Our complaints process ensures that every member’s voice is heard and all issues are handled transparently and efficiently.
Stage 1: Submitting a Complaint
Members may submit complaints via our dedicated email address PO@sizwe-hosmed.co.za. Once received, the Principal Officer will provide a formal written response within thirty (30) days.
Stage 2: Dispute Resolution
If a complaint relating to the member’s benefits or contributions is not resolved to the member’s satisfaction, the matter will be escalated to the Scheme’s Disputes Committee. The Disputes Committee will review the case and issue a decision within ten (10) days of convening.
Stage 3: Appeal Process
If a member remains dissatisfied with the Disputes Committee’s decision, they have the right to appeal to the Council for Medical Schemes (CMS). Appeals should be directed to:
Council for Medical Schemes
Block A, Eco Glades 2 Office Park
420 Witch-Hazel Avenue, Eco Park
Centurion, 0157
Email: appeals@medicalschemes.co.za
Appeals relating to other types of complaints may also be submitted directly to the Council for Medical Schemes.
Stage 4: Direct Complaint to the Council for Medical Schemes
At any point during the complaints process, a person may approach the Council for Medical Schemes directly to seek assistance in resolving their complaint.
