Contact and Grievance Policy

1. Introduction

Doccliniq ("we", "us", or "our") is committed to addressing user concerns, complaints, and grievances promptly and fairly. This Contact and Grievance Policy outlines how to reach us and how we handle complaints.

This Policy is compliant with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 of India, which require intermediary platforms to appoint a Grievance Officer and establish grievance redressal mechanisms.

2. Contact Channels

2.1 General Inquiries

For general questions, technical support, or account-related inquiries:

2.2 In-App Support

You can also contact us through:

• Support chat feature within the Platform (if available)
• Help section in your account dashboard
• Contact form on our website

3. Grievance Officer

As required under Indian IT Rules, Doccliniq has appointed a Grievance Officer to address user complaints and concerns.

The Grievance Officer is responsible for:

• Receiving and acknowledging grievances
• Investigating complaints
• Coordinating resolution with relevant departments
• Responding to grievances within the stipulated timeframe
• Maintaining records of grievances and resolutions

4. Types of Grievances

You can file grievances regarding:

4.1 Service-Related

• Consultation quality or experience
• Technical issues during consultations
• Appointment booking or cancellation problems
• Prescription or medical record issues
• Payment or refund disputes

4.2 Privacy and Data

• Unauthorized access to your account
• Data breach concerns
• Privacy policy violations
• Request for data access, correction, or deletion

4.3 Content and Conduct

• Inappropriate behavior by Doctors or Patients
• Harassment or abuse
• False or misleading information
• Violation of Platform terms

4.4 Account and Access

• Account suspension or termination
• Login or access issues
• Account verification problems

4.5 Payments (Cashfree Payment Gateway)

Consultation fees are collected through Cashfree Payment Gateway (Cashfree Payments India Private Limited). For payment failures, duplicate charges, or refund delays, contact us first at Contact emailrushilventures@gmail.com. For card or UPI disputes handled by the payment provider, you may also refer to https://www.cashfree.com.

5. How to File a Grievance

5.1 Step-by-Step Process

1. Contact Support First: For routine issues, contact our support team at Contact emailrushilventures@gmail.com
2. Escalate if Needed: If your issue is not resolved or requires escalation, file a formal grievance
3. Submit Grievance: Send an email via Contact emailrushilventures@gmail.com with:
   • Subject line: "Grievance - [Brief Description]"
   • Your name and contact information
   • Account details (username/email)
   • Detailed description of the grievance
   • Relevant dates, times, and appointment IDs
   • Supporting documents or screenshots
   • Previous correspondence (if any)
4. Receive Acknowledgment: You will receive an acknowledgment within 24 hours
5. Investigation: We will investigate your grievance
6. Resolution: You will receive a response within 30 days

5.2 Grievance Template

Send the following to Contact emailrushilventures@gmail.com:

6. Grievance Resolution Process

6.1 Timeline

• Acknowledgment: Within 24 hours of receipt
• Initial Response: Within 3-5 business days
• Investigation: 7-15 business days (depending on complexity)
• Final Response: Within 30 days from receipt

6.2 Investigation Process

Upon receiving a grievance:

1. Grievance Officer acknowledges receipt
2. Grievance is logged and assigned a tracking number
3. Relevant departments are consulted
4. Investigation is conducted (may include reviewing records, consulting with parties involved)
5. Resolution is determined
6. Response is provided to the complainant

6.3 Resolution Outcomes

Possible resolutions include:

• Issue resolved with explanation
• Refund or compensation (if applicable)
• Account restoration or modification
• Corrective action taken against violating parties
• Policy or process improvements
• Grievance found to be unsubstantiated (with explanation)

7. Escalation Process

If you are not satisfied with the Grievance Officer's response:

1. Request Review: Request a review of the decision within 7 days
2. Senior Management: Escalate to senior management if review is unsatisfactory
3. External Recourse: You may pursue external remedies:
   • Consumer forums under Consumer Protection Act, 2019
   • Legal proceedings in appropriate courts
   • Relevant regulatory authorities (if applicable)

8. Confidentiality

All grievances are handled with confidentiality:

• Grievance details are shared only with personnel involved in resolution
• Medical information is protected per our Privacy Policy
• We do not disclose grievance details to unauthorized parties
• Aggregated, anonymized data may be used for improving services

9. Good Faith Requirement

Grievances must be filed in good faith with accurate information. Filing false or malicious grievances may result in account suspension or termination and may have legal consequences.

10. Specialized Contacts

10.1 Privacy Concerns

For privacy-related grievances or data protection requests:

Email: Contact emailrushilventures@gmail.com
See our Privacy Policy for details.

10.2 Refund Requests

For refund-related queries:

Email: Contact emailrushilventures@gmail.com
See our Refund and Cancellation Policy for details.

10.3 Medical Complaints

For complaints regarding medical care or professional conduct:

Contact our Grievance Officer. Serious medical complaints may also be reported to relevant medical councils or regulatory bodies.

11. Response Formats

Responses to grievances will be provided:

• Via email to the address provided in the grievance
• In writing, clearly explaining the decision
• Including any actions taken or to be taken
• With information about escalation options (if applicable)

12. Changes to Policy

Doccliniq reserves the right to modify this Contact and Grievance Policy at any time. Material changes will be notified via email or Platform notification. The updated Policy will be effective immediately upon posting.

13. Contact Summary