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Medibank Comprehensive OSHC Membership Guide

Effective May 2016 What’s inside Your guide to membership Welcome to membership of Medibank Comprehensive Overseas Student Health Cover (OSHC).

This guide will tell you about your cover and what you can and cannot claim for. Your guide to membership 3 Ambulance services 12 It also includes a summary of the policies of Glossary of definitions 4 What is covered? 12 Medibank as they apply to OSHC membership. Your membership 6 What is not covered? 12 This Membership guide forms part of the terms and conditions of your Comprehensive Types of membership available Waiting periods 13 OSHC with Medibank. All members of and who can be covered 6 Other important membership Comprehensive OSHC are subject to the Expatriate Australian students 7 information 13 terms and conditions and policies contained Norwegian and Swedish students 7 Keeping your premiums up to date 13 in this guide, as varied from time to time. Belgian students 7 Lapsed cover 14 Please read the Membership guide carefully and contact Medibank if there is anything When does your cover start? 7 Changing your personal details 14 you do not understand or if you want more Your membership card 7 Adding your partner and children 14 information about your cover. What you are covered for 8 Adding a newborn to your cover 15 Keep this guide in a safe place together Public hospital 8 Changing your resident status 15 with your other Medibank documents. Private hospital 9 Transferring from another Long term hospital treatment 9 Australian OSHC insurer 15 Obstetrics and pregnancy-related Your premiums and length services 9 of membership 15 Medical services 9 Goods and Services Tax (GST) 16 What you are not covered for 10 Refunding premiums 16 Public and private hospital 10 Making claims 17 Online claims 17 Medical services you are not This guide applies to Medibank Comprehensive Overseas Student Health Cover only covered for 10 Postal claims 17 You should read this guide in conjunction with the Cover summary General items you are not covered for 10 Termination of membership 17 that you would have received when you joined or changed your cover. Prescription medicines 11 Medibank Online 18 If you did not receive, or no longer have, your Cover summary please contact What is covered? 11 Medibank OSHC Privacy Statement 18 Medibank on 134 148 or visit medibankoshc.com.au for more information. What is not covered? 11 Your feedback 19 Resolution of complaints 19

