Complaints Handling Process
At Bupa, we are committed to our values of being open, caring and accountable. We appreciate all feedback, including comments, compliments and complaints and work with our customers to listen and resolve any complaints in a timely manner. We value your experience of our products and services, and if something is not quite right or has gone wrong, we want you to let us know. We welcome the opportunity to resolve any concerns and continually improve.
How can I provide feedback or raise a concern?
Please call us on 1300 881 580 or e-mail us CustomerServiceWellness@bupa.com.au
What can I expect?
E-mailed complaints are acknowledged within 1 business day and we endeavour to resolve any concerns as soon as possible, but within 5 business days. Occasionally if an investigation is required it may take us a little longer. Rest assured we will be responsive and keep you well informed of the timeframes for our actions and next steps.
What additional supports are available?
We are more than happy to work with an advocate, interpreter, vision or hearing-impairment service if additional support is required for you to communicate your feedback
If you are not satisfied with our response, or if you feel your complaint has not been resolved, you can also raise your concerns with the relevant health care complaints organisation in your State or Territory. Contact details are available at https://www.safetyandquality.gov.au/consumers/understanding-your-rights/your-healthcare-rights-key-contacts