FORMAL COMPLAINT

I am writing to formally raise my serious concern and frustration regarding the continued administrative errors and lack of resolution I am experiencing in my capacity as a broker with Discovery Health.

Over the past year, I have encountered repeated instances of inefficiency, incorrect processing, and a concerning lack of accountability from your team. The current matter has reached a point where it is not only unacceptable but is actively impacting my ability to service my clients effectively and professionally.

In 2025, I submitted three employer group applications for registration. I received confirmation that all three groups were successfully registered, and employer numbers were issued accordingly. Based on this confirmation, I proceeded under the assumption that everything had been correctly processed.

However, upon attempting to add employees to these groups, I identified a critical error. After taking the precaution of verifying banking details, it was brought to my attention that two employer numbers had been incorrectly allocated to a single group. This is a fundamental administrative failure.

Since identifying this issue, I have made multiple calls and sent several emails in an attempt to have this matter resolved urgently. To date:

No clear explanation has been provided as to how such an error occurred No ownership of the issue has been taken No effective resolution has been implemented I am continuously passed between agents without progress

This ongoing situation reflects extremely poorly on service delivery standards. As a broker, I rely on accurate and efficient processing from your team. These repeated errors, coupled with the inability of staff to provide answers or solutions, create unnecessary delays, reputational risk, and frustration for both myself and my clients.

I must express that the level of service I am receiving is deeply concerning. There appears to be a lack of attention to detail, urgency, and accountability in resolving what should be a straightforward administrative correction.

I require the following as a matter of urgency:

Immediate correction of the employer group allocations Written confirmation of the correct employer structures A clear explanation as to how this error occurred Assurance that measures will be put in place to prevent similar issues going forward

Please treat this as a formal complaint requiring urgent escalation. Should this matter not be resolved promptly, I will have no choice but to escalate it further through the appropriate channels.

I trust this will receive the immediate attention it warrants.