Feedback for Bupa Aged Care Australia
Your feedback matters: it helps us to improve.
At Bupa Aged Care, we are continually improving the care and services we provide in our care homes.
Your suggestions, ideas and feedback are critical in this process, and we encourage you to share them with us.
For compliments, complaints, or suggestions about a specific care home, please contact the General Manager (GM), Care Manager or any team member of the care home in person or over the phone.
You can also provide feedback completing the feedback form in reception. Contact your care home
Alternatively, if you prefer to talk to someone independent of the care home, you can contact our central Quality Team in the Support Office on 1800 608 563 or complete the feedback form.
What happens next?
Our commitment is to act on your feedback.
Other feedback support and services
Support in raising your complaint or understanding the process
While we are here to support you understand and navigate the complaints process, there are also advocacy services available to you if you need support in providing feedback.
The Older Persons Advocacy Network (OPAN) supports residents and their families and representatives understand and exercise their aged care rights. You can contact them on 1800 700 600 or at opan.org.au.
For serious "whistleblower" type complaints
Bupa has a “whistleblower” service which anyone can use when they have a serious concern relating to our conduct as an aged care provider, the care home or the service it provides (for example, allegations of mistreatment, neglect, fraud etc).
This service is called “Speak Up” and can be accessed anonymously or by providing your details.
Please use the link below or call 1800 479 241 to access Speak Up.
In order to address the complaint, we may need to involve the General Manager of the care home in some way, but if you have lodged your complaint anonymously, the General Manager will not have access to your details.
Complaints are handled confidentially, fairly, and without reprisal. Victimisation is strictly prohibited.
Complaints Commissioner
You can also provide feedback or lodge a complaint directly to the Complaints Commissioner. The Complaints Commissioner is appointed by the Minister for Aged Care to manage and resolve complaints about aged care providers and uphold rights of older Australians.
A complaint can be made anonymously and in any form, including orally or in writing. To do so, please call 1800 951 822 or go to consumer feedback on the ACQSC website.