Information for further action

Ben nolan made this Freedom of Information request to Medibank Private Limited

Waiting for an internal review by Medibank Private Limited of their handling of this request.

From: Ben nolan

Delivered

Dear Medibank Private Limited,

1- provide your cancellation policies

2- provide you employee training policy for clients asking to cancel a policy

3- provide training log for employee who managed call for client 31531243H
On 4 November 2018 .

4- provide call recording for client 31531243H
On 4 November 2018 .

Yours faithfully,
Louisa date
Ben Nolan

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From: Ask Us
Medibank Private Limited


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Thank you for contacting Medibank Private.

 

If you have supplied documents these will be forwarded to the relevant
department for processing. Please allow 7-10 business days for your
request to be actioned.

 

If you are making a membership enquiry we are unable to access your
membership via this channel due to privacy protection standards and can
therefore only provide very general information and customer support.

 

To resolve your enquiry about your membership, please choose one of the
following options:

 

1.      To register for My Medibank please [1]click here.

 

My Medibank allows you to manage most aspects of your membership online at
a time convenient for you.

 

2.      Call us on 132 331 (from overseas +61 3 8622 5780) to discuss your
membership.

 

3.      Drop into one of our Medibank Stores. To locate your nearest
Medibank Store please [2]click here.

 

If you would like to obtain more information about our Privacy Statement
please [3]click here.

 

 

Yours sincerely,

 

Membership Support Team

Medibank Private

 

 

T: 132 331 F: 1300 659 957 E: [4][email address]

W: [5]http://www.medibank.com.au

 

[6]Description: Description: Description: Description: Description:
cid:image001.png@01CC84CC.8810F7F0

 

The information contained in or attached to this message is intended only
for the people it is addressed to. If you are not the intended recipient,
any use, disclosure or copying of this information is unauthorised and
prohibited. If you have received this e-mail by mistake, please notify
Medibank Private as soon as possible by e-mail at
[7][Medibank request email], or by telephone on 132 331, and destroy the
original message. This information may be confidential or subject to legal
privilege. It is not the expressed view of Medibank Private or any of its
subsidiaries unless it is authorised by a person with actual authority. To
the fullest extent allowed by law, Medibank Private cannot accept
liability for any virus damage caused by this message. Medibank Private
Limited ABN 47 080 890 259.

The information contained in or attached to this message is intended only
for the people it is addressed to. If you are not the intended recipient,
please notify the sender and delete the email. Any use, disclosure or
copying of this information is unauthorised and prohibited. This
information may be confidential or subject to legal privilege. It is not
the expressed view of Medibank Private Limited (ABN 47 080 890 259) or any
of its subsidiaries (together 'Medibank') unless it is authorised by a
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Medibank does not accept liability for any damage caused by this message,
including any virus damage.

References

Visible links
1. http://www.medibank.com.au/Member-Servic...
2. http://www.medibank.com.au/client/static...
3. http://www.medibank.com.au/healthcover/p...
4. mailto:[email address]
5. http://www.medibank.com.au/
7. mailto:[Medibank request email]

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From: Ben nolan

Delivered

Dear Medibank Private Limited,

I am yet to receive a response with regards to my freedom of information request.

You are bound by law to do so, please supply the requested information as outlined in my initial FOI request.

Yours faithfully,

Ben nolan

Link to this

From: Customer Service Team
Medibank Private Limited


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Hi Ben,

 

Thanks for getting in touch with Medibank.

 

I apologise for the delay in response to your original email.

 

So I can look into this further for you can you please confirm the below
information as part of a security check.

 

-              Date of birth

-              Complete address

 

Once confirmed we’ll be able to access your policy to assist you further.

 

If you have any further questions please don't hesitate to let me know in
reply to this email.

 

Have a lovely day.

 

 

 

Kind Regards

 

Nikki
Digital Service Consultant, Customer Support

Medibank Customer Connect

720 Bourke Street, Docklands VIC 3008

[1]www.medibank.com.au

 

[2]medibank Logo

Medibank takes the privacy of its members seriously. By corresponding with
Medibank via email, you accept that this is not a secure channel and the
associated risks to the security of your personal information. If you wish
to communicate with Medibank through a secure channel, please contact us
on 132 331 or by [3]live chat.

