Complaints Handling Process
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:
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.
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.
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.