How to let us know about your complaints and queries
Although we strive to give you excellent service, occasional errors still occur. We have a complaints process in place to help you get quick resolutions to your complaints and prompt answers to your questions.
Important steps in our complaints process
It is important that you get a reference number from us by calling us on 0860 116 116 if you need to bring a complaint to our attention. You can also email us at service@yourremedi.co.za. If you prefer email, it is important to use the word 'Complaint' in the email's subject line. On average, we take one to two business days to reply if the enquiry or complaint is simple. If it is a complex case/complaint, we take around five business days.
What to do if your complaint was not dealt with to your satisfaction
When you have received a response but feel that your enquiry or complaint was not dealt with to your satisfaction, or that the Scheme Rules were not applied correctly, please contact us again. Call us on 0860 116 116 and ask that your complaint be escalated by asking to speak to the service consultant's team leader or a Client Relationship Manager. You can also email escalations@yourremedi.co.za for assistance directly from a Client Relationship Manager (CRM).
Still not satisfied?
If you are still dissatisfied with the outcome of the complaint lodged, please contact us again on 0860 116 116 using the original reference number we gave you. You can also do this if you have not received a response within at least five working days of escalating it to the Scheme's CRM. This time, please ask for your complaint to be directed to the office of the Fund Manager or the Principal Officer.
It is important to note that the Fund Manager and Principal Officer will need your original reference number as well as the completed Disputes Form available on our website to assist you further. Please send the details of your complaint and the completed form by email to executiveoffice@yourremedi.co.za.
When to contact the Council for Medical Schemes (CMS)
Members may choose at any time to reach out to the CMS by:
- Contacting their office via email: complaints@medicalschemes.co.za
- Reaching out to their Customer Care Centre: 0861123 267
- Simply visiting their website at www.medicalschemes.co.za to lodge a complaint
Please note that CMS requires you to first attempt to resolve your complaint through the available complaint channels. Please therefore familiarise yourself with all the channels available to you before lodging your complaint with CMS.
Follow the link provided or visit our website at www.yourremedi.co.za. Click on the 'Contact Us' tab, then scroll down and click on 'To reach out to us about your complaint' to get the applicable contact details.