Legal
Grievance Redressal Policy
Our commitment to resolving your concerns transparently and efficiently.
Purpose
This policy establishes a transparent process for users to submit complaints or concerns and receive timely resolution. It ensures grievances are addressed professionally, efficiently, and accountably.
Scope
- Website access or technical issues
- Membership registration or activation
- Membership benefits and coordination support
- Customer service interactions
- Data privacy concerns
- Billing or payment-related queries
- Any dissatisfaction related to platform services
Grievances related to medical treatment or service quality must be addressed directly with healthcare providers.
Grievance Submission
- Email: info.nammahealth@gmail.com
- Customer Support Phone: +91-6360108440
- Provide full name, Membership ID, contact info, issue description, and supporting documents/screenshots.
Acknowledgement of Complaint
- Acknowledgement sent within 48 hours.
- Reference number may be assigned for tracking.
- Grievance reviewed and assigned for resolution.
- Responses may be communicated via email or phone.
- Users must ensure their contact details are accurate.
Resolution Timeline
- Initial response: within 48 hours
- Resolution: within 15 working days
- If additional time is required, users will be informed of delays.
- Some cases may depend on third-party provider responses.
Grievance Officer
Responsible for overseeing complaint handling and ensuring timely resolution.
- Name: [Insert Name]
- Email: [Insert Email]
- Address: [Insert Address]
Escalation Process
If unsatisfied with the support response, escalate to the Grievance Officer. Include original complaint details, reference number, and reason for escalation.
7A. Frivolous or Misleading Complaints: Namma Health may reject complaints that are frivolous, malicious, misleading, or lacking sufficient information. Repeated misuse may lead to suspension or termination of membership.
Limitation of Responsibility
Namma Health operates as a coordination platform and is not responsible for grievances related to medical treatment, diagnostic accuracy, hospital services, or billing disputes. Such concerns must be addressed directly with the respective provider.
Unresolved Matters
If a grievance remains unresolved, it may be escalated or resolved according to Namma Health's governing law and dispute resolution policies.
Record Keeping
All grievances and resolutions may be documented for internal review, service improvement, and legal compliance. User information will be processed in accordance with Namma Health's Privacy Policy.
Policy Updates
Namma Health may modify this policy to reflect operational or legal changes. Updated versions will be published on the website with a revised effective date.