Grievance Redressal Policy

1. Our Commitment

We take every concern seriously. Whether your complaint is about care quality, a care professional, billing, privacy, or how we communicated with you — it matters to us, and it will be investigated.

We commit to:

• Acknowledging your complaint within 48 hours
• Investigating and providing an initial response within 15 days
• Fully resolving or communicating a final outcome within 30 days

If a complaint is complex and requires more time, we will tell you — with an update on what's happening and when to expect resolution.

2. What You Can Raise a Grievance About

You can raise a grievance with us about:

• Care quality — a care visit that was substandard, a care professional who was late, unprofessional, or did not follow the care plan
• Safety concern — anything during a visit that put the patient or household at risk
• Billing or refunds — a charge you believe is incorrect, a refund you believe is overdue
• Privacy — how your personal or health data has been handled (see also: Privacy Policy)
• Communication — how our team interacted with you
• Platform or technology — issues with the website, registration process, or platform records
• Any other concern about Upchar Setu's services or conduct

3. Grievance Officer

In accordance with the Consumer Protection Act 2019, the Consumer Protection (E-Commerce) Rules 2020, and the IT (Intermediary Guidelines) Rules 2021, Upchar Setu has designated a Grievance Officer:

Grievance Officer: Kandarp Bhatt
Designation: Partner
Email: hello@upcharsetu.com
WhatsApp: +91 98256 88286
Address: Upchar Holistic Healthcare LLP (Upchar Setu), 315, Abhishree Complex, Opp OM Tower, Satellite Road, Ahmedabad, Gujarat – 380015

Availability: Monday to Saturday, 8:00 AM – 8:00 PM IST

The Grievance Officer is responsible for receiving, investigating, and resolving grievances from patients, families, care professionals, and partner organisations.

4. How to Submit a Grievance

Option 1 — WhatsApp (recommended for urgent matters)
Send a message to +91 98256 88286 with "GRIEVANCE" in your first message. Our team will acknowledge and log your complaint immediately.

Option 2 — Email
Write to hello@upcharsetu.com with the subject line: "Grievance — [brief description]"

Option 3 — Written complaint
Send a written complaint by post or courier to: Upchar Holistic Healthcare LLP (Upchar Setu), 315, Abhishree Complex, Opp OM Tower, Satellite Road, Ahmedabad, Gujarat – 380015

What to include in your grievance:

• Your name and registered mobile number
• Patient's name (if different from yours)
• Date(s) of the incident or concern
• A description of what happened
• What outcome you are seeking (e.g., refund, replacement visit, explanation, apology)
• Any relevant documents, photos, or records (e.g., a photo of an unsigned visit log, a receipt)

5. The Grievance Resolution Process

Step 1 — Acknowledgement (within 48 hours)
We will confirm that your grievance has been received and assign it a reference number.

Step 2 — Investigation (within 15 days)
The Grievance Officer reviews the complaint, may speak with the relevant care professional, team member, or coordinator, and may ask you for additional information.

Step 3 — Resolution (within 30 days)
We will communicate the outcome in writing (email or WhatsApp) including:

• What we found
• What action we are taking
• Any remedies offered (replacement visit, credit, refund, apology, corrective action)

Step 4 — Escalation (if not satisfied)
If you are not satisfied with our resolution, see Section 7 (External Escalation) below.

6. Care Professional Grievances

If you are a care professional and have a grievance regarding:

• Payment disputes
• Unfair dismissal or suspension from the network
• Conduct of a family or household member that created a safety concern
• Discrimination or mistreatment

Contact the Grievance Officer at hello@upcharsetu.com with the subject line: "Care Professional Grievance."

We are committed to a fair and respectful process for all care professionals.

7. External Escalation — Your Consumer Rights

If you are not satisfied with Upchar Setu's resolution of your grievance, you have the right to escalate to:

7.1 Consumer Disputes Redressal Commission
Under the Consumer Protection Act 2019, you may file a complaint with the District Consumer Disputes Redressal Commission (DCDRC) in your area. The DCDRC handles disputes up to ₹1 crore.

• District DCDRC — for disputes up to ₹1 crore
• State Consumer Disputes Redressal Commission — for disputes ₹1 crore to ₹10 crore
• National Consumer Disputes Redressal Commission — for disputes above ₹10 crore

You can file complaints online at: https://edaakhil.nic.in (National Consumer Helpline e-Daakhil portal)
National Consumer Helpline: 1800-11-4000

7.2 Data Protection Board of India (DPBI)
For privacy-related grievances, once the Data Protection Board of India is constituted under the DPDPA 2023, you may escalate unresolved privacy complaints to the Board.

7.3 Relevant Professional Councils
If your concern involves the professional conduct of a registered care professional (doctor, nurse, physiotherapist), you may also file a complaint with the relevant regulatory body:

• National Medical Commission (NMC) — for MBBS doctors: www.nmc.org.in
• Indian Nursing Council (INC) — for nurses: www.indiannursingcouncil.org
• Relevant State Councils as applicable

8. Our Non-Retaliation Commitment

Upchar Setu will not penalise, disadvantage, or retaliate against any patient, family member, or care professional for raising a grievance in good faith. Concerns raised about care quality, safety, or conduct are always welcome — they help us improve.

9. Abuse of the Grievance Process

Grievances that are demonstrably malicious, frivolous, or made in bad faith (including false allegations against care professionals) will not be entertained and may result in suspension or termination of the user's account. We apply this provision only in clear cases of bad faith — raising a genuine concern in good faith, even if it is ultimately found to be unfounded, will never be treated as abuse.

10. Policy Updates

This Grievance Redressal Policy may be updated from time to time. The current version is always available at upcharsetu.com/grievance-redressal.