Grievance Redressal Policy
Last updated: 18 September 2026
This policy explains how customers, patients, website users, and data principals may raise concerns relating to diagnostic-service coordination, specimen collection, reports, payments, communications, accessibility, or personal-data processing by healthcare nt sickcare.
Applicable Framework
This mechanism is administered with reference to applicable Indian law, including the Consumer Protection Act, 2019, the Information Technology Act, 2000 and applicable rules, the Digital Personal Data Protection Act, 2023 and notified rules to the extent in force and applicable, the Rights of Persons with Disabilities Act, 2016 where relevant, and other healthcare, laboratory, contractual, and payment requirements.
ISO 9001:2015 quality-management practices guide documentation, responsibility, corrective action, and continual improvement; they do not replace statutory remedies or clinical accreditation requirements.
Matters You May Raise
- Booking, home specimen collection, preparation instructions, delay, cancellation, or serviceability;
- Report access, demographic correction, revised reports, or escalation to the processing laboratory;
- Payment, invoice, refund, Razorpay, UPI, NEFT, or reconciliation concerns;
- Privacy, consent, cookie, communication, account, or data-rights concerns;
- Website accessibility or difficulty completing an online task;
- Staff conduct, communication quality, or other service complaints.
How to Submit a Formal Grievance
Submit the grievance in writing through one of these channels:
- Primary email: support@healthcarentsickcare.com
- Administration: admin@healthcarentsickcare.com
- Online channel: Contact page
- Telephone assistance: +91 97660 60629
Telephone or WhatsApp can be used for assistance, but a written record may be requested for formal investigation, identity verification, and audit purposes.
Information to Include
- Your name and preferred contact method;
- Booking, order, invoice, or report reference, if applicable;
- Date, location, and clear description of the issue;
- The resolution requested;
- Supporting screenshots or documents, with unnecessary health or identity data removed.
Grievance Contacts
- Rachana Shah – Administration & Accounts Head
- Vivek Nair – Founder & Partner (Business Management)
- Nivedita K – Head of Laboratory Operations
Primary official channel: support@healthcarentsickcare.com.
Handling Process and Target Timelines
- Acknowledgement: normally within two working days.
- Initial review: verification, classification, and assignment to the responsible function.
- Target resolution: normally within 7–14 working days, depending on complexity, laboratory or payment-provider dependencies, and legal requirements.
- Interim update: provided when a matter cannot reasonably be completed within the target period.
Statutory timelines, where applicable, prevail over these service targets.
Privacy and Confidentiality
- Only information reasonably necessary to investigate and resolve the grievance should be submitted.
- Identity or authority may be verified before releasing account, report, or personal-data information.
- Records may be retained for audit, quality, fraud prevention, legal compliance, and defence of claims.
- Information may be disclosed to a partner laboratory, payment provider, Shopify, professional adviser, regulator, law-enforcement agency, court, or competent authority only where necessary and lawfully permitted or required.
Any compulsory disclosure will be handled under applicable current law, including lawful process under the Bharatiya Nagarik Suraksha Sanhita, 2023 where relevant.
Escalation and External Remedies
If you are dissatisfied, request internal escalation through the primary email. Subject to jurisdiction and the applicable law, you may also approach the appropriate Consumer Disputes Redressal Commission, Data Protection Board of India when the relevant mechanism is operational and applicable, disability authority, payment provider, court, regulator, or other competent forum.
Related Policies
- Terms of Service
- Refund Policy
- Cancellation & Subscription Policy
- Contact Information
- Cookie Policy
- Consent Withdrawal Procedure
Medical Limitation
This grievance process does not provide medical advice or emergency care and does not replace statutory rights. For clinical interpretation, consult a registered medical practitioner and read our Disclaimer Policy.