Your rights and responsibilities as a scheme member
How to lodge a complaint
Anglo Medical Scheme is dedicated to executing good business practises and governance every day. We are lucky to have a membership that participates and communicates with the Scheme, and are pleased that most of the members are very happy with the service that they receive. Nonetheless, we would like to inform you of the correct process to follow should you ever have a query or complaint, as we would like to resolve any issue appropriately and efficiently.
Step 1:
Contact our service team with your enquiry or complaint (you will receive a reference number).
| Standard and Managed Care Plan members | Value Care Plan members |
|
|
Step 2:
If you have followed Step 1 and feel that your enquiry or complaint was not dealt with to your satisfaction, please contact us again, provide us with your query and reference number, and ask for escalation within the service team. Alternatively, ask your HR department to pass your query on to your Client Liaison Officer.
Step 3:
If the issue cannot be resolved via the administrator’s process, you can contact the Principal Officer’s office.
- Call: 011 638 5471
- Email: Yvonne.Landsberg@angloamerican.com, attention: Principal Officer
- Post: PO Box 62524, Marshalltown, 2107
Step 4:
If you are still not satisfied, you can lodge your complaint with the Scheme’s Dispute Committee.
- Post: Anglo Medical Scheme, Disputes Committee, PO Box 62524, Marshalltown, 2107
Step 5:
Should all efforts fail to resolve an issue with the Scheme, you can submit your complaint to the Council for Medical Schemes (CMS) via the following channels:
- Physical address: Block A, Eco Glades 2 Office Park, 420 Witch-Hazel Avenue, Eco Park, Centurion 0157
- Postal address: Private Bag X34, Hatfield, 0028
- Phone number: 0861 123 267
- Fax number: 012 431 7644
- Email: complaints@medicalschemes.com
- Web: www.medicalschemes.com
Please note that the CMS requires you to first exhaust all avenues and communication channels available as mentioned above before you submit a complaint to them.
Queries that reached the council in the past were usually redirected to the Scheme for resolution.