Complaints and Dispute Resolution Policy

Start with the relevant record: group rules, contribution schedule, receipt, payment declaration, provider evidence, statement import, claim file, vote, approval history, member statement, and audit log.
Group disputes should first go to the responsible officer, then the chairperson or committee, then the dispute forum in the group's constitution or applicable law.
Platform, billing, security, privacy, and account complaints should go to FelbaCare support using the published contact details. Privacy complaints may be escalated to the ODPC where applicable.
FelbaCare should preserve relevant evidence during disputes and avoid retroactive deletion or alteration of financial records. Corrections should be posted as new approved records.