Complaint Level 1 (Problems): Moderate level of complaint - Level 1 complaints are dealt with by referring the complainant back to the health insurer, health care provider or health insurance broker which is the object of complaint.
Complaints Level 2 (Grievances): Moderate level of complaint resolved without requiring a report from the subject of the complaint - Level 2 complaints are dealt with by staff investigating issues of grievance and providing additional information or a clearer explanation directly to the complainant.
Complaint Level 3 (Disputes): Highest level of complaint where significant intervention is required - Level 3 complaints are dealt with by Ombudsman staff contacting the health insurer, health care provider or health insurance broker about the matter and requesting a formal report.
Complaints by Level
Complaints by Level, 2011-12