The Code is designed to help you by providing clear information and transparency in your relationships with health funds including our escalation process for complaints.

Queensland Country health Fund is a signatory of the Code of Conduct

Queensland Country Health Fund is a signatory to the Private Health Insurance Code of Conduct (the “Code”). The Code was developed by the health insurance industry and aims to promote the standards of service to be applied throughout the industry.

Under the Code, Queensland Country agrees to:

• work towards improving the standards of practice and service in
the private health insurance industry;

• provide information to you in plain language;

• promote better informed decisions about our private health
insurance products and services by:

  •  ensuring that policy documentation is full and complete
  • providing clear explanations of the contents of our policy documentation when asked by you
  • ensuring that persons providing information on health insurance are
    appropriately trained


• ensure information exchanged between you and Queensland Country Health Fund is protected in accordance with privacy principles;

• provide information to you on your rights and obligations under your relationship with Queensland Country Health Fund, including information on this PHI Code of Conduct;

• provide you with easy access to our internal dispute resolution procedures, which will be undertaken in a fair and reasonable manner and advise you of your rights to take an issue to an external body such as the Private Health Insurance Ombudsman.

How the Code helps our Members

Apart from promoting improved standards in clarity and usefulness of information given to members, the Code is designed to help solve problems between Members and us.

Compliments and complaints

Queensland Country values your feedback on our products and services which helps us to monitor our policies, procedures and systems to ensure we are meeting the needs of our Members.

Your health and wellbeing is our number one priority and if you’re not completely happy with our service we would like to know about it.

If you have any complaints, and we hope you don’t, then contact us immediately


Call: 1800 813 415
Email: info@queenslandcountry.health
Website: queenslandcountry.health
Address: Queensland Country Centre, Level 1, 333 Ross River Road, Aitkenvale QLD 4814

If after we’ve done all we can to rectify the situation, you’re still not satisfied with the outcome, you have every right to contact the Private Health Insurance Ombudsman.

The Ombudsman is an independent body formed to help resolve complaints and to provide advice and information to members of private health funds.

To make a complaint, contact the Commonwealth Ombudsman at www.ombudsman.gov.au For general information about private health insurance, see www.privatehealth.gov.au


Alternatively, the Ombudsman can be contacted by phone on 1300 362 072.

How can I get a copy of the Code?

A full copy of the Code is available at Private Health Insurance Code of Conduct or by calling us.