Urgent Escalation – Ongoing Portal Failure and Lack of Support

We are formally escalating our complaint regarding the unacceptable level of service received from Government Employees Medical Scheme (GEMS).

The audiology portal used for hearing aid submissions has been non-functional for an extended period. This has directly prevented us from submitting claims and servicing patients efficiently. As healthcare providers, this is not a minor inconvenience — it directly impacts patient care and creates unnecessary operational and financial strain on our practice.

Despite multiple emails and numerous follow-up phone calls, we have received no effective assistance, no clear communication, and no resolution timeline. Our queries are either ignored or not properly addressed. The lack of urgency and accountability in resolving a critical system failure is deeply concerning.

We cannot continue operating under these conditions. A medical scheme of this size should have reliable systems and responsive technical support in place. At this stage, we require:

* Immediate technical intervention * Clear written communication outlining the issue * A confirmed resolution timeline

If this matter is not addressed urgently, we will have no choice but to consider further escalation through the appropriate regulatory channels, including the Council for Medical Schemes.