QUESTIONS & ANSWERS

The health and safety of our customers and team is our priority at Bupa Medical Visa Services.

We are following the advice of the Australian Government for minimizing the spread of COVID-19. We want to assure our customers that safety measures have been implemented within all our medical assessment centres to help keep our customers safe.

This includes:

• Screening all customers for fever and/or respiratory symptoms, or recent contact with a known case of COVID-19.
• Limiting the number of customers present within the medical assessment centre at any one time, to meet physical distancing guidelines.
• Restricting access to the medical assessment centre to only customers who have an appointment (with the exception of customers who require assistance).
• Implementing physical distancing guidelines within the medical assessment centre where possible.
• Increasing cleaning of the medical assessment centres, with a focus on high-touch areas.
• Encouraging customers and our team to wash or sanitize their hands regularly.

We appreciate your understanding and patience as we work to ensure the safety of our customers and team.

You need a HAP ID from the Department of Home Affairs. This applies to both clients who have already lodged a visa application and clients who are choosing to complete health examinations upfront. Information on where to find a HAP ID is available on the Home Affairs website.

To book your appointment using our online booking tool, you will also need a valid passport. Note: If you have a valid passport, you MUST bring this to the examination. If you don’t have a valid passport, please refer to the Home Affairs guidelines.

You must have completed the eMedical Client process as outlined on the Home Affairs website before your appointment.

The easiest way to book an immigration health examination is through our online booking system. You can also book an appointment by calling our call centre on 1300 794 919.

To book a New Zealand medical exam, Canadian medical exam, or carers visa exam, please contact our call centre on 1300 794 919.

You can change your appointment through our online booking system by selecting Modify/Cancel Booking or by calling the Contact Centre on 1300 794 919. You will require the HAP ID you used to make the appointment to make changes to a booking.

Family appointments are available through the online booking system by selecting a Family Booking or by calling the Contact Centre on 1300 794 919. You will need a HAP ID and passport for every family member and a valid email address.

Yes. You need to be authorised on the person’s account and have the person's HAP ID from the Department of Home Affairs, his or her valid passport number and email address. Please note the person's identity will be checked using his or her passport at his or her immigration health examination appointment, unless an exemption has been granted by the Department.

Information about our centre locations are on our website. You can also search for your postcode and the nearest assessment centres will be displayed for you.

If you have completed a visa medical within the last 12 months and you are required to do the same exams for a different visa, please contact your Visa Processing Officer to have the exams copied to your new HAP ID.

Medical exams are completed to satisfy a public interest criteria relating to health. It is a requirement for medicals to be completed at Bupa Medical Clinics (or at an approved subcontractor clinic), as they are the medical provider contracted to the Department of Home Affairs and this ensures that sample specimen integrity and security is maintained. Specific visa requirements state that Public Interest Criteria (4005 and 4007) must be followed and that extra tests may be required. For more information about meeting the health requirement, please visit the Department of Home Affairs’ website. Clinics other than Bupa may not be aware of the Public Interest Criteria.

For more information please contact the Department of Home Affairs on 131 881 from 8:30am-4:30pm Monday-Friday (AEST) and they will be able to assist with your enquiry.

The payment method available for health examinations will vary depending on how the appointment was booked.

A credit card payment using Visa, Mastercard or American Express is required for online bookings. Credit card payments attract a 0.495% surcharge. 

Cash will not be accepted at the centres.

A price list for the different types of immigration health examinations is available on our website.

Please note, if our health professionals request further tests to complete your examination then additional payments will be required. Immigration health examination are considered an 'assessment of health' and are not covered by private health insurance or Medicare. Fees are subject to change from 1 July each year.

Please note that credit card payments attract a 0.495% surcharge. Cash will not be accepted at the centres, however EFTPOS is available at no charge. A credit card payment using Visa, Mastercard or American Express is required for online bookings. Credit card payments attract a 0.495% surcharge.

For alternative payment methods, please contact the Bupa Visa Medical Contact Centre.

Cash will not be accepted at the centres.

If you have cancelled an appointment and made a payment, or you have not attended an appointment which you have paid for, you will need to obtain a refund as the money cannot be moved once your appointment time has passed.

To request a refund, contact us via our Enquiry Form.

Bupa requests that at least 24 hours' notice is provided for cancellation or moving an appointment. It is important to give Bupa as much notice as possible to ensure appointments can be made available to other customers. You can re-schedule your appointment to another time at least 24 hours prior to your appointment through our online booking system by selecting Modify/Cancel Booking or by calling the Contact Centre on 1300 794 919. You require the HAP ID you used to make the appointment to make changes to a booking.

Immigration health examinations are considered an ‘assessment of health’ and are not covered by private health insurance or Medicare. Fees are subject to change from 1 July each year. Please click to view our fees.

