The Blua platform at blua.bupa.com.au (referred to as “Blua” or the “platform”) and the Blua app is provided to you by Bupa Telehealth Pty Ltd (ABN 31 142 900 472), referred to here as “Bupa”, “we”, “us” and “our”’ and this includes our related bodies corporate.
Blua Privacy policy
Contents
- About this policy
- What information do we collect?
- How we use or disclose your personal information
- Disclosing your information
- Accessing your information and getting in touch with us
About this policy
Your privacy is important to us and this privacy policy explains how we handle your information. From time to time, we may make changes to this policy. You can always find the most up to date version of this Policy on blua.bupa.com.au. We may also contact you (via email or other means) to let you know of any changes we make to this policy.
Blua, its products and services are delivered by Bupa with the assistance of, and in collaboration with, a number of technology and healthcare partners. For more information on how these technology and healthcare partners handle your personal data, you may also wish to read the privacy policies of these websites. We recommend that you review the privacy policy of each website you visit.
What information do we collect?
When you book an online doctor appointment using Blua
Bupa partners with Doctors on Demand Pty Ltd (“Doctors on Demand”) and Pack a Pill Pty Ltd (“Hola Health”) in order to provide you with access to online doctor appointments.
If you are eligible under your Bupa health insurance policy for benefits for online doctor appointments
If you are eligible for benefits for online doctor appointments under your Bupa health insurance policy you may receive services from Doctors on Demand.
To make an appointment via Blua, you will be required to provide certain information, including your Bupa membership number, reference number and date of birth. Doctors on Demand will also collect information from you during the booking process and during an appointment. Please refer to Doctors on Demand’s Privacy Policy for more information about how they will handle your personal information.
We also collect your personal information from Doctors on Demand about the general consultation services you obtain via the Blua platform including information relating to the booking and claims information.
Anyone else who books an online doctor appointment
If you are not eligible for benefits for online doctor appointments under your Bupa health insurance policy, you may receive services from Hola Health.
The personal information you provide as part of the booking process and during an appointment is collected by Hola Health. Please refer to Hola Health’s Privacy Policy for more information about how Hola Health handles your personal information.
Bupa may also collect your information from Hola Health, including information relating to booking, billing, complaints and post consult survey information as well as any personal and health information related to your use of the service or provided during an appointment. This is for the purpose of enabling you to use the service.
We also collect aggregated, de-identified data from Hola Health about how the online doctor appointment service to help us to improve and further develop the service.
When you sign up for Blua Chemist Delivery
Bupa partners with Chemist2U Australia Pty Ltd (“Chemist2U”) to provide you with Blua Chemist Delivery.
When you sign up for Blua Chemist Delivery via myBupa, Bupa HI Pty Ltd shares your name, email address and mobile number (from your health insurance policy) with Chemist2U. This information is used to create your Blua Chemist Delivery profile. Other information you provide while using Blua Chemist Delivery is collected by our partner, Chemist2U. Please refer to Chemist2U’s Privacy Policy for more information about how Chemist2U handles your personal information.
We also collect aggregated, de-identified data from Chemist2U about how Blua Chemist Delivery is used in order to improve and further develop the Blua Chemist Delivery service.
When you use Blua My Genomics
Blua has partnered with Eugene Labs Pty Ltd (“Eugene”) to offer you Eugene’s reproductive screening services.
When you sign up with Eugene, you create a profile with Eugene and Eugene collects certain personal information and sensitive information about you. Please refer to Eugene’s Privacy Policy for more information as to how Eugene handles your personal information. Blua receives de-identified information from Eugene about the use of the Eugene services.
When you use the Blua app
When you use the Blua app, we may collect information from you for the purposes outlined below:
- your name, date of birth and email address – to create your Blua profile; for Bupa health insurance members, your address, details of the insurance policy you hold (not the claims you have made), length of your membership and Bupa Life Rewards Loyalty Tier – to personalise your experience in the app and to assess your eligibility for offers and rewards;
- if you take part in a corporate challenge, your team and display name – to share your challenge progress with your team and organisation; and
- data from your wearables devices (if you choose to connect them) and your health history and lifestyle factors that you input into the app – to monitor and track your challenge and habits progress and personalise health recommendations, insights and resources.
We will primarily collect your information from you directly when you interact with the Blua app. However, if you are a Bupa Health Insurance customer, we may collect some of your information from Bupa Health Insurance directly at the time you register for the Blua app using your Bupa digital identity account.