2 Membership guide Membership guide 3 Glossary of definitions

The following definitions explain the meaning Inpatient Partner Same day admission of some of the words and phrases used A person who has been formally admitted A person who lives with the Policy holder An admission to, and discharge from, throughout this guide. to a registered hospital for the purpose in a marital or de facto relationship and is a hospital or day hospital facility on the Benefit of obtaining professional attention. a non-resident of . same day (ie. where the stay does not This includes same day admissions. extend beyond midnight). An amount of money payable by Medibank Policy holder to, or on behalf of, a member for an expense A student in whose name an application for Surgically implanted prostheses approved by Medibank. Australia’s national health care system which membership of Medibank Comprehensive The Federal Government publishes a Calendar year provides permanent Australian residents OSHC has been accepted. This is usually the prostheses list that sets out the minimum with access to treatment as public patients in first-named person on the membership card. benefits health funds must pay to members A 12-month period commencing 1 January public hospitals and subsidised treatment by Unless approved by Medibank, a person aged with hospital cover for these items. and ending 31 December. doctors and other health care professionals. under 16 is not eligible to be a Policy holder. If you are going to be admitted to hospital Cosmetic treatment Medicare Benefits Schedule (MBS) Pre-existing condition for a procedure in which a prosthesis is A service that is not clinically necessary to be surgically implanted or applied, we A schedule that lists all the services for Medibank may refuse benefits for any claim that can’t be billed to Medicare. Under all recommend that, before admission, you ask which Medicare pays benefits, and the rules made in the first 12 months of membership Medibank covers, no benefits are payable your doctor to provide you with an estimate that apply to the payment of those benefits. where, in the opinion of a medical toward procedures or hospital costs for the cost of the prosthesis they will be Each service has a fee (the MBS fee) that practitioner appointed by Medibank, signs or associated with cosmetic treatment or using for your procedure. Once you know has been set by the Australian Government symptoms of an ailment, illness or condition procedures not recognised by Medicare. how much the prosthesis will cost you should for the purpose of calculating the Medicare related to that claim were in existence at then provide your doctor with Informed Department of Immigration benefit payable for that service. any time during the six months before the Financial Consent and it is preferable that and Border Protection (DIBP) commencement of that cover. Members’ Choice hospital this is in writing. You can obtain an Informed The Australian Government Department A private hospital: Prescription medicine Financial Consent form from your doctor. of Immigration and Border Protection A medicine that may be legally obtained You will need to speak with us, your doctor is responsible for, among other things, • with which Medibank has an agreement only where prescribed by a medical or and your hospital to confirm what your likely immigration and entry, stay and departure to provide greater value to our members dental practitioner to treat a particular out-of-pocket expenses are going to be. arrangements for non-citizens. by way of capped fees or higher benefits for accommodation or treatment, and medical condition. Benefits are not payable for any prosthesis Dependant • that is part of Medibank’s Members’ Prescription medicine co-payment associated with an excluded service under A person who is: your cover. Choice network. The amount you are required to pay towards • a partner of an Overseas Student, or To find a Members’ Choice hospital go to the cost of each prescription medicine Theatre fees • a child or a step-child of an Overseas medibank.com.au and click on Find a before benefits are payable by Medibank. Costs of procedures performed in an operating Student who is not married (or in a de facto Health Provider. This amount is reviewed each year. room of a hospital or day surgery facility. relationship) and has not turned 18. Non Members’ Choice hospital Professional attention Visa Length Health Cover Hospital treatment A private hospital that is not part of In relation to hospital treatment means: OSHC for which the Policy holder makes one This means: Medibank’s Members’ Choice network. • medical or surgical treatment by or under payment that covers the entire period of their the supervision of a medical practitioner student visa. • hospital accommodation and nursing care Outpatient for the purpose of permitting professional • obstetric treatment by or under the A patient who receives medical attention Waiting period attention, and supervision of a medical practitioner at a hospital outpatient department or or a registered nurse with obstetric The period of time a member must wait • the provision of a surgically implanted accident and emergency department, but qualifications, after taking out cover before they can prosthesis on the Australian Government’s is not formally admitted to the hospital. • dental treatment by or under the receive a benefit for services or items Prostheses List. An outpatient may be charged both hospital supervision of a dental practitioner, or included on their cover. No benefits are fees and doctors’ or specialists’ fees. • podiatric treatment by or under the payable for any items or services obtained supervision of a podiatrist who has while serving a waiting period. been accredited by the Minister of Health.