Please allow at least 2 hours for your immigration health examination. Eat and drink as normal prior to your appointment. You need to have a valid passport and completed the health declaration in eMedical to receive a copy of your HAP ID and Department of Home Affairs Referral Letter to bring with you on the day. If you are menstruating, it is recommended that you make your appointment for 5 days after you have finished menstruating.

For your appointment you must bring:

• Current valid passport or a passport which has expired within two (2) years of the health examination date, unless exempted by the Home Affairs. Drivers licences are not accepted.
• HAP ID

You should also bring:

• an eMedical referral letter, a Health Examinations list or other equivalent documentation provided to you by the department
• prescription glasses or contact lenses
• any specialist’s report/s about your medical condition
• if you have previously been investigated or treated for TB, please bring prior records relating to this treatment such as specialist reports of x-rays

We request that valuables and jewellery are not brought to the examination.

All visa applicants attending Bupa for a health examination must bring a valid passport or a passport which has expired within two (2) years of the health examination date in order to have their identity verified before the examination can commence.

If you do not have an acceptable passport, please note that an Immicard, current valid emergency travel or temporary travel document may also be accepted for the purposes of identification. Please contact your visa processing officer for advice before making an appointment to undergo your health examinations.

For more information if you do not have an acceptable passport, please visit the Department of Home Affairs’ website.

Bupa does not have any on-site parking. All medical centres are close to public transport. Please see below to view public transport and parking options.
 

Sydney
3 minute walk from Wynyard train station.
Parramatta
3 minute walk from Parramatta train station or parking available in Westfield
Parramatta.
http://www.transportnsw.info/
 

Melbourne
5 minute walk from Southern Cross train station or parking available in Mayfield Street and Aurora Lane.
http://ptv.vic.gov.au/
 

Perth
5 minute walk from Esplande Train Station or parking available in the Convention Centre on Mount Bay Rd.
http://www.transperth.wa.gov.au/
 

Adelaide
7 minute walk from Pirie Street tram station or parking available at Hindmash Square carpark.
http://www.adelaidemetro.com.au/
 

Brisbane
10 minute walk from Brisbane Central train station or parking available in Mary Street and Margaret Street.
http://translink.com.au/

Please arrive on time for your appointment and allow approximately 2 hours for your examination to be completed.

If you do not bring your passport and HAP ID we will not be able to conduct your examination, unless you have been granted an exemption by the Home Affairs. Refer to What do I need to bring on the day?

No, however, to confirm your identity you will be required to have your photo taken on the day. Religious head coverings are permitted however face veils will need to be adjusted to ensure full facial features are captured for the photo. Arrangements can be made for photos to be taken away from public view where requested. Privacy screens are available if required. Please do not bring in your own photograph, Bupa will take a photo when you are in the clinic.

No. Please arrive at your appointment on time. All appointments are pre-scheduled and you will be checked-in for your scheduled appointment block even if you arrive early.

If you have not completed it before your appointment you will be asked to complete it on a computer in the arrival lounge. We request that you complete this process online prior to your appointment where possible to ensure your examination is completed on time.

Bupa Medical is unable to provide you with advice about the processing of your visa application. If you have confirmed that your eMedical case has been submitted and need further advice, please contact your case officer or visit Home Affairs website for further information:

Note: If you have an ImmiAccount, Home Affairs requests that you log on to your account and check any available visa status information before contacting them

General information regarding the immigration health examination process can also be found on the Home Affairs website.

If you are at a medical centre you can request a feedback form. Bupa Medical Visa Services welcomes your feedback.

If you are not at a medical centre, you can provide feedback to Bupa Medical Visa Services via:

• Bupa Visa Medicals – Bookings and Enquiries only – 1300 794 919 or +613 9487 6050
• Enquiry form – for enquiries only – Bupa MVS Enquiry Form
• Bupa Health Services – Optical and Hearing Bookings and Enquiries only –1800 815 317

To request a refund, please call the contact centre on 1300 794 919 or contact us via our Enquiry Form.

To request a copy of your chest x-ray CD, customers who have attended their appointment at a Bupa dedicated assessment centre, Albury, Ballarat, Bankstown, Baulkham Hills, Belconnen, Broome, Bunbury, Carnarvon, Corrimal, Forest Hill, Kalgoorlie, Karratha, Kununurra, Mackay, Newcastle, Norfolk Island, Orange, Ringwood, Robina, Royal Park, Port Macquarie, Preston, Tamworth, Toowoomba, or Townsville can complete the online application form.

Please click here for copy of chest x-ray CD. Please note: Lumus Imaging will send you a CD in the mail within 10 working days.

If you have had your medical assessment at Albany, Alice Springs, Bundaberg, Cairns, Darwin, Geraldton, Gladstone, Hobart, Launceston, Mildura, Mount Isa, Port Augusta or Wagga Wagga, please contact the radiology clinic directly to obtain a copy of your chest x-ray.

