Bupa Dental is one of the largest dental support organisations (DSO) across Australia with our team providing support services to the practice to allow clinicians to focus on patient care.
Dentists in the Bupa Dental network are independent clinicians who have complete clinical autonomy for the dental services provided - any treatment recommendations are made pursuant to their independent clinical judgement and expertise to suit your requirements.
While the teams at our practices 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: Provide your feedback
Raise your concern directly with the dental practice manager, either in-person, or by phone, email or letter (for practice contact details, visit Find a dentist near you). 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 2-5 business days from receipt and that you will be kept informed of progress to resolve your complaint.
Step 2: Escalation to clinical team
If you are unhappy with the response you receive from the dental practice, if your preference is to raise your concern with someone outside of the practice, or if your concern is regarding the staff (not dental practitioners) or aspects of the dental practice, then you can escalate your complaint to the Bupa Dental support office via bdc-clinical@bupa.com.au who will acknowledge your complaint within 2-5 business days from receipt. If required, they will reach out to the practice or the dental practitioner to inform them of the complaint. As responsibility for treatment rests with the dental practitioner, Bupa Dental has limited scope to directly resolve clinical matters. However, they will ensure your concerns are raised with the practitioner and keep you informed as to the progress of your complaint.
For Bupa health insurance-related enquiries, contact our health insurance customer care team. For other health insurance members, please contact your provider directly.
Step 3: Escalation to consumer complaints channel
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. For more information on these channels, please contact bdc-clinical@bupa.com.au or take a look at our Bupa Customer Complaints Guide: https://www.bupa.com.au/-/media/dotcom/files/pdfs/customer-complaints-guide.pdf
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, benefit claiming restrictions, 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, benefit claiming restrictions, 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.