4 Membership guide Membership guide 5 Your membership

Types of membership available Expatriate Australian students When does your cover start? and who can be covered A dependant child is not eligible to remain If you are an expatriate Australian coming • if you pay your premium before you arrive It is a condition of most student visas to have on a Comprehensive OSHC family to Australia on a student visa to undertake in Australia: your cover starts from the private health cover for the duration of your membership from the date of his/her formal studies, and you are not eligible for date of your arrival. If you arrive on a date visa. Medibank Comprehensive OSHC is eighteenth (18th) birthday. Medicare, you are required to take out OSHC other than your expected date of arrival, please contact us so that our records designed for people who are the holders Your Partner and/or dependants can for the full length of your student visa. can be changed to reflect the appropriate of a student visa or: be covered under a couple or family commencement date. You will need to membership only if they: Norwegian and Swedish students • is an applicant for a Student Visa; and bring your passport and membership card Most Norwegian and Swedish students • is the holder of a Bridging Visa; and • are authorised to enter Australian (if you already have one) with you to make under your Student Visa; and studying in Australia are covered by health this change • was, immediately before being granted the arrangements provided by their Bridging Visa, the holder of a Student Visa. • live with you while you’re studying. Government, and are not eligible to join OSHC. • if you pay your premium after you arrive in Australia: your cover starts on payment of Members with OSHC may not be members of If at any stage your student visa status However, a Norwegian or Swedish student your premium, unless you have nominated any other Medibank hospital cover. They may, changes, OSHC will no longer be suitable must take out OSHC if they are not eligible a later date to be your commencement however, purchase an additional Medibank for your needs. To discuss our broader for cover under their own Government’s date, or on the date you transfer from your ancillary (‘extras’) cover for everyday health range of products, please insurance arrangements. current health fund. call 134 148 or visit a Medibank store. needs like optical and dental. Please contact us if you would like further information about Belgian students Please note that benefits cannot be paid until If you are found to be ineligible for OSHC, our ‘extras’ cover options. Medibank has received your premium. If you Medibank may take steps including Belgian students studying in Australia are not pay your premium through your educational Please note that your parents/guardians terminating your membership or transferring required to take out OSHC under the terms of institution or agent, there may be a short and other family members (who are not you to an alternative cover. Medibank may the Reciprocal Health Care Agreement that delay before Medibank receives it. backdate this change and require you to pay your partner or dependant) cannot be exists between the Belgian and Australian covered under your Comprehensive OSHC. any additional premiums and/or repay any Governments. However, OSHC might still Your membership card higher benefits you received on your OSHC. If they live with you in Australia while you are be beneficial for these students as it offers studying they’ll need to arrange their own a more comprehensive level of cover. Use your membership card when you need Comprehensive OSHC offers three types private health insurance. to visit a doctor, arrange admission to of membership: hospital, make a claim or make any other • single membership, which covers you type of enquiry. (the student) only You are responsible for any claims made • couple membership, which covers you using your card. Keep your card safe and (the student) and your partner advise us immediately if it is lost, stolen or if someone not covered by your OSHC is using • family membership, which covers you your card. For your security, photo ID must (the student) and your dependants (such as accompany your membership card. your partner, and any dependant children). Your membership card should have been sent to you. If you have not yet received your card please call us on 134 148.

6 Membership guide Membership guide 7 Medibank will not accept liability What you are covered for Private hospital Obstetrics and pregnancy-related for any loss to you resulting from the Where you are an inpatient in a Members’ services Comprehensive OSHC will pay benefits misuse of a lost or stolen card. You can Choice hospital: towards: Medibank Comprehensive OSHC pays benefits visit our website at medibankoshc.com.au • 100% of the accommodation charges towards obstetrics and pregnancy-related • medical and hospital treatment to request a replacement card. • 100% of theatre fees services for you or your partner. There is a • ambulance services (please refer to • benefits towards the cost of surgically 12-month waiting period for obstetrics and page 12 for further information), and implanted prostheses and other items on pregnancy-related services that the mother will need to have served before the baby is • most prescription medicines that you the Australian Government’s Prostheses List born. Benefits are not generally payable for receive while studying in Australia, • 100% of any other costs provided for in any goods or services obtained while you are as set out below. our agreement with the hospital (such as serving a waiting period. prescription medicines directly related to If you anticipate treatment for which you are the reason for your hospital admission, This waiting period does not apply where expecting a benefit from Medibank, please and some ancillary services) a medical practitioner certifies and contact us before commencing treatment Medibank agrees that the member or going to hospital to confirm what benefits • access to newspapers, free-to-air TV and required emergency treatment. will be paid. local telephone calls are covered in some Members’ Choice hospitals. Please also read ‘What you are not covered Medical services for’, which explains the payments you are Where you are an inpatient in a non required to make if, and when, the applicable Members’ Choice private hospital: For treatment by medical practitioners (including specialist, pathology and x-ray charges are incurred. • a fixed dollar amount towards each services) Medibank Comprehensive OSHC day’s accommodation charges Public hospital pays you the following benefits: • a fixed dollar amount for theatre fees Where you’re an inpatient in a public hospital for each operating theatre visit If you are a hospital inpatient: Medibank will pay: • benefits towards the cost of surgically • 100% of the Medicare Benefits Schedule • 100% of the hospital charges* where you implanted prostheses and other items on (MBS) fee. are an inpatient in a shared room (but any the Australian Government’s Prostheses If you are a hospital outpatient additional accommodation charges where List. See the glossary on page 5 for details. (for example, if you are treated in you request a private room are your own your doctor’s consulting rooms): responsibility) You will be responsible for paying any difference between the Comprehensive • 100% of the MBS fee for General • benefits towards the cost of surgically OSHC benefit and the hospital charges.* Practitioner (GP) consultations implanted prostheses and other items on • The published 85% MBS fee# for other the Australian Government’s Prostheses List Long term hospital treatment Medicare-recognised services, including • 100% of the hospital charges* for accident If you are hospitalised for a continuous those provided by specialists. and emergency facility fees and outpatient period of more than 35 days, your doctor # The published 85% MBS fee may not equal exactly medical and post-operative treatment. must certify that you require ongoing 85% of the total MBS fee but an amount published in the MBS as set by the Australian Government. * Hospital charges do not include charges for medical acute care as an inpatient, otherwise services or prescription medicines. Please refer your hospital benefits will be reduced. to medical services and prescription medicines on pages 10 to 11.

