⚖️ Legal & Compliance

Grievance Redressal Policy

Health Expert Online is committed to ensuring a transparent, fair, and timely resolution of all consumer complaints. This policy outlines the mechanism to escalate and resolve grievances related to teleconsultation, pharmacy orders, lab tests, and other services.

📋 Our Commitment

At Health Expert Online (operated by Sri Mrityunjayan Seva Foundation), we prioritize patient satisfaction and ethical healthcare delivery. We have established a structured Grievance Redressal Mechanism in compliance with the Consumer Protection Act, 2019, and applicable telemedicine guidelines issued by the Ministry of Health & Family Welfare, Government of India. Any user (patient, caregiver, or partner) can raise a concern regarding our platform, services, billing, data privacy, or medical advice received.

🛡️ Scope of the Policy

This policy applies to all interactions with Health Expert Online, including but not limited to:

📞 Doctor consultations (video/audio/chat) – quality of consultation, prescription issues, appointment delays.
💊 Online pharmacy orders – delayed delivery, wrong medicine, damaged goods, refunds.
🧪 Lab test services – home collection issues, report inaccuracies, pricing discrepancies.
🤖 AI Health Assistant responses or platform technical glitches.
🔒 Data privacy concerns or unauthorized access.
👥 Behavioural complaints against doctors, staff, or customer support.

📢 Grievance Redressal Mechanism (4-Level Process)

Level 1 – Customer Support (TAT: 48 hours)
All complaints must first be raised via our 24/7 customer support channels: Email, phone, or live chat. Our support team acknowledges every complaint within 24 hours and aims to resolve basic issues (refund, reschedule, tracking) within 2 working days.

Level 2 – Escalation to Senior Support (TAT: 3-5 days)
If unsatisfied with Level 1 resolution, escalate to senior support at escalation@healthexpertonline.com or by calling +91 93323 76311. A senior manager will review case details, medical records, and communication logs.

Level 3 – Nodal Officer (Grievance Officer) (TAT: 7 days)
For complex complaints or those requiring legal/medical board review, escalate to our appointed Grievance Redressal Officer (Nodal Contact Person). The Nodal Officer will investigate and provide a written resolution or action plan within 7 working days.

Level 4 – External Recourse
If the grievance remains unresolved after Level 3, the complainant may approach the Central Consumer Protection Authority (CCPA) or file a case in the appropriate consumer court (District, State, or National Commission) under the Consumer Protection Act, 2019. Telemedicine-related clinical disputes may also be referred to the State Medical Council for expert opinion.

📌 Nodal Officer / Grievance Redressal Officer

Name: Mr. Anil K. Nair (Compliance Head)

Email (Official grievance): grievance@healthexpertonline.com

Alternate Email: nodal@healthexpertonline.com

Phone: +91 79080 76311 (Ext. 204) | Monday to Saturday, 10:00 AM – 6:00 PM IST

Postal Address: S-012, Soudhamini Apartments, Udayapura, Bangalore – 560082, Karnataka, India. (Attn: Grievance Redressal Officer)

Response Timeline: Acknowledgment within 24 hours of receipt; final resolution within 7 working days (unless exceptional circumstances, with prior intimation).

📄 How to File a Grievance (Step-by-Step)

Submit in writing – via email to grievance@healthexpertonline.com or by filling the web-based complaint form (available in Help Center). Clearly mention your registered mobile number, order/consultation ID (if any), and a detailed description of the issue.
Attach supporting documents – screenshots, payment receipts, prescription copies, lab reports, or chat transcripts.
Provide contact details – full name, phone number, and preferred language for communication (English, Hindi, Kannada, etc.).
Track reference ID – after submission you will receive a unique ticket ID via email/SMS. Use this for follow-ups.

⏱️ Time Limits & Escalation

Acknowledgment: Within 1 working day from receipt.
Preliminary response: Within 3 working days.
Final resolution / reasoned reply: Maximum 7 working days from escalation to Nodal Officer. If the complaint requires complex medical board analysis, the timeline can be extended to 14 days, with intimation provided.
If no satisfactory response is provided within stipulated time, users may approach the National Consumer Helpline (NCH) 1915 or the Department of Consumer Affairs portal (consumerhelpline.gov.in).

💡 Grievances Related to Medical Negligence or Prescription Errors

Health Expert Online maintains a strict code of conduct for all empaneled doctors (MBBS, MD, BAMS, etc.) who are registered with their respective councils. Any grievance regarding misdiagnosis, prescription error, or adverse medical outcome will be referred to an independent Medical Review Committee comprising senior doctors. Based on the committee findings, appropriate action will be taken (including refund, free re-consultation, disciplinary action against doctor, or referral to State Medical Council). Health Expert Online does not replace in-person emergency care; users are advised to visit nearest hospital for emergencies.

🔁 Refund and Compensation Policy (Annexure)

Consultation fees: Fully refundable if doctor does not join within 15 minutes of scheduled time, or if the user cancels before consultation start (subject to terms on refund page).
Pharmacy orders: Refund for counterfeit/damaged items after verification. Replacement for wrong medicine dispatch within 5 days.
Lab tests: Refund if sample not collected within committed window or if technical issue invalidates report.
Any grievance seeking financial compensation will be reviewed by the Nodal Officer and resolved as per platform policies and applicable laws.

📊 Reporting & Transparency

We publish quarterly statistics on grievance redressal (total complaints received, resolved, pending beyond 7 days) on our website. For the latest report, email grievance@healthexpertonline.com with subject "Quarterly Report Request".

⚖️ Legal Jurisdiction

All disputes and grievances shall be governed by the laws of India. Courts in Bangalore, Karnataka shall have exclusive jurisdiction. However, users are encouraged to first exhaust the internal redressal mechanism before initiating any legal proceedings.

📢 Important Note for Consumers

If your grievance is not resolved within 7 days after reaching the Nodal Officer, you have the right to approach the Consumer Helpline at 1915 or file a complaint on the e-Daakhil portal (edaakhil.nic.in) for online consumer dispute resolution. Your trust is our priority.

Policy Version: 2.0 (Effective from 1st April 2026). We reserve the right to update this policy to comply with regulatory changes. The latest version will always be available on this page.

Last reviewed: March 2026 by Sri Mrityunjayan Seva Foundation Board.