20JWays of dealing with complaints

#### 20J Ways of dealing with complaints (1) The Private Health Insurance Ombudsman may deal with a complaint by: (a) conducting mediation under Division 5; or (b) referring the complaint to the subject of the complaint under Subdivision C; or (c) if section 20P applies—investigating the complaint under Subdivision D. (2) The Private Health Insurance Ombudsman must not take any action mentioned in subsection (1) unless the complainant agrees to the action being taken. (3) The Private Health Insurance Ombudsman must not take, or continue to take, any action mentioned in paragraph (1)(a) or (c) if the complainant withdraws the complaint. (4) The Private Health Insurance Ombudsman must not take any action mentioned in subsection (1) if the complaint is about a matter prescribed by the Private Health Insurance Ombudsman Rules for the purposes of subsection 20G(3).