To obtain a copy of your pathology results, please complete the Pathology Request Form. Send a completed and signed copy of the form together with a copy of the data page of your passport via email to the email address outlined on the form.

Please click here to download Pathology Request Form. Please note: The pathology provider will send you a copy of your results in the mail within 14 working days.

If you have had your medical assessment at Bunbury, Carnarvon, Geraldton, Kalgoorlie, Kununurra, Mildura, Norfolk Island or Port Augusta, please contact the medical clinic directly to obtain your pathology results.

Bupa Medical Visa Services will submit your results to the Department of Home Affairs. Please allow 5 business days for the visa medical assessment stage before your results are available.

If you have an ImmiAccount you can check the status of your application online.

If you have any questions following your visa medical assessment, contact your visa processing office.

As a result of your examination, a Medical Officer of the Commonwealth may request further information as outlined in your 884 letter 'Opinion of a Medical Officer of the Commonwealth'. Compliance with this request is a legal requirement of your visa application. Your nearest Chest Clinic will contact you using the details you provided at the time of booking to arrange an appointment when available. If you have changed your contact information, please contact us so we can update it.

Note: The chest clinics are run by the State Health Department and as a result it may take several months for you to receive your appointment time. We appreciate your patience.

Please let the receptionist know when you check-in for your immigration health examination and we will do our best to accommodate the request.

If you are having an x-ray, you will be asked to remove all jewellery from the waist up and tie long hair up. We request that valuables and jewellery are not brought to the examination.

It is not advised to complete a urine test whilst you are menstruating as this may alter the results. This does not apply to Canadian Visa Medical appointments.

Please make your appointment for 5 days after you have finished menstruating. You can reschedule your appointment by clicking here or by calling our contact centre on 1300 794 919.

If you wear a head covering, you can still wear this to the immigration health examination. However, at some points of the examination, your face must be clearly visible for a photograph to be taken at reception and also in the examination rooms. Your face must be clearly seen from the bottom of your chin to above your eyebrows, including both cheeks for the photo and identity checks.

A booking cannot be made by customers who are under 14 weeks pregnant. For more information please call our contact centre on 1300 794 919. If you are over 14 weeks pregnant and choose to do the chest X-ray, you may proceed with the examination as normal.

The Tuberculosis Screening Test (719) is used by Home Affairs to identify children who require x-ray screening for TB as part of their immigration health examination, but is not a test for active tuberculosis (TB) disease. This test is only available to children aged between 2 and 10 years old.

Bupa will not contact you if your child’s QFT-Plus test result is negative. If you do not hear from us after the appointment, this means the result was negative. If you would like to request a copy of the test result, please ask our Bupa team when you arrive for your appointment or alternatively contact us via our Enquiry Form.

If your child’s blood test is positive Home Affairs requires two chest x-rays as part of their visa health assessment. Our contact centre will call you to arrange an appointment for this service. An additional fee is required.

The positive result does not mean that your child is sick. Most people who have the TB germ in their body have no symptoms and feel healthy. This is called “latent” infection. Also the QFT-Plus test sometimes produces positive results in people who have not been exposed to TB. Unfortunately, there is no test available which is 100% reliable for this purpose.

Some children have symptoms of TB but these are often mild. Symptoms in children can include chronic irritability, a failure to gain weight, tiredness, or fevers. Although these symptoms may be due to conditions other than TB, please let our staff know when you attend the clinic if your child has had these symptoms.

If your child requires a chest x-ray, regardless of the result, your child’s health records will be sent to a TB clinic in your area. They will contact you to arrange a visit to their clinic for further checks.

If your child’s chest x-ray result is normal, Bupa will finalise your child’s visa health assessment and forward this result to Home Affairs.

If your child’s chest x-ray shows an abnormality that might be TB, they may need to be treated. TB can be cured if treatment is taken correctly. All testing and treatment provided by TB clinics in Australia is free of charge.

Your child’s visa application may be delayed by the additional tests. However, even if your child has TB, once this has been successfully treated, the visa application can proceed.

As an appointment can take up to 2 hours to complete, it is not recommended that friends or family wait.

Please note, our medical centres strictly allow entry only to those with an immigration health examination.

A child under 18 years old must have a guardian or parent present during their immigration health examination.

It is recommended that you find alternative child minding arrangements as we do not have a child minding facility on-site. If your child is over the age of 18 they will be unable to accompany you during your immigration health examination.

Your Visa Subclass will be displayed on visa and health related correspondence from the Department of Home Affairs. It will also be displayed in eMedical Client, and accessible via your ImmiAccount if you have lodged an online application or a My Health Declaration form.

If you have been advised that you need to make an appointment for a carer immigration health examination, please call our Contact Centre on 1300 794 919. You cannot book these appointments online.

If you have been advised that you need an appointment for a Health Undertaking, please contact us via our Enquiry Form.