Grievance Redressal

Vividh Health is committed to resolving every complaint quickly and fairly. This Policy explains how to reach us, who handles your grievance, and how long we will take. It is published under the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011, the Consumer Protection (E-Commerce) Rules, 2020, and the Digital Personal Data Protection Act, 2023.

1. Channels to reach us

Most issues can be resolved without escalation. Please start with the channel that matches your concern:

• Service, booking, payment, or refund issue: in-app chat from the order page, or support@vividh.health.
• Privacy, data-protection, or ABDM consent issue: dpo@vividh.health.
• Security incident or responsible disclosure: security@vividh.health.
• Clinical concern about a Doctor or Lab: clinical@vividh.health — routed to our medical advisor for review.

2. Grievance Officer

In compliance with Sec. 5(9) of the IT Rules, 2011, Rule 4(5) of the Consumer Protection (E-Commerce) Rules, 2020, and Sec. 8(10) of the DPDP Act, 2023, Vividh has appointed a Grievance Officer who is accountable for resolving complaints that have not been resolved through the channels above.

Name: [Name — to be appointed]
Designation: Grievance Officer
Email: grievance@vividh.health
Phone: [+91 — to be inserted] (Mon–Fri, 10:00–18:00 IST)
Address: Vividh Health Private Limited, Plot 15, Vasundhara Society, Behind Big Bazar, Piplod, Surat, Gujarat — 395007

3. How to file a grievance

1. Write to grievance@vividh.health from the email or mobile number registered on your Account.
2. Include:
   • Your name, registered mobile number, and (if relevant) Order ID or ABHA.
   • A clear description of the issue and the outcome you want.
   • Copies of any earlier ticket numbers, screenshots, or relevant evidence.
3. If you cannot reach us by email, you may post a written grievance to the address above, marked "For Grievance Officer".

We strongly recommend filing in writing so we have an audit trail of your complaint and our response.

4. Response timelines

• Acknowledgement: within 48 hours of receipt of a complaint.
• Resolution: within 30 days of receipt, as required by Rule 4(5) of the Consumer Protection (E-Commerce) Rules, 2020.
• Data-principal requests under the DPDP Act (access, correction, erasure, portability, consent withdrawal): within 30 days of a verified request; complex requests may be extended once, with written notice to you.
• Personal-data breach notification: without undue delay to affected users, and to the Data Protection Board and CERT-In within the timelines prescribed by law and the CERT-In directions dated 28 April 2022.

5. Escalation

If you remain unsatisfied with the Grievance Officer's response, you may escalate as follows.

5.1 Consumer disputes

You may approach the National Consumer Helpline at consumerhelpline.gov.in or the appropriate Consumer Commission (District, State, or National) under the Consumer Protection Act, 2019.

5.2 Cyber incidents

Cybercrime can be reported to 1930 or at cybercrime.gov.in.

5.3 Data-protection complaints

Once the Data Protection Board of India is operationalised under the DPDP Act, 2023, you may file a complaint with the Board where Vividh's response is unsatisfactory or where you believe we have not complied with the Act. Until then, complaints may be addressed under the IT Act, 2000 framework.

5.4 ABDM-related grievances

For grievances concerning ABHA, consents, or health-record exchange, you may also use the ABDM Grievance Redressal system at abdm.gov.in/support.

5.5 Clinical complaints about a Doctor

Doctors on Vividh are independently registered with their respective State Medical Councils. Where appropriate, you may also approach the relevant State Medical Council for clinical conduct concerns, in addition to writing to us at clinical@vividh.health.

6. What we will not do

• We will not ask for your password, OTP, full card number, CVV, or UPI PIN over any channel. Never share these.
• We will not retaliate against any user who files a good-faith complaint.
• We will not close a grievance without a written explanation of the resolution.

7. Records

Grievance correspondence is retained for at least three (3) years for audit, regulatory review, and continuous-improvement purposes, in line with our Privacy Policy.

8. Changes

Where the Grievance Officer changes, or where statutory timelines or contact details are updated, we will revise this page and update the "Last updated" date above.