1. Purpose
The purpose of this Policy is to:
- establish a formal grievance handling process
- ensure timely resolution of complaints
- maintain transparency and accountability
- comply with applicable Indian laws and digital platform regulations
- provide users with an accessible support mechanism
2. Scope of Complaints
Users may raise grievances relating to:
- account access issues
- incorrect or incomplete health information
- privacy or data protection concerns
- unauthorized access or suspicious activity
- payment or subscription disputes
- refund-related concerns
- technical errors or application malfunctions
- misuse of user information
- service quality concerns
- inappropriate content or conduct
- unauthorized transactions
- violations of platform policies or terms
3. Submission of Grievances
Users may submit complaints or grievances through the following channels:
A. Email Support
Email: indu@phirhealth.com
B. Phone Support
Phone: +91 9893557585
C. Written Communication
PHIR Health
First Floor, 67, Subhash Nagar, Pardeshi Pura
Indore – 452011, Madhya Pradesh, India
D. Website or Mobile App Support
Users may also submit grievances through:
- website contact forms
- in-app support systems
- customer support chat features
- support ticket mechanisms where available
4. Information Required for Complaints
To assist in efficient grievance resolution, users are encouraged to provide:
- full name
- registered email address
- registered mobile number
- account or transaction details
- description of the grievance
- relevant screenshots or supporting documents
- date and time of the issue
Providing complete and accurate information may help expedite the resolution process.
5. Grievance Resolution Process
Upon receiving a grievance:
- PHIR Health shall acknowledge receipt of the complaint within a reasonable timeframe
- The grievance shall be reviewed by the concerned team or authorized personnel
- PHIR Health may request additional information where necessary
- Appropriate corrective, technical, operational, or administrative action may be taken
- The user shall be informed regarding the status or resolution of the grievance
6. Resolution Timelines
PHIR Health aims to:
- acknowledge grievances within 48 to 72 business hours
- resolve complaints within a reasonable period depending on the nature and complexity of the issue
Certain grievances involