Bupa Medical Centres and Mindplace Clinics are provided by Bupa Health Centres Pty Ltd (ABN 85 601 714 738), referred to here as ‘Bupa Healthcare’, ‘we’, ‘us’ and ‘our’. ‘You’ and ‘your’ refers to the individuals that we interact with.
Your privacy and maintaining the confidentiality of your personal information is important to Bupa Healthcare. 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.
Contents
How we collect informationHow we use and disclose your personal information
Online data collection and cookies
Accessing, updating, amending and correction your information
Our contact information and resolving your concerns
Changes to this Privacy Policy
What information we collect
Patients
The personal information that we collect about you may include the following:
- name, address, telephone, and email contact details
- personal details such as age, gender, sex assigned at birth, occupation
- demographic information such as whether you are of Aboriginal or Torres Strait Islander origin, country of birth, languages spoken, marital status, religion
- details of your parents or guardians if you are a child
- details of previous medical practices or mental health clinics that you have attended
- Medicare information
- individual healthcare identifier and information contained in your My Health Record, where relevant
- private health insurance details
- Centrelink Pensioner Card or Health Care Card information
- Department of Veteran Affairs Card information
- records of our conversations and contact with you
- the health services we provide and have provided to you
- lifestyle information including gambling, alcohol and other substance use
- health information including:
- the reason for or information about your appointment
- your current health status
- Medical and mental health history
- family medical history
- allergies
- immunisations
- pathology reports and medical imaging results
- prescriptions and medications that you take
- clinical notes from consultations with you at a Bupa Medical centre or Mindplace clinic or from any other healthcare practitioners involved in your care (such as specialists)
- any other health information that we require as part of our provision of health services to you.
Where you are a child and you are not capable of providing consent, your parent or guardian will provide any consent on your behalf that we require to our collection, use and disclosure of your personal information and health information.
Emergency contact, next of kin and attorney
If you are listed as the emergency contact, Next of Kin, or attorney of patient of a Bupa Medical Centre or Mindplace Clinic, the personal information that we hold about you may include:
- name, address, telephone, and email contact details
- relationship to our patient
- details of your power of attorney.
How we collect your information
We may collect personal information directly from you in a number of ways depending on our relationship with you, including when you:
- make an appointment with us by calling us, booking through the functionality on our website hosted by our third-party service provider, or such other mechanism
- fill in a contact or enquiry form on our website
- complete our forms such as our Patient Registration Form or such other forms that we provide you
- interact with a Bupa Medical doctor, Mindplace mental health professional or other health professional providing healthcare services to you
- interact with us through any medium (such as sending us an email or calling us).
We may also collect information about you from third parties, such as:
- Medicare, the Department of Veterans' Affairs or an insurer
- other doctors, mental health professionals, healthcare specialists or other health practitioners (for example if you were referred to us by another doctor or psychologist)
- our patients, where you are an Emergency Contact, Next of Kin or hold a power of attorney
- our service providers, such as third-party booking platform providers HotDoc Online Pty Ltd and Automed Systems Pty Ltd.
If you are providing us information about another person on their behalf, you must ensure that you have their permission to do so and you should inform that person (where practicable) that we will handle their information in accordance with this Policy.
How we use and disclose your personal information
Use of your personal information
We use your personal information primarily to provide, manage and administer our healthcare services and operate an efficient and sustainable business.
In addition, we may use your personal information to:
- provide our healthcare services to you
- contact you in relation to the healthcare services provided to you, such as appointment reminders,
- confirmations, results, and recalls
- maintain and administer your patient file
- carry out internal functions such as administration, accounting, quality assurance and information technology
- enable the integration of our digital systems, including supplier platforms, digital patient management systems and patient communication systems
- manage financial claims and payments
- undertake practice audits and accreditation
- resolve complaints
- conduct marketing and patient feedback surveys, research, and statistical analysis
- develop and fulfil marketing promotions
- administer billing for our healthcare services
- assist in processing any insurance claims (such as to Medicare or other relevant benefit or insurance schemes)
- comply with any laws or regulations.
