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GRIEVANCE REDRESSAL POLICY

1. Introduction

  • M-Swasth Solutions Private Limited (“Company”) is committed towards the satisfaction of Complainants (defined below) and endeavours to minimize instances of the Grievances or Complaint (defined below) through proper service delivery and review mechanism and to ensure prompt redressal of consumer Grievances or Complaints.
  • This Grievance Redressal Policy (the “Policy”) sets out a policy towards redressing Grievances or Complaints raised by patients or his/her representative (the “Complainants”) consulting registered medical practitioners or nurses for availing any healthcare telemedicine services (“Services”) from the Company from time to time.

2. Scope and Purpose of the Policy

  • The term “Grievances or Complaints” shall mean and include any communication(s) that expresses dissatisfaction from the Complainants, in respect of the conduct or any act of omission or commission or deficiency of Service or non-availability of Service or poor quality of Services from the Company but does not include the following: (i) complaints that are incomplete or not specific in nature; (ii) communications in offering suggestions; or (iii) communications seeking guidance or explanation.
  • The purpose of this Policy is to set forth information and procedures to be followed in receiving, handling and responding to any Grievance or Complaint with respect to the Services offered by the Company. The Policy aims to address any consumer Complaints or issues through a well-defined and proper mechanism to ensure maximum consumer satisfaction.
  • The Policy functions on attempting to ensure that the Complainants would always be treated fairly, and the Company would undertake its best efforts to deal with any consumer Grievance or Complaints promptly, efficiently, and in accordance with the established and defined timelines.
  • This Policy analyses the Grievances or Complaints and suggests appropriate changes in the functioning of the system to monitor the improvement in the performance of the Company and its Services.

3. Awareness of Grievance Redressal System

  • The Company fully appreciates the importance of effective and expeditious resolution of Grievance or Complaints and accordingly aims to put in place internal processes through this Policy to receive and address all concerns of Complainants in order to enhance the consumer experience. The primary objective of these internal processes is to ensure that (a) all Complainants are treated fairly and without bias; (b) all Complaints/Grievances are dealt with courteously and resolved in a timely manner; and (c) Complainants are fully aware of their rights and the remedies available to them. In the event, when a consumer is concerned or has Grievance or Complaints, the Company has established a robust mechanism to address and deal with the same within defined timelines.

4. Grievance Redressal Mechanism:

  • The Company’s staff/employees undergo regular training to ensure that consumers’ Grievances or Complaints are handled properly and efficiently. They are encouraged to work in a manner which helps the Company in building consumer trust and confidence. This reflects in both the operations as well as the consumer communications. The reasons behind the consumer Grievances or Complaints are analysed and worked upon in a way which aims at the removal of these causes. This helps in improving the overall quality of the Service levels gradually.
  • The Company’s staff/employees ensure the best quality care is given and a feedback call is made to every consumer availing the Services so that the consumer can give their valuable inputs/feedback or any grievance. Set out below is the mechanism to be followed in the event a consumer is not satisfied with the Services:
  • The Company shall address any Grievances or Complaints of the Complainants with respect to any Services provided over the Company’s website in a time-bound manner. For this purpose, the Company has a designated grievance redressal mechanism provided in this Policy. The aggrieved consumer can contact the Grievance Redressal Department at: [email protected] or call us at 1800-203-0557.
  • Once a Complainant files a Complaint via the channels specified above, the Complainant will receive an acknowledgement of the Grievance within 48 (Forty-eight) hours to 72 (Seventy-two) hours.
  • Each Complainant who has filed a Complaint shall receive a unique ID for tracking the status of their Grievance or Complaint.
  • Thereafter, the Company will undertake best endeavours to redress the Grievances and Complaints of the Complainant expeditiously but in any case, Grievances and Complaints will be addressed within 1 (One) month from the date of its receipt.
  • A Grievance or Complaint will be considered as disposed off and closed in any of the following instances, namely:

– where the complainant has communicated its acceptance of the response of the Company; or

– where the complainant has not responded within 30 (Thirty) days of the receipt of the written response and has not raised any Grievance or Complaint in respect of the same subject.

  • In the unlikely event that the complainant’s issue remains unresolved to his/her satisfaction despite escalation to the Company’s Grievance Department, the Complainant can reach out to the Company at its registered address at No. 2737/1, Third Floor, 27th Main, Sector -1, HSR Layout Bangalore-560102 or call at +91 81479-14590. The Company will respond within 7 (Seven) business days from the date of receipt of the Complainant’s call.
  • The contact numbers displayed above shall be operational from Monday to Saturday from 10:00 AM to 06:00 PM only.

5. Maintenance of records

  • The Company shall ensure that the necessary set of records in relation to the patients and the Services are maintained with adequate filing and safekeeping.

6. Confidentiality

  • All reports and records connected to the Grievances and Complaints made in accordance with this Policy will be considered as confidential and the access will be restricted by the Company as deemed necessary on a need-to-know basis to its employees or personnel.
  • All concerned records shall normally not be disclosed except in cases as required under any legal obligations or judicial orders.

7. Amendment

  • The Policy shall be reviewed periodically, and the Company reserves the right to make any changes to it, at any point in time.