Other information we may collect
We will also collect certain de-identified data on how Blua users interact with Blua in order to improve and further develop Blua. We may also use tracking technologies on the platform to capture de-identified information about how users use and interact with Blua, to help us to further develop Blua.
How we use or disclose your personal information
We may use or disclose your personal information in order to:
- provide you with access to Blua or the Blua app and administer your use of the platform, our products and services;
- manage our relationship with you;
- send you customer surveys for the purpose of collecting feedback, including surveys conducted by Medallia Australia Pty Ltd, an independent research company which collects and processes survey data on our behalf;
- interact with you via digital marketing;
- tailor how we provide and market our products and services to you, based on your preferences and interactions with us;
- undertake data analysis in order to provide insights for improving the quality of our products and services;
- carry out internal functions, including administration and audit; and
- comply with laws and regulations.
When you use Blua for an appointment, we may use or disclose your personal information to:
- provide your details to our partners and service providers to make bookings;
- send you confirmation emails and texts with your booking details;
- send you appointment reminders and appointment cancellations;
- show you available timeslots for appointments, to view telehealth or online doctor appointment options and to show you next available appointments with your chosen healthcare professional;
- contact you about your feedback and provide details of your feedback to healthcare providers involved in your care to investigate, and ensure quality service;
- provide you with access to telehealth services and online doctor appointments;
- facilitate communications between you and healthcare professionals; and
- provide your details to the relevant healthcare professional if you are referred to them via Blua. When you use the Blua app, we may use or disclose your personal information to:
When you use the Blua app, we may use or disclose your personal information to:
- create your Blua profile;
- provide access to challenge and habits features and allow you to track your progress in challenges and habits;
- assess your eligibility for rewards;
- send you push notifications;
- analyse user behaviour on Blua so that we may improve the experience; and
- undertake data analytics.
We may also use or disclose your personal information for other purposes to which you have consented or as otherwise permitted or required by law.
We may also use your information to contact you (via SMS or email) about Blua, Blua features or changes, as well as related products or services offered by Bupa, Blua service partners or Bupa partners.
You can unsubscribe from our direct marketing by contacting us using the contact details below or following the instructions in a direct marketing communication.
Disclosing your information
We may disclose your information to anyone engaged by us or acting on our behalf in relation to administering and operating Blua, including our technology partners and our healthcare and other service providers, who are located in Australia.
The types of third parties that we might disclose your personal information to:
- our partners who provide services to you;
- our external technology partners to enable an appointment to be booked with your chosen healthcare provider, to provide you with the Blua Chemist Delivery service or to provide you with the Blua app;
- our healthcare providers to monitor and investigate the level and quality of service being provided, including where you have provided feedback about the services you received;
- our service providers who support and enable us to provide our services and run our business, such as:
- our information technology, network, software and cloud storage providers;
- any practice management software providers which your medical practitioner uses; and
- our external professional advisors (such as legal advisors).
- otherwise as permitted or required by law.
As part of the providing the Blua app, we may disclose your information to the following suppliers:
- Dacadoo ag (Switzerland), who help deliver challenge features (view Dacadoo’s Privacy Policy);
- Tealium Inc. (United States) who provide data and analytics services to us (view the Tealium Privacy Policy); and
- EonX Services Pty Ltd (Australia) who help deliver the Bupa Life Rewards loyalty program (view EonX’s Privacy Policy).
We may also share de-identified data with our related companies overseas, all of which are subsidiaries of Bupa in the United Kingdom. Bupa or its suppliers, related entities, or sub-processors may process your data outside of Australia, including in the United Kingdom, European Union, Switzerland or the United States. When an offshore party handles personal data, we take reasonable measures to ensure they manage that data in compliance with Australian privacy laws or commit to a level of protection equivalent to these laws.
Deletion of your information
You can request deletion of your Blua account by clicking ‘Delete account’ in the ‘You’ tab in the app. The information we delete will vary depending on whether you are a Bupa health insurance member or not. For all users, when you delete your Blua app account, we won’t delete information we have gathered through your use of the Blua app, but it will be de-identified. We will not delete data where we are required or permitted by law to retain it. For more information see the ‘Help’ section in the apps ‘You’ tab.
Accessing your information and getting in touch with us
You have a right to access the personal information we hold about you and to request that we correct your information if you believe it is not correct. To request access to your information, you should contact us via email at support@blua.com.au.
You can also contact us directly at any time if you have any questions or concerns about how we have handled your personal information or would like to make a complaint. We will contact you to work with you directly to resolve your concerns.
Last updated on 4 November 2025