have been through our internal channels and are still not happy with the outcome, you can escalate the complaint to the Registrar’s office of the Council for Medical Schemes (CMS).
We are here to support you and provide the best care available so you can focus on getting better. That’s why we’re here for you in difficult times. For this reason, we have general queries and customer complaints line. Please don’t forget to make a note of the reference number of your query, as you will need this when following up.
General queries and customer complaints:
If you have already complained to us and are unhappy with the outcome, call 0860 002 108 or email email@example.com and request that your query be escalated to the CMS. You will need to have your reference number handy when doing this. Please remember that at the request of the CMS, they will not get involved in the matter unless members of all medical aid schemes go through the complaints and escalation channels available internally with their medical aid scheme.
Complaints can be submitted by letter, fax, email, or in person at the CMS offices from Mondays to Fridays during 08:00 – 17:00. Please click here to download the complaint form. For further information on the CMS, visit www.medicalschemes.com
The CMS governs the medical schemes industry, which means it can facilitate unresolved complaints about your medical scheme. If your complaint is related to any other aspect of the health industry, please follow the links below:
The CMS is not on anyone’s side. They provide a transparent, accessible, swift as well as a reasonable and procedurally fair dispute resolution process. The steps below are followed:
The Appeals Committee may, after the hearing, confirm or vary the decision concerned or overturn it and give another decision.