Legal and policies
Grievance Redressal & Contact
A single escalation path for consumer complaints, privacy requests and unresolved service concerns.
Draft under legal review. This policy is not yet final.
Effective date: [Insert before launch] • Last updated: [Insert date]
How to contact HealthRam
| Customer Support | [support email] • [India phone] • /help/contact |
| Grievance Officer | [Name / designation to be published before launch] |
| Grievance Email | [grievance email to be published before launch] |
| Privacy / Data Requests | [privacy email or grievance route to be published before launch] |
| Postal Address | HealthRam Healthcare Services Pvt. Ltd. — [registered / principal office address to be inserted] |
Submitting a complaint
Please provide enough information to identify the issue without sending unnecessary sensitive information. Useful details may include your name/contact information, order or ticket number, relevant dates, a short description of the issue and the resolution requested. Do not send passwords, OTPs or full payment-card credentials.
Acknowledgment and resolution
For consumer grievances covered by the Consumer Protection (E-Commerce) Rules, 2020, HealthRam’s grievance process should acknowledge receipt within 48 hours and redress the complaint within one month from receipt, subject to applicable law. Where another mandatory timeframe applies, the applicable requirement will control. Users should receive a ticket/reference number that can be used to track the complaint.
Privacy and data-protection requests
Requests concerning access to information about processing, correction, completion, updating, erasure, consent withdrawal, nomination or other applicable data-protection rights may be submitted through the privacy/grievance contact. HealthRam may verify identity before acting on a request and may retain information where required or permitted by law. If a grievance remains unresolved, individuals may use remedies available under applicable data-protection law, including the Data Protection Board of India where the relevant provisions apply.
Partner complaints
If a complaint concerns a specific pharmacy, laboratory, doctor, clinic, payment provider or delivery partner, HealthRam may route relevant information to that partner for investigation while continuing to coordinate the complaint where appropriate. This does not prevent the user from exercising rights directly against the relevant seller/provider or using statutory consumer remedies.
Escalation principles
- Prioritize patient safety, medicine-integrity and unauthorized-access concerns.
- Keep complaint records, status, ownership and resolution evidence in the support system.
- Do not require a user to waive statutory rights as a condition of receiving support.
- Provide accessible complaint channels for users who cannot use the digital portal.