8 Membership guide Membership guide 9 Prescription medicines

What you are not covered for Medical services you are not covered for • optical items and ancillary services, such What is covered? as dental or physiotherapy, whether Benefits are not payable for the following • treatment not considered medically Medibank pays benefits up to a maximum provided in private practice or in a hospital (or those items included in ‘General items necessary, eg. health screening services of $50 for each prescription only item. This (unless these are covered by our agreement you are not covered for’ on page 10). and cosmetic treatment is subject to calendar year limits. with a Members’ Choice hospital). If you Public and private hospital • any difference between your doctor’s charge wish to be covered for these expenses, You are responsible for paying the you should consider buying an additional In a public or private hospital you are not and the benefit payable by Medibank prescription medicine co-payment for each ‘extras’ cover from us prescription medicine. covered for: • any medical examinations, x-rays or • fertility treatment eg. IVF and GIFT pathology required by DIBP as part • services rendered while premiums Medibank may cover the full cost (subject programs of the student visa renewal process. are in arrears to annual limits) of prescription medicines provided to an inpatient of a Members’ Choice • cosmetic treatment/procedures • benefits in excess of the amount charged General items you are not covered for hospital if those medicines are covered by • any part of the accommodation charge for a service our agreement with the hospital. raised by a public hospital that exceeds • any treatment related to medical • services for which a claim is submitted the benefit for a shared room, if you procedures that are not listed in the more than two (2) years after the date What is not covered? are accommodated in a single room Medicare Benefits Schedule (although of service at your request limited hospital benefits may be payable Medibank will not pay benefits for the • Medibank may refuse to pay benefits • the gap for surgically implanted prostheses for certain dental procedures carried out following: or to provide continued cover if incorrect on the Australian Government’s Prostheses in hospital) • your prescription medicine co-payment or false information has been provided List (see page 5 for details) • treatment provided outside Australia, for each prescription medicine • any services or items in a Members’ including treatment provided while • if a member may claim all or part of the cost • costs in excess of the benefit payable Choice hospital that are not covered travelling to or from Australia. This of a service from another person, company for each prescription medicine applies whether or not the reason for or organisation, the benefit payable by by our agreement with the hospital • costs in excess of the maximum annual being outside Australia is related to your Medibank may be reduced, so that the total • the difference between the charges limit payable for prescription medicines, course of study. Note that prior to 1 July amount payable from all sources does not raised by a non Members’ Choice hospital as shown on the Cover Summary 2016 Norfolk Island (an Australian external exceed the amount charged. and the benefit payable by Medibank territory) is not considered to be part of • medicines other than prescription • any items provided to you on discharge Australia for health insurance purposes medicines from a hospital • transportation into or out of Australia • medicines prescribed for cosmetic • any ancillary services provided to you in any circumstance purposes in hospital that are not related to the • treatment arranged before you or • oral contraceptives. reason for your hospital stay your dependants came to Australia You will be responsible for paying any • accident and emergency facility fees • services and treatment for which costs above the benefits that are payable. raised by private hospitals compensation or damages can be claimed This means you may incur significant • Surgically Implanted Prostheses and • treatment rendered by providers who out-of-pocket expenses if high cost other medical devices not included in the are not recognised by Medibank for prescription medicines are required Australian Government’s Prostheses List the purpose of paying benefits for your treatment. • access to newspapers, free-to-air TV and local telephone calls, except as covered in some Members’ Choice hospitals.