Disclosure of your personal information
In order to allow us to provide, manage and administer our health services, and to operate an efficient and sustainable business, we may disclose your information to third parties.
This may include disclosure to:
- your doctor, mental health professional or other healthcare professional at your Bupa Medical or Mindplace Clinic
- your nominated Emergency Contact, Next of Kin, or attorney in an emergency
- any person or entity acting on our behalf
- external healthcare specialists, mental health professionals and other healthcare professionals
- third party health benefit providers such as Medicare, the Department of Veteran Affairs, and insurance companies
- our professional advisors (such as legal advisers and auditors)
- service providers such as IT providers, administrative service providers, payment providers, booking platform providers, including HotDoc Online Pty Ltd and Automed Systems Pty Ltd, and other service providers we require to provide our healthcare services
- relevant authorities where disclosure is required by law, e.g., compulsory notices from courts of law, law enforcement, tribunals, or government agencies.
Some of the service providers that help us deliver our services use subcontractors or sub-processors that are based overseas. This may include locations such as the United States.
Use of artificial intelligence (AI)
We use some AI applications and may process your personal information using AI, including for transcription services and generation of referrals.
Direct marketing
From time to time, we may contact you to provide you with information about us, our healthcare services, and other products and services offered by the Bupa Healthcare or its related companies that may be of benefit to you.
If you do not wish to receive marketing material from us, you can contact us at any time using our contact details at the end of this Policy or unsubscribe using the facility in the communication we send you. When you contact us to make this request, we will action your request within 5 business days.
If you request not to receive marketing material, please note that we will still contact you in relation to our ongoing relationship with you, such as in relation to bills, appointment reminders and recalls.
Online data collection and cookies
Online data collection and use
When you visit a Bupa Medical or Mindplace Clinic website, we will collect certain technical information generated by your activities on the website. This may include information such as your device IP address, browser type and version, operating system and version, the pages of our website you visited and the time spent on each page, the information you searched for, the date and time of your visits and other statistical information.
We use this information to improve the browsing experience on our website, as well as to optimise and personalise your use of Bupa Healthcare websites and digital products.
Cookies and analytics
Our websites use ‘cookies’ and similar online behavioural tracking technologies. Cookies are small text files placed on your device by a web server when you access a website. We use cookies to collect data about which web pages are most popular, peak usage times, websites you have visited and other information that helps us make our websites more helpful and easier to use.
Cookies are designed to identify devices rather than individual users. We may, however, use them to help personalise your visit to our websites by linking the cookie on your device to your personal information stored on our system.
You can choose if and how to accept cookies by configuring the preferences and options in your web browser. For example, you can set your browser to notify you when you receive a cookie or to reject cookies. If you decide not to accept cookies, however, you may not be able to gain access to all the content and functions of our websites.
We may also use products offered by third parties to undertake activities such as website analytics, email campaign management and online behavioural advertising.
You can visit youronlinechoices.com.au for more information about how to opt out of certain behavioural advertising and for further information about how these tools work. Accessing,
Accessing, amending, updating and correcting your information
Access to personal information
You have the right to access the personal information that we hold about you and you can do so by contacting us using the details below to make your request.
We will always endeavour to meet your request for access within a reasonable time and in the manner requested by you if it is reasonable to do so. However, if we decline your request for access, we will provide you with written reasons.
Correcting 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 that follow to let us know.
Our contact information and resolving your concerns
You can contact us at any time if you have any questions or concerns about this policy or how your personal information has been handled.
You can contact:
- Bupa Medical on HC.PrivacyOfficer@bupa.com.au, or, for centre phone numbers, visit the Bupa Medical homepage
- Mindplace Clinics on mindplace.clinicalgovernance@bupa.com.au, or, for clinic phone numbers, visit the Mindplace homepage
If, after contacting us, you still have concerns, don't understand a decision we've made, or if you do not feel your complaint has been resolved, you are able to seek advice from the Office of the Australian Information Commissioner (OAIC) by calling 1300 363 992 or by following the instructions on the OAIC website.
Changes to this Privacy Policy
We may change our services from time to time, and therefore our Privacy Policy may change at any time also without notice.
Last updated: November 2025