Pretoria (Head Office)

Cape Town

Durban

Gqeberha (Port Elizabeth)

Nelspruit

Polokwane

Escalation of queries or complaints must first be lodged with the scheme concerned. Written complaints would certainly be preferable, but all schemes should also have dedicated telephone lines to handle everyday complaints and enquiries. All schemes are also required to have independent disputes committees where members’ disputes may be settled. Members and/or their legal representatives may be present at disputes committee meetings to present their arguments. Legal representation isn’t obligatory.

Members who have already exhausted all internal avenues within Bestmed Medical Scheme and are still aggrieved in respect of the decision made, can file a complaint in terms of Rule 28 of the registered Bestmed Rules. The process along with the relevant form will be shared on request.

Should all efforts fail to resolve an issue with your scheme, you can send your complaint to the CMS’ Complaints Unit.

Who can complain to the Registrar’s Office?

Any beneficiary or any person who is aggrieved with the conduct of a medical scheme can submit a complaint.

It’s, however, very important to note that a prospective complainant should always first seek to resolve complaints through the complaints mechanisms in place at the respective medical scheme before approaching the Council for assistance.

Complaints can be submitted by any reasonable means such as a letter, fax, e-mail or in person at the CMS offices from Mondays to Fridays from 08:00 to 16:30. Details of the channels for complaint submissions appear on the right. 

Anonymous Fraud & Ethics

Bestmed acts proactively in addressing unethical behaviour, theft, fraud or related activity and has thus joined forces with KPMG to fight such practices. Should you be aware of any fraudulent, corrupt or unethical practices involving Bestmed employees, service providers or even Bestmed members, please report this anonymously to KPMG.

The Bestmed hotline operates as an independent conduit where callers are guaranteed anonymity. The call centre is secure and the public doesn’t know the location thereof. Furthermore, Bestmed cannot demand that the identity of the caller be revealed.