10 Membership guide Membership guide 11 Ambulance Waiting Other important services periods membership information

What is covered? What is not covered? A waiting period is a period of time you need Keeping your premiums up to date to wait after taking out your cover before you Where you need immediate professional We don’t pay benefits for any ambulance It is generally a condition of your student can receive benefits for services or items attention and your medical condition is such service that has not been defined under visa that you have OSHC for the full length covered. These waiting periods include: that you couldn’t be transported any other ‘What is covered?’ This includes the of your visa. If you have not paid a premium way, you are covered for services provided following circumstances: • 12 months for obstetrics and for the full length of your visa, or are applying by an ambulance provider approved by pregnancy-related services for a new visa, you will have to renew your • ambulance services where immediate Medibank, in the following circumstances: cover. It is your responsibility to ensure that professional attention is not required • 12 months for pre-existing conditions premiums are up to date. • ambulance transportation to a hospital to (eg. general patient transportation) (excluding psychiatric treatment). receive immediate professional attention Many educational institutions will collect and • any ambulance transport required Benefits are not generally payable for any send renewal premiums to Medibank on behalf • when an ambulance is called to provide after discharge from hospital services or items obtained while you are of students. If your institution does this for you, immediate professional attention but serving a waiting period. The waiting period • inter-hospital transfers when you’re Medibank will renew your cover and issue a transport by ambulance is not needed does not apply when your treating medical transferred from one public hospital new membership card to you automatically practitioner certifies and Medibank agrees that • when, as an admitted patient, the hospital to another public hospital as an once payment has been received. the member required emergency treatment. requires you to be transferred from one admitted patient If you have a current student visa, you hospital to another (excluding transfers • any ambulance costs that are fully covered can also renew your membership online between public hospital facilities) by a third party arrangement, such as at medibankoshc.com.au • transport by air ambulance, where an ambulance subscription or federal/ If you need to apply for a new student visa pre-approval has been obtained from state/territory ambulance transportation from DIBP, you should first contact your Medibank by the air ambulance provider. scheme, WorkCover or the Transport educational institution to obtain a letter Accident Commission that confirms that you are continuing your • any air ambulance services that are studies as we may be request documentary fully subsidised, such as South Care evidence of your student status either upon, or NRMA Care Flight. or following the renewal of your OSHC.

For more information on ambulance services call us on 134 148.

12 Membership guide Membership guide 13 Lapsed cover Changing your personal details Adding a newborn to your cover

Where premiums fall more than two (2) You must advise Medibank when any of A new-born child may be added to an existing If you are transferring to Medibank, you will months in arrears, the membership will be your personal details change, for example: single or couple membership with effect from need to: considered to have lapsed. Should this occur, • you change your residential address. his or her date of birth and without having to • ask your current OSHC insurer to provide to restore your membership you will be If you do not tell us when you change serve any waiting periods already served by Medibank with a Transfer certificate required to pay all the arrears of premiums the Policy holder provided that: your address, you may not receive • on request, provide documentary evidence, and pay premiums for the remaining length important correspondence • the application is received by Medibank ie. electronic confirmation of enrolment, of your visa. You may be required to provide • your partner and/or children within two (2) months of the date of birth, or a letter from the educational institution, documentary evidence that you are still are coming to join you in Australia and to support that you are still studying in studying in Australia. Australia, and • your partner and/or children no longer • the membership is changed to a family If you were a member of another fund’s live with you membership, and the family premium • on request, present your passport OSHC and your cover lapsed and you wish • you change your email address is paid, from the date of birth. and visa to Medibank. to now take out Medibank Comprehensive OSHC, you will be required to pay Medibank • you change your phone number To arrange your transfer to Medibank or Changing your resident status all the arrears of premiums and meet the • you change your educational institution for more information visit our website at medibankoshc.com.au, come into a above conditions. • your visa status changes. If you or any of your dependants, are granted permanent residency status by DIBP, you are Medibank store, or call 134 148. Please refer to page 18 for details on how no longer eligible for OSHC. If you transfer to obtain a copy of Medibank’s Privacy Policy. to a new Medibank cover within 2 months Your premiums and length of the date from which you were granted of membership Adding your partner and children permanent resident status, we will recognise In order to be granted a student visa by DIBP, If your partner and/or children are coming any waiting periods which you have already all applications lodged on or after 1 July 2010 to join you, they can be added to your cover served under your OSHC, other than those to must provide evidence that the student, and provided they have been authorised to enter which separate waiting periods apply. Please any of their accompanying dependants, have Australia and reside with you (the student) contact us to arrange to transfer to another OSHC for the proposed duration of their visa. for the duration of their stay. You will need Medibank cover to avoid having to re-serve For more information, or to find out the to pay an additional premium to change your waiting periods. requirements for student visas lodged membership from a single or couple to a before 1 July 2010, please visit DIBP’s family cover. Transferring from another Australian OSHC insurer web address at border.gov.au When your family arrives, Medibank or your OSHC premiums are reviewed from time to educational institution will need to see their You can transfer your cover to Medibank time. Any changes made to OSHC premiums passports and visas so that the period of from any other Australian OSHC insurer. will be advised to educational institutions and cover can be confirmed. A new membership Your period of membership served with other agencies before they become effective. card listing all the members covered will be another OSHC fund will count towards the sent to you. waiting period under your Medibank OSHC. However, if your cover with the other insurer has lapsed, see ‘Lapsed cover’ on page 14 for further details.

