While we strive to deliver excellent dental services and outcomes for our patients, we acknowledge that there may be times where patients feel their needs and expectations have not been met. We take any concerns seriously and welcome feedback as an opportunity for learning and continuous improvement. We will endeavour to resolve any patient complaints in a timely manner.
What to do if you have a complaint or concern:
Step 1:
Raise your concern directly with the dental practice. At Bupa Dental we expect responsibility for resolving complaints about dental treatment will rest with the dental practitioner about whom the complaint is related. The dental practitioner may choose to respond to you directly upon receipt of your complaint or they may seek advice from their insurer or professional association before responding. We expect that all complaints received will be acknowledged to you within 1 business day from receipt and that you will be kept informed of progress to resolve your complaint.
Step 2:
If you are unhappy with the response you receive from the dental practice, you can escalate your complaint to the Bupa Dental support office via BD.PracticeStandards@bupa.com.au
For Bupa health insurance-related inquiries, contact our health insurance customer care team. For other health insurance members, please contact your provider directly.
Step 3:
If you feel that your concerns have not been appropriately addressed through Steps 1 and 2 above, or at any time, you can formally escalate your complaint through appropriate consumer complaints channels.
Treatments
1 You can receive 100% back on dental check-up and cleans (select dental items only) once every 6 months at Members First Ultimate Providers. Waiting periods, service restrictions (clinical reasonability rules), policy and fund rules apply. Excludes orthodontics and in-hospital treatments. Available on all eligible extras products which includes General Dental (excluding FLEXtras and Your Choice Extras 60 where General Dental is not included). If you choose or require any additional dental services, any health insurance benefits will also be subject to your yearly limits.
2 You can receive 100% back on direct restorations or fillings (select dental items only), up to yearly limits, at Members First Ultimate Providers. Waiting periods, service restrictions (clinical reasonability rules), policy and fund rules apply. Benefits are payable up to yearly limits or on available remaining limits in relation to your product. Some out of pocket costs may apply if a claim exceeds your yearly limits. Excludes orthodontics and in-hospital treatments. Available on all eligible extras products which includes General Dental (excluding Simple Start – Basic Plus, OSHC Extras, FLEXtras and Your Choice Extras 60 where General Dental is not included). If you choose or require any additional dental services, an out-of-pocket cost may apply.
3 Members First Ultimate Providers are not available in all areas.
ø Any surgical or invasive procedure carries risks. Before proceeding, you should seek a second opinion from an appropriately qualified health practitioner.