New escalation process

We understand that members expect reliable and efficient service from the Scheme at all times. To help you resolve medical scheme issues you may have, or have a complaint about service you received, please contact the Medscheme Call Centre on 0860 100 080 or via e-mail on and provide the details of your complaint. The advantage of going through the Call Centre is that calls are recorded and trends can be picked up, allowing the Scheme to identify specific communication needs.

If you are not satisfied with the outcome, you are requested to make use of the following process to ensure effective and accurate resolution of your query.

LEVEL 1: Request the assistance of an Escalation Consultant telephonically

LEVEL 2: Request assistance via email to

LEVEL 3: Request the details of the Administration Manager or the Fund Manager to escalate to

LEVEL 4: Request the details of the Assistant Principal Officer

LEVEL 5: Request the details of the Principal Officer

If, after following the procedure detailed above, you are still not satisfied with the outcome of the process, or you have not received a response within seven (7) working days, you may contact the Council for Medical Schemes’ Complaints Department:

Telephone: 012 431 0500

Fax: 012 431 0608

Send your complaint via the Council’s website: 

(follow the “Consumer Assistance – Complaints link”)