Frequently Asked Questions (FAQ)
I need to update my personal information. How do I do that?
For security reasons, limited information can be updated via the Portal after you have initially created your account. If there is any information you wish to update and you cannot do so via the Portal, we ask that you please contact us via email at enquiries@meshsettlementadmin.com.au or by calling 07 4158 8772 and a member of our team will assist you.
Didn’t Shine already determine I was eligible?
No, Shine did not determine eligibility. Shine obtained records for most Registrants that identified the product they received. They did not obtain records to identify the complication(s) they suffered. The Settlement Administrators will now do this.
I have my medical records or I can get my medical records from my doctors. Should I send those to you?
If you have created a Portal account, you are welcome to upload your medical records to the ‘My Claim Documents’ section of the Portal. Alternatively, you are welcome to email copies of these documents to us at enquiries@meshsettlementadmin.com.au.
I’m about to have pelvic surgery. Do you need to know the details?
You are welcome to record the details of when you will be having the surgery, who your surgeon is and the name of the hospital where your surgery will be performed in the ‘Description of Treatment’ section of the Portal. Alternatively, you are welcome to email us this information to enquiries@meshsettlementadmin.com.au.
I gave my bank account details to Shine Lawyers, will they give those details to you or will I have to give those to you again?
You can securely enter your bank account details to the Administrators via the Portal. If you are unable to enter your details through the Portal, please contact the Administrators on 07 4158 8772 to provide this information over the phone. For security reasons, we ask that you please refrain from emailing us any bank account details.
I was one of the original registrants with Shine Lawyers. Will you be assessing my eligibility and compensation first?
Assessment of eligibility and assessment of compensation will be assessed when all the records that are required to assess eligibility and compensation have been received. The requests for records will be made at about the same time for all Registrants, however, the time frame for the return of medical records varies substantially between hospitals and medical practitioners. For this reason we are unable to prioritise assessments of eligibility or compensation based on the period of registration.
I’ve left several messages on a voicemail machine and I have sent several emails and I have not received a response. Why can’t I speak to anyone?
We really appreciate your patience in waiting for us to get back to you at peak times. We wish we had a person available to answer every call and to respond to every email immediately. Unfortunately, this is neither practical nor cost effective for the Settlement Administration. There are times when we receive hundreds of telephone calls and hundreds of emails, particularly after we communicate with you. We will return your call and answer your emails as quickly as we can. And again, we thank you for your patience whilst we attend to the enquiries of other registrants.
I’m having trouble creating a Portal account, what should I do?
Please see below a video guide to assist you in creating a Portal account. If after viewing this video you are still unable to create an account, please contact the Administrators for assistance via email at enquiries@meshsettlementadmin.com.au or call 07 4158 8772 and a member of our team will assist you.
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Pelvic Mesh Administration Portal Instructional Video on Vimeo
Where can I access a recording of the recent Webinar held by the Administrators?
Please email the Administrators at enquiries@meshsettlementadmin.com.au to request a copy of the webinar recording.