14 Membership guide Membership guide 15 Goods and Services Tax (GST) Making claims Termination of membership

OSHC is subject to a Goods and Services Tax • you have paid for Visa Length Health Online claims Where, in Medibank’s opinion, a member has (GST), which is included in the premium you obtained, or attempted to obtain, an improper Cover and suspended your membership You can claim online for most doctors, pay. If you are on OSHC it is assumed you advantage for themselves or for any other for a continuous period of 3 months or pathology and specialist services you have no entitlement to claim any part of the person, Medibank may terminate the relevant more whilst holding a valid student visa. have already paid. GST as an input tax credit. If you are eligible membership immediately by writing to the You must apply for a refund in writing to and intend to claim back part or all of the 1. Claim via medibankoshc.com.au Policy holder. An improper advantage is any Medibank, and provide documentary proof GST you must notify us in writing. advantage, financial or otherwise, to which of the reason for the refund (eg. letter from 2. We’ll deposit your benefit into your a member is not entitled. DIBP where the visa is denied; letter from nominated Australian bank account Refunding premiums the educational institution etc). (normally 2 working days). Medibank will refund all or part of your If you cancel your Medibank OSHC cover Postal claims premium (as applicable) if: while you are in Australia and: Fill in a claim form, include receipts • you paid for OSHC but did not come and mail it to Medibank OSHC GPO 2984 to Australia to take up studies • you are granted permanent residency you are then no longer eligible for VIC 3001. • you have paid your premiums for Medibank OSHC. If you transfer to a new an extended stay, but your student We can either deposit the benefit in your Medibank Private Health Insurance cover visa was not extended nominated Australian bank account or within two months from the date you were send you a cheque. • you have to cease studies and leave granted permanent residency, we may Australia before the end of a period of instead transfer any residual premiums Note: If you haven’t paid the bill, we’ll send approved stay, for reasons beyond onto your new Medibank Private Health you a cheque that’s payable to your service your control Insurance cover provider. This might be your doctor, hospital • you have been granted permanent resident or ambulance service. When you receive the • your refund request is approved, Medibank status in Australia or have been granted an cheque, you must send it to the provider and will pay the refund amount into your Australian visa other than a student visa include any additional amount that you may Australian bank account. Medibank will be required to pay. All claims will be paid in • you have decided to defer your study not make payments to foreign bank Australian dollars and can only be paid into and return home accounts or issue cheques. an Australian bank account. • you have completed your study earlier • you are intending to leave Australia and than expected request a refund, it is important that you • you, your partner or your dependent do not close your Australian bank account children were not residents in Australia until after your refund request has been for a continuous period of at least 3 months paid by Medibank. while you held a valid student visa Following the introduction of Visa Length • you can prove you had OSHC from Health Cover by DIBP, it’s generally a another organisation which includes condition of your student visa to have the period covered by Medibank Overseas Student Health Cover for the full length of your stay in Australia. For more information call us on 134 148.

