Your privacy and maintaining the confidentiality of your personal information is important to Bupa. This Privacy Policy ('Policy') describes how we handle your personal information and provides information about how you can exercise your rights in relation to your personal information.
In this Policy, 'we', 'us', 'our' and 'Bupa', refers to Bupa Health Services Pty Ltd ABN 50 003 098 655. We are part of the Bupa Group of companies. 'You' and 'your' refers to the individuals that we interact with.
1. Information we collect
The types of information we collect about you may include records of our interactions with you, such as recordings of and system notes from our telephone conversations with you. This may include sensitive information, such as health information, that is discussed in telephone conversations.
2. How we collect your information
We may collect personal information directly from you when you interact with us, such as calling us. Calls are recorded unless you request that they are not.
If you are providing us information about another person on their behalf, you should inform that person (where practicable) that we will handle their information in accordance with this Policy.
3. Use and disclosure of your personal information
3.1 Use of your personal information
We use your personal information to provide, manage and administer our services and to operate an efficient and sustainable business. In operating our business, we may use your information:
- to answer your enquiries and deliver customer service to you;
- to investigate, respond or resolve a complaint or incident;
- to contact you in relation to any matter relating to you or the products and services provided to you; and
- for quality, training, record-keeping and data analytics purposes.
3.2 Disclosure of your personal information
In order for us to provide, manage and administer our services, and to operate an efficient and sustainable business, we may disclose your information to third parties. This may include disclosure to:
- anyone engaged by us or acting on our behalf in relation to our business such as service providers/suppliers that work with us to support our operations;
- to lawyers, auditors or other advisors appointed by us or acting on our behalf; or
- where disclosure is permitted or required by law, including in response to compulsory notices from courts of law, tribunals or government agencies.
4. Overseas disclosure
Bupa will not disclose your personal information outside of Australia.
5. Accessing and correcting your information
5.1. Accessing your personal information
You can ask us for access to the information we hold about you at any time. Simply contact us (see contact details below) to make your request. We will aim to meet your request within a reasonable time and in the manner requested by you if it is reasonable to do so.
In some circumstances, we may be unable to give you access to the information you have requested. In that case, we will write to you with the reasons for our decision. If you have any concerns about the refusal, please see section 5 for more information.
5.2. Correcting your personal information
We will take reasonable steps to ensure that your personal information is accurate, complete and up to date. If you believe that any information we hold about you is inaccurate, incomplete or out of date, you should contact us using the details below.
6. Contacting Bupa
If you have any questions, feedback or concerns about this policy or how we handle your information, you may contact us at any time by calling us by emailing us at GarrisonManagementOfficeGMO@bupa.com.au.
Bupa will investigate your concerns and manage your complaint directly with you.
If, after contacting us, you still have concerns or don't understand a decision we've made or feel your complaint has not been resolved, you are able to seek advice from or make a complaint to the Office of the Australian Information Commissioner by calling 1300 363 992 or visiting oaic.gov.au.
Last updated 5 March 2026