 

If you have any questions about how personal information is handled at
Medibank, please view our Privacy Policy at medibank.com.au or contact
[4][email address]

 

 

 

 

 

From: Ben nolan [[5]mailto:[FOI #5145 email]]
Sent: Wednesday, 5 December 2018 9:00 AM
To: Ask Us <[6][Medibank request email]>
Subject: [External] Freedom of Information request - Information for
further action

 

Moved to e5 on 5/12/2018 9:01:05 AM
To view the email and related work, [7]click here

 

Dear Medibank Private Limited,

1- provide your cancellation policies

2- provide you employee training policy for clients asking to cancel a
policy

3- provide training log for employee who managed call for client 31531243H
On 4 November 2018 .

4- provide call recording for client 31531243H
On 4 November 2018 .

Yours faithfully,
Louisa date
Ben Nolan

-------------------------------------------------------------------

Please use this email address for all replies to this request:
[8][FOI #5145 email]

Is [9][Medibank request email] the wrong address for Freedom of Information
requests to Medibank Private Limited? If so, please contact us using this
form:
[10]https://urldefense.proofpoint.com/v2/url...

This request has been made by an individual using Right to Know. This
message and any reply that you make will be published on the internet.
More information on how Right to Know works can be found at:
[11]https://urldefense.proofpoint.com/v2/url...

If you find this service useful as an FOI officer, please ask your web
manager to link to us from your organisation's FOI page.

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From: Ben nolan

Delivered

Dear Customer Service Team,

In response to your request for further information.

Ben Nolan

14 codrington st sale. 3850

This should satisfy you needs however I have 3 further questions.

Please confirm why my initial request was ignored?

Why is my personal information required when you have my policy detail?

Are my details only required for you to respond to my 4th question request?

Yours sincerely,

Ben nolan

Link to this

From: Customer Service Team
Medibank Private Limited

Hi Ben,

Thank you for providing your address.

I'm very sorry if your initial request was ignored. Please know that it wasn't our intention ignore your request.

Due to privacy reasons, we need to do a 3 point security check before we can discuss or disclose any information regarding your membership.

In order for us to answer your membership enquiry, please kindly provide your date of birth.

Once I have this information, I will be able to look into your query immediately.

If you have any further questions, please let me know by replying to this email.

Have a good day.

Kind Regards

Mary Anne

Digital Service Consultant, Customer Support
Medibank Customer Connect

720 Bourke Street, Docklands VIC 3008
www.medibank.com.au

Medibank takes the privacy of its members seriously. By corresponding with Medibank via email, you accept that this is not a secure channel and the associated risks to the security of your personal information. If you wish to communicate with Medibank through a secure channel, please contact us on 132 331 or by live chat.

If you have any questions about how personal information is handled at Medibank, please view our Privacy Policy at medibank.com.au or contact [email address]

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Link to this

From: Ben nolan

Delivered

Dear Customer Service Team,
DOB- 18-10-1978

Yours sincerely,

Ben nolan

Link to this

From: Customer Service Team
Medibank Private Limited

Hi Ben,

Thank you for your email.

I have escalated your request to our Customer Support Team.

A case manager assigned to your case will be in touch in relation to your request.

They will send a courtesy contact within 48 hours. They aim to resolve complaints within 10 business days.

Let us know if you have any further questions.

I hope you have a lovely afternoon

Kind Regards

Anna
Digital Service Consultant, Customer Support
Medibank Customer Connect

720 Bourke Street, Docklands VIC 3008
www.medibank.com.au

Medibank takes the privacy of its members seriously. By corresponding with Medibank via email, you accept that this is not a secure channel and the associated risks to the security of your personal information. If you wish to communicate with Medibank through a secure channel, please contact us on 132 331 or by live chat.

If you have any questions about how personal information is handled at Medibank, please view our Privacy Policy at medibank.com.au or contact [email address]

show quoted sections

Link to this

From: Ben nolan

Delivered

Dear Customer Service Team,

Please forward me the requested information post haste.

I note my initial request was received by you on 4
December 2018.

I believe you are now in breach of the freedom of information act 1982.

Yours sincerely,

Ben nolan

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Things to do with this request

Anyone:
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