1. Provide your feedback
If we’ve exceeded or not met your expectations, please let us know. Sometimes it can be a simple misunderstanding or error that can be resolved straight away.
2. Make a complaint directly to Bupa
If we’ve been unable to resolve your concern, you may request the matter be addressed as a formal complaint. A member of our team will independently review your complaint.
You can send us a a letter about your complaint with any accompanying details. We’ll get back to you as soon as we can.
Bupa, GPO Box 9809
Brisbane QLD 4001
We will acknowledge your complaint within 2 business days. If your complaint can't be resolved in the first conversation, we'll do our best to find an appropriate solution for you within 3 business days. If we can't within 3 business days, we'll agree on a time frame with you. We'll always keep you up to date with our progress.
3. Ask for an internal review from Bupa
If you’re still unsatisfied with the way that your complaint has been addressed or resolved, you may request that we escalate it for an independent review. This is the final internal step in our review process.
We will respond to your complaint within 2 business days, and aim to resolve it within 3 business days after that. If we're unable to complete our review in that time frame, we will keep you updated every 2 business days.
4. Ask for an external review from the Commonwealth Ombudsman
If you’re not satisfied with the outcome of your complaint, you can seek an external review with the Commonwealth Ombudsman.
Once you've requested an external review of your complaint, we'll provide the Commonwealth Ombudsman with relevant information for them to review your issue. We aim to resolve any issue as soon as possible, but depending on the extent of information the Commonwealth Ombudsman requests, we will respond to the Commonwealth Ombudsman in 3 to 10 business days.
Contact another Bupa business
If you’ve got feedback for one of Bupa’s other businesses, please contact them directly using the information below
33 Exhibition Street,
Melbourne Vic 3000
(Home, Car, Travel and Pet)
Please speak to the relevant medical centre in the first instance