Complaints and Grievance Resolution Policy

We accept complaints in the following categories.

A. Clinical Complaints

• concerns about clinician conduct or professionalism
• concerns about clinical quality or effectiveness
• concerns about patient safety or clinical judgment
• concerns about inappropriate or substandard care

B. Service Complaints

• platform technical issues or bugs
• poor user experience or accessibility issues
• appointment scheduling or session delivery problems
• lack of responsiveness from support team

C. Billing and Payment Complaints

• incorrect charges or duplicate billing
• unauthorised transactions
• refund disputes or delays
• unclear billing statements or descriptions

D. Privacy and Data Complaints

• unauthorised access to personal data
• data breaches or security incidents
• unauthorised data sharing
• non-compliance with data retention or deletion requests

E. Professional Conduct Complaints

• unprofessional behaviour by clinicians or staff
• violation of confidentiality or privacy
• violation of clinical ethics or standards
• discrimination or harassment

F. General Compliance Complaints

• any other concern regarding legal compliance, policy adherence, or fair treatment

A. Multiple Filing Channels

You may lodge a complaint through:

1. Mobile App/Website: Log in to your account, navigate to "Settings" → "Help & Support" → "File a Complaint", provide complaint details and upload documents if applicable, and receive an auto-generated complaint reference number.

2. Email: Send a detailed complaint to ct.support@theranexa.co.in. Include your name, account email, complaint date, description, and supporting documents. You will receive an acknowledgment email with a complaint reference number within 24 hours.

3. Phone Support: Call support during business hours (9:00 AM – 6:00 PM IST, Mon–Fri). Staff will document and email you a summary for confirmation.

4. In-Person: File a complaint at Thera Nexa Private Limited, Mira Road East, Thane, Maharashtra-401107.

B. Required Information

Complaints must include:

• your full name and contact information
• email address or phone number associated with your account
• date and time of incident (if applicable)
• detailed description of complaint (what happened, who was involved, why you believe it is a problem)
• supporting evidence (screenshots, emails, transaction receipts, session recordings, etc.)
• specific remedy or resolution you seek

C. Informal Resolution Option

For minor issues, you may first attempt resolution by contacting your assigned clinician or support team informally through in-app messaging or email. If informal resolution is successful, you may withdraw the formal complaint.

A. Acknowledgment Phase (Target: 72 hours)

Upon receipt of a complaint:

• We acknowledge receipt within 72 hours of filing
• Acknowledgment includes: complaint reference number, date received, assigned grievance handler, expected investigation timeline
• Acknowledgment is sent via email or platform notification

B. Investigation Phase (Target: 10–15 business days)

• Our Grievance Officer assigns a designated investigator
• Investigator reviews all supporting evidence and relevant records
• Investigator may request additional information from the complainant or other parties involved
• Investigation is documented in writing with findings and preliminary determination

C. Resolution Phase (Target: 30 days from complaint filing)

The investigator prepares a detailed resolution report including:

• summary of complaint
• investigation findings
• determination (upheld, partially upheld, or not upheld)
• specific remedy or corrective action (if applicable)
• justification for resolution

Resolution is communicated to the complainant in writing. If applicable, refunds, service credits, or other remedies are issued within 5–7 business days of resolution.

D. Appeal Phase (If Needed)

If you are dissatisfied with the resolution:

• You may submit a written appeal within 15 days of resolution notice
• Appeal must include new evidence or identify procedural errors in initial investigation
• Appeal is reviewed by senior management (not the original investigator)
• Final appeal decision is issued within 15 business days

Key milestone timelines:

• Complaint acknowledgment: Target 72 hours, maximum 5 business days
• Investigation completion: Target 10–15 business days, maximum 20 business days
• Initial resolution: Target 30 days from filing, maximum 45 days from filing
• Appeal response: Target 15 business days, maximum 20 business days
• Remedy implementation (refund/credit): Target 5–7 business days, maximum 10 business days

In complex cases (e.g., involving multiple parties, significant investigation, legal review), timelines may be extended with written notice to the complainant explaining the reason for extension.

A. Confidentiality Obligations

We maintain strict confidentiality of all complaint information:

• Complaint details are not disclosed to third parties without your written consent (except as required by law)
• Investigation findings and supporting evidence are kept in secure, restricted files
• Only stakeholders directly involved in complaint handling have access

B. Personal Data in Complaints

Personal data contained in complaints is processed according to our Privacy Policy and applicable data protection laws. Data is retained for the duration of the complaint process plus a reasonable period for regulatory compliance (typically 3 years).

We strictly prohibit any retaliation, discrimination, or adverse action against any person for:

• filing a complaint in good faith
• providing information or evidence in connection with a complaint investigation
• refusing to do something unlawful or unethical

Any retaliatory actions are themselves grounds for a complaint and subject to disciplinary action up to and including termination of services or employment.

A. Upheld Complaints

• sincere apology and acknowledgment of error
• service credit or refund (as applicable)
• corrective action if applicable (e.g., clinician retraining, service improvement)
• public or internal acknowledgment of issue (if appropriate)

B. Partially Upheld Complaints

• acknowledgment of identified issues
• partial refund or credit proportionate to harm identified
• conditional corrective action

C. Not Upheld Complaints

• detailed explanation of why complaint was not upheld
• review of applicable policies and evidence
• direction to appeal process if complainant disagrees

We use complaint data to:

• identify systemic issues and service gaps
• implement process improvements
• provide additional training to staff or clinicians
• update policies and procedures
• enhance platform technology and user experience

Aggregate, anonymised complaint data is reviewed quarterly by management to ensure continuous improvement.

If a complaint involves potential legal violations, patient safety concerns requiring regulatory notification, or cannot be resolved through internal processes, we may escalate to relevant regulatory or external authorities as required by law:

• Medical Council or professional regulatory boards
• Data protection authorities
• Consumer protection agencies
• Law enforcement (if criminal conduct is suspected)

This policy is subject to applicable provisions of:

• Consumer Protection Act, 2019 (India)
• Telecom Regulatory Authority of India (TRAI) regulations
• Healthcare regulations and clinical standards applicable to telemedicine providers
• Data protection and privacy laws

If any term in this policy conflicts with consumer protection law, the protective law will prevail.

Every complaint receives a unique reference number in the format: CT-YYYY-MM-DD-XXXXX

You can track complaint status anytime by:

• logging into your account and checking "My Complaints" or "Grievances"
• emailing ct.support@theranexa.co.in with your complaint reference number
• calling support with your complaint reference number

Grievance Officer / Primary Contact:

Email: ct.support@theranexa.co.in

Mailing Address:

Thera Nexa Private Limited

Attn: Grievance Officer

Mira Road East, Thane, Maharashtra-401107

Phone Support: Available during business hours – 9:00 AM to 6:00 PM IST, Monday–Friday

Support Portal: Login to app/website → Settings → Help & Support → File a Complaint