Policy
Complaints Procedures
How to raise a concern about our service or a product we've provided.
Last updated 22 August 2025
Our commitment
Our team at Compare Wise is dedicated to providing the highest standard of service and advice to our customers. We understand, however, that there might be times when you're not completely satisfied with our service or a product we've provided. If this is the case, we encourage you to let us know as soon as possible.
How to contact us
- Ring us on 1800 316 906 and have a chat with a supervisor or manager.
- Send an email to info@comparewise.com.au for the attention of the CEO.
What happens next
If we're unable to sort out your issue straight away, a senior manager will get back to you by the next working day after we receive your enquiry.
Should the matter not be resolved within three days, it will be escalated to the attention of the CEO or deputy CEO, who will personally look into the issue.
External options
We might suggest you contact your health fund or the Private Health Insurance Ombudsman's office (PHIO) if needed:
- To lodge a formal complaint, contact the Commonwealth Ombudsman at www.ombudsman.gov.au.
- For a look at general information about private health insurance, head to www.privatehealth.gov.au
Further escalation
Should you feel we haven't properly handled your concern, you're also free to reach out to your health fund or the PHIO directly.
Important notice
Health Insurance Advice is provided by Compare Wise and administered by ItsMy Group (ABN 85 167 289 965). Compare Wise and ItsMy Group are both signatories to the Private Health Insurance Intermediaries Code of Conduct. Compare Wise Pty Ltd ABN 73 672 396 575.