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Complaints Process

According to the Scheme rules, members can lodge a complaint with the Scheme by calling
0800 004 389, sending an email to [email protected] or by post to PO Box 15774, Vlaeberg, 8018.


When you lodge a complaint, the Scheme will respond within five working days from when the complaint was received. There are, however, complaints that need clinical input and investigation and these would reasonably take longer to resolve. A member will always be informed of the status of their complaint and the Scheme will work tirelessly to make sure that the complaint is resolved quickly and efficiently.


The Disputes Committee


Should you not be satisfied with the response from the Scheme, you can request in writing that your complaint is lodged with the Scheme`s Disputes Committee (you can send your request to the same contact details listed above). The Committee comprises of independent professionals who have medical and legal expertise.


If you are still not satisfied with the outcome of the Disputes Committee, you can then lodge a complaint with the Registrar for Medical Schemes for a ruling. You are encouraged to make use of the internal procedures available to lodge your complaints as you are guaranteed a speedy resolution.

PO Box 15774
WhatsApp: 0860005037 Tel: 021 480 4801 Fax: 021 480 6842 Toll-free: 0800 004 389 [email protected]
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