Complaints & Grievance Redressal

1. Introduction

Alogeriatric is committed to providing a high-quality, trustworthy healthcare experience through the HomeDoc platform. We take every complaint seriously and have established a structured Grievance Redressal Mechanism in compliance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 ("IT Rules 2021") and other applicable Indian laws.

We encourage users to raise concerns promptly. Our goal is to resolve every complaint fairly, transparently, and as quickly as possible.

2. Scope of Complaints

This grievance process covers complaints related to:

• Service Quality: Doctor visit not conducted as scheduled, poor scheduling communication, or service not delivered as described.
• Doctor Conduct: Unprofessional behaviour, inappropriate advice, or breach of medical ethics by an assigned doctor.
• Data & Privacy: Concerns about how your personal or medical data has been handled, shared, or stored by Alogeriatric.
• Payment Issues: Incorrect charges, failed transactions, or payment disputes not related to refunds (see our Cancellation & Refund Policy for refund position).
• App Technical Issues: Persistent technical problems preventing use of the Service that have not been resolved through standard support.
• Discrimination or Harassment: Any form of discrimination or harassment experienced through the platform or by our staff.

Complaints seeking monetary refunds are governed by our Cancellation & Refund Policy. Please review that policy before raising a refund-related grievance.

3. How to File a Complaint

To file a complaint, send an email to:

Email: support@alogeriatric.com
Subject line format: COMPLAINT — [Category] — [Brief Description]

Example subject lines:

• COMPLAINT — Service Quality — Doctor visit did not take place on 15 July
• COMPLAINT — Data Privacy — My health data appears to have been shared incorrectly
• COMPLAINT — Payment — I was charged twice for my subscription

Please include in your complaint email:

• Your full name and registered email address
• Date and nature of the complaint
• Relevant details: appointment dates, transaction IDs, screenshots (if applicable)
• The outcome you are seeking

Alternatively, for urgent or formal complaints, you may contact our Grievance Officer directly (see Section 4 below).

4. Grievance Officer

As mandated by the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, we have appointed a Grievance Officer to receive and adjudicate complaints:

The Grievance Officer is responsible for receiving, reviewing, and resolving or escalating all formal complaints submitted to Alogeriatric. Complaints submitted to the Grievance Officer are treated with the highest priority.

5. Complaint Process & Timelines

Once you submit a complaint, the following process applies:

Step 1 — Acknowledgement (within 24 hours)

We will send an acknowledgement email confirming receipt of your complaint along with a reference number.

Step 2 — Investigation (48 hours)

Our team will review the complaint, gather relevant information from the app, doctor records, payment logs, or other sources as necessary. For doctor conduct complaints, the assigned doctor will be contacted for their account. We may reach out to you for additional information if required.

Step 3 — Resolution (within 30 days)

We will communicate the outcome of the investigation in writing, including:

• Our findings
• Any action taken (e.g., service correction, doctor reassignment, policy clarification, data correction)
• If the complaint could not be resolved in your favour, the reason why

Certain complex complaints, particularly those involving medical conduct or legal matters, may require more time. In such cases, we will update you on the timeline.

Privacy of Complaints

All complaints are treated confidentially. Your complaint information will only be accessed by those directly involved in resolving it.

6. Escalation Authorities

If you are not satisfied with the resolution provided by our Grievance Officer, or if your complaint is not resolved within the stipulated timeframe, you may escalate to the following authorities:

6.1 Consumer Disputes

You may file a complaint with the appropriate Consumer Forum under the Consumer Protection Act, 2019:

• District Consumer Disputes Redressal Commission (for claims up to ₹50 lakhs)
• State Consumer Disputes Redressal Commission (for claims ₹50 lakhs–₹2 crores)
• National Consumer Disputes Redressal Commission (for claims above ₹2 crores)
• Online filing via the National Consumer Helpline: 1915

6.2 Medical Professional Complaints

For complaints about a doctor's clinical conduct or ethics, you may approach:

• National Medical Commission (NMC)— the apex body regulating medical professionals in India. Complaints can be filed with the State Medical Council of the doctor's registration.

6.3 Data Protection & Privacy Complaints

For unresolved complaints relating to personal data and privacy:

• Data Protection Board of India (DPBI) — once constituted under the DPDP Act, 2023, for data protection complaints.
• Ministry of Electronics and Information Technology (MeitY) — under existing IT Act provisions for cybersecurity and data incidents.

6.4 Payment Disputes

For unresolved payment disputes with our payment gateway:

• Contact Mr. Partha Mondal at partha94mondal@gmail.com with your transaction details.
• You may also contact the Reserve Bank of India's Banking Ombudsman if the dispute involves your bank or payment instrument.

7. IT Rules 2021 Compliance

In compliance with Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021:

• Alogeriatric has appointed a Grievance Officer whose details are published on this page and within the HomeDoc application.
• The Grievance Officer acknowledges complaints within 24 hours and resolves them within 30 days of receipt.
• The Grievance Officer is responsible for receiving and resolving complaints received by users.
• This grievance mechanism is available to all users of the Service, including individuals, their family members, and caregivers.

We are committed to full compliance with applicable Indian digital laws and will update this page as regulations evolve.