16 Membership guide Membership guide 17 Other important membership information

Medibank Online Medibank OSHC Privacy Statement Your feedback

We help make managing your health and For the purpose of this Privacy Statement, We may disclose your personal information At Medibank we value your comments on insurance easier with our online services. We are Medibank Private Limited (Medibank) overseas to other Medibank Group Companies our products and services. If you have any Our website at medibankoshc.com.au is full and Australian Health Management Group or third parties who provide services to us feedback for us or require further explanation of useful information and services designed Pty Ltd (ahm), a subsidiary of Medibank and including in India, the United States and on any matter affecting your membership, you to help you have more control over your other Medibank subsidiaries (collectively New Zealand. can contact us by: membership. Medibank Group Companies). We collect and Where you provide us with an email • calling us on 134 148 or +61 3 9862 1095 use your personal and sensitive information From our website the Policy holder on a address, we send most service-related (if calling from outside Australia) to enable us, other Medibank Group membership can register to use our Online communications to you by email, like • visiting one of our stores, or Companies and our third party suppliers and Member Services facility which allows them to: premium and account notices. partners to provide you with products and • email [email protected] • view membership details services, including insurance, health related From time to time, we or another Medibank • download brochures and forms services and partner offerings and to give you Group Company may contact you to market Resolution of complaints • order a replacement membership card information on other products and services. products and services and to keep you At Medibank we aim to resolve all enquiries informed of special offers from Medibank • update contact details If we do not collect this information, we may and concerns the first time you talk to us. If Group Companies and third parties, including your concern is still unresolved, or you need • register your bank account details not be able to provide you with these services. by direct mail, SMS and MMS messages, by further assistance with any aspect of your for payment of claims (via EFT) We may collect your information from phone and email. membership, our Member Resolutions team • make claims you, another person on your membership, You can choose how we communicate with is here to provide courteous and respectful a person authorised to provide us this • obtain a list of direct billing you and manage your consents to receiving service. Members are responsible for information on your behalf, another medical centres. promotions and offers by calling us on providing us with sufficient information Medibank Group company or a third party. 134 148 or (+61) 3 9862 1095 Monday to to enable us to investigate the concern. Where you give us personal information about Friday: 8:30am – 6:30pm (AEST) or emailing You can get into contact with the Member others, you must ensure that you let them us at [email protected] Resolutions team by: know what information you are giving us and Our Medibank OSHC Privacy Policy contains • calling us on 134 148 that you have their consent to do so. You should more information about our privacy practices, also let them know about this Statement. • writing to us at: Medibank Private including how you may request access Member Resolutions, GPO Box 9999, We may disclose your personal information to, or correction of, personal information Melbourne, VIC 3000. to persons or organisations in Australia we hold about you, how you can lodge a or overseas including other Medibank privacy complaint and how we manage such If you are still unsatisfied with the outcome Group Companies, our service providers complaints. You can always obtain the latest of your complaint, you can receive free, and professional advisers, health service version of our Medibank OSHC Privacy Policy independent advice from the Private Health providers, our suppliers and partners, by contacting us or by visiting our website at Insurance Ombudsman: government agencies, financial institutions, medibankoshc.com.au • call: 1300 362 072 your educational institution and migration You can also write to our Privacy Officer at: • online: ombudsman.gov.au agent or broker. We may also disclose your Privacy Officer, Medibank Private Limited, information to other persons covered under PO Box 9999 in your Capital City your policy or your agents and advisers. or email [email protected]

18 Membership guide Membership guide 19 134 148 +61 3 9862 1095 medibankoshc.com.au

This guide does not apply to Medibank Essentials OSHC cover. Visit medibankoshc. com.au to view and download the Medibank Essentials OSHC Policy. The information contained in this guide is current at the time of issue, May 2016. It applies only to Medibank Comprehensive OSHC and supersedes all previously published material. Medibank Private Limited ABN 47 080 890 259. MPL6600516