Manual 

We highly recommend that once CU Health is launched within your organisation, you actively encourage your team to register on the platform.

When members first sign up, they’ll be asked to provide some important details such as their address, phone number, and emergency contact. A Health Check tool is also available to them – this is a great way for our team to get an overall snapshot of their health and wellbeing. Based on their responses, we may also share tailored health resources to support them.

As part of our partnership, we’ll work closely with you to drive engagement and aim for registration levels of at least 80% across your organisation. This ensures your team gains full access to the support available and helps us deliver meaningful impact across your workforce.

Once registered, employees can access a wide range of features designed to support their health and wellbeing, including:

• Booking appointments with our healthcare team   

• Exploring the video library for expert led content on mental health, lifestyle and nutrition  

• Using the Psychology Toolbox with guided audio courses, videos and worksheets  

• Fertility support – members considering their options can book a free 20-minute chat with a fertility nurse  

Like every organisation, people come and go. To keep things simple, we’ll provide you with access to CoPilot that allows you to easily let us know when employees join or leave your business. 

We highly recommend including CU Health as part of your onboarding and offboarding process. This ensures every employee has access to the support they need, right from the start.

Using the CU Health Client Portal – Co-pilot 

After launch, it is important to familiarise yourself with our client portal, Co-pilot.  This will be your central hub for managing CU Health within your organisation – and is an important piece for your HR/P&C team to be across. 

Through Co-pilot, you can: 

• Submit new member forms – onboard new employees quickly and easily. 

• Submit member offboarding forms – remove access when an employee leaves your organisation. 

• View your member lists - shared with you at the end of each month. 

• Access reports (if included in your package) – view utilisation data and wellbeing insights for your workforce. 

• Download CU Health marketing collateral – ready-to-use materials to promote CU Health to your team. 

• Use the messaging service – communicate directly with the CU Health team for support or queries. 

Why it matters: 
Maintaining accurate records in Co-pilot is essential. It ensures that only current employees have access to CU Health, while those who leave your organisation are offboarded promptly. If outgoing employees are not removed correctly, they may continue to access CU Health, which can lead to privacy or security risks and inaccurate reporting. This protects both your business and your employees and ensures CU Health can provide the right support to the right people. 

It is equally important that any new or transitioning HR / People & Culture staff are trained in how to use Co-pilot. This guarantees continuity, avoids disruption for your employees, and helps your organisation get the full value from CU Health. 

 How to get started with Co-pilot 

During the time of your launch planning with CU Health, it will be decided who will get Co-pilot access from your organisation.  If you have joined your organisation after CU Health’s launch – then please speak to your HR/P&C Team to request access for you. 

CU Health will then send you an invitation to join Co-pilot.  It should look something like this: 

If you do not receive this email, please let CU Health know as soon as possible and we will then resend this to you, or provide you with an activation link. 

 Once you click “Accept invite”, you will be taken to a screen to set your password and then login to your portal: 

(If you struggle with any off this process, please contact us right away with screenshots + explanations of your issue and we will look into this) 

After you successfully set a password and click “Activate account”, you will arrive on your Co-pilot Dashboard which will look something like this: 

Messages: 

The Messages section will allow you to get in touch with our team with any questions you may have.  This can include questions about the report, getting an updated members’ list or any other requests that you may have central to Co-pilot. 

The Files section is where you can access documents such as; brochures/marketing collateral, members’ lists, reports (if included in your package) and any other materials:

Forms: 

The Forms section is likely where you will spend most of your time, as this is where you will manage the onboarding and off-boarding of members. Here is what these forms are located in Co-pilot: 

• Member Off-boarding: Use this form when a member leaves your company, business, or organisation. 

• Multiple Member Upload Form: Use this form to add a bulk number of members to the system at once. 

• New Member Form: Use this form when adding a new joiner who requires access to CU Health. 

At the end of each month, we provide updated members lists under the Files > Member’s List folder. Please ensure you cross-reference these lists with your records to confirm that all information is accurate and up-to-date. 

CU Health appointments are scheduled based on the member’s home address time zone. This means the appointment time will remain fixed to that time zone, even if the member is travelling interstate or overseas. CU Health aims to commence consultations promptly at the scheduled time. If a member has not joined the consultation within 5 minutes of the scheduled start time, the Healthcare Practitioner may cancel the appointment.

