The health insurer puts the glitch in its systems down to a major technology upgrade and problems with customer data migration, while “sincerely apologising” and reassuring its members that their personal data has not been compromised.
According to the website notification, Medibank says there was a “reporting issue” uncovered during the upgrade implementation which is nearing completion.
In an apology posted on Medibank’s website, chief executive Craig Drummond says, “unfortunately the majority of our members will likely experience a delay in receiving their 2016 tax statement from Medibank by 15 July. We can’t tell right now when impacted members will receive their statement but please be assured we are working as hard as we can to minimise any delay. We will contact any affected members directly”.
For the thousands of customers affected by Medibank’s system problems, the company says it will be providing further updates “over the coming days”.
Here’s a list of FAQs about the problem taken from the Medibank website:
Q. How will I know if I’m affected?
A. The easiest way to check if there will be a delay in receiving your tax statement beyond 15 July is to enter your membership number and surname. In addition, we will contact you directly via SMS, email or mail if your statement will be delayed. Up to date information can be found on this page.
Q. When will my tax statement be available?
A. We can’t tell right now when impacted members will receive their statement but please be assured we are working as hard as we can to minimise any delay. If you are affected we will let you know directly. To check whether your tax statement will be delayed please enter your details. We will be updating this page each day so please check here for latest updates. Please note our call centre and retail staff will not be able to give you any further information.
Q. What does this mean for me?
A. Unfortunately, this may affect your ability to submit your annual tax return without your tax statement from Medibank. We sincerely apologise for this inconvenience and are working around the clock to resolve the situation as soon as possible. We will be providing up to date information on the status of Medibank tax statements on this page, however you should contact your registered tax agent for tax-related questions specific to your situation.
Q. Why did this happen?
A. During the implementation of a major technology upgrade, we have identified a reporting issue that is likely to prevent us from providing the majority of our members with their 2016 tax statement by July 15.
Q. Are there any other impacts?
A. Rest assured your personal details have not been compromised.
Q. What are you doing to fix it?
A. We are working around the clock to fix the problem. We realise this is not what you expect of us and we are doing everything possible to resolve it.
Q. What should I do?
A. We encourage you to visit this page anytime for latest updates.
Q. How do I find out more?
A. As you can imagine our customer care team will be very busy. We would encourage you to visit this page for the latest information, and our customer care team will have the same information.