All staff of signatories to the Private Health Insurance Code of Conduct, particularly those in customer-facing roles, must understand their specific obligations under the Code
Setting a high standard of conduct across the industry
In 2016,representatives of the private health insurance industry in Australia came together to create an industry-first Code of Conduct that outlines the regulatory, compliance and ethical responsibilities of health funds and intermediaries towards consumers. Being a signatory of the Code signals to your customers that you are committed to high standards of compliance and service.
This one-module course explores the obligations and commitments of private health funds under the Code, including presenting information to customers in plain English; ensuring customer-facing employees are appropriately trained; keeping personal information secure; and maintaining readily accessible internal customer dispute resolution processes. It also provides an overview of important processes concerning intermediaries and when customers join and leave your fund.
The course is accessible and is quick to complete, leaving employees with a better understanding of customers’ rights and private health funds’ compliance responsibilities under the Code.
Who should do this training?
This course provides all employees with a solid, working understanding of their obligations under the Private Health Insurance Code of Conduct.
Module 1: The Private Health Insurance Code of Conduct
- How the Code works
- The Code’s key aspects
- Employee training
- Communication with customers
- When a customer joins or leaves
- Customer privacy
- Handling complaints