Your organisation will have chosen one of two ways for employees to access appointments with us. 

Voucher-based access 
If your organisation is voucher-based, the number of vouchers available to each employee will have been set during launch planning and contract signing. These vouchers will automatically appear in an employee’s account when they log in, making it simple to get started. 

If an employee would like extra vouchers beyond the agreed amount, they will’ll just need to confirm this with their HR team. We can then add more vouchers on a case-by-case basis. It’s helpful if this process is clearly communicated to employees as part of launch planning. 
 

Open access 
If your organisation has chosen an open package, employees can book from the appointment types agreed during contract discussions. There’s no limit on the number of appointments, your team can book as needed. 

Cancellation Policy – Why It Matters 

To make sure all employees have fair and timely access to appointments, it’s important that everyone understands our cancellation policy. Missed appointments or last-minute cancellations not only mean lost time for our health professionals, but they also impact your organisation, as charges apply for no-shows and late cancellations. Clear communication of this policy to your team is the best way to avoid unnecessary costs. Our cancellation policy can be found here: https://www.cuhealth.com.au/cancellation-policy 

For Organisations with Open Package (3-Strike Policy) 

To encourage responsible booking, we use a 3-strike rule. 

• Late cancellation: Cancelling within 24 hours of an appointment counts as a strike. 

• Rescheduling within 24 hours: Also counts as a strike. 

• No-show: Missing an appointment without notice counts as a strike. 

• Once a member reaches 3 strikes, their account is temporarily blocked from booking new appointments, and any future appointments are automatically cancelled. They will see a message encouraging them to contact our support team and their HR representative to discuss next steps. 

If HR approves, CU Health can reset strikes and restore access. 

For Organisations with Vouchers  

When your organisation uses vouchers, the process is slightly different: 

• Late cancellations (within 24 hours), last-minute reschedules, and no-shows still count toward cancellation tracking. 

• The voucher for that booking is used up and shown in the member’s portal under “Cancelled.” 

• The voucher cannot be reused for another appointment. 

• Members can continue booking with remaining vouchers or via PAYG (pay-as-you-go). If a member would like a voucher reinstated, they need to contact HR for approval, and CU Health can manually reinstate it. 

Key Takeaway for HR Teams 

We recommend communicating this policy clearly to your employees during launch. This helps: 

• Avoid unexpected costs to your organisation. 

• Encourage employees to value their appointments. 

• Ensure our health professionals’ time is used effectively, keeping access open for all members. 

At CU Health, we believe in transparency, trust, and delivering a consistent, high-quality experience for all our members. To help make sure you know what to expect, and how we protect both your rights and our ability to serve you well, we have the following policies in place:

• Cancellation Policy – so you understand how and when you need to cancel or reschedule, and what happens if things change last minute.

• Privacy Policy – because your personal and health information is highly sensitive, we want you to know how we collect, use, store, and protect it. 

• Terms of Service – the rules of engagement. This covers what we each agree to when you use our services: responsibilities, rights, what you can expect from us, and what we ask of you. 

We strongly encourage you to read these policies. They help ensure clear expectations on both sides, protect your privacy and wellbeing, and allow us to maintain a safe, fair, reliable service for everyone.

At CU Health, we’re committed to providing meaningful insights to help your organisation understand how employees are engaging with our services - while ensuring every member’s privacy is protected.

De-Identified Reporting

To maintain confidentiality, all reports we provide are fully de-identified. The level of reporting available depends on the number of active employees linked to your account. For smaller groups, additional privacy measures are applied to protect individual member identities.

Utilisation Reports (Provided with Monthly Invoices)

Each month, you’ll receive a de-identified usage summary attached to your invoice.
This summary includes:

• Service type
• Date of service
• Associated cost

Metrics Reporting

Our metrics reports provide a broader view of member engagement and appointment activity.

• Businesses with under 50 active members: Reports provided quarterly.
• Businesses with over 50 active members: Reports provided monthly.
• Businesses with 10 or fewer active members: Reports provided yearly.

Need Support or Missing Reports?

If you are not currently receiving reports or would like to review your account management inclusions, please contact the CU Health team to discuss your account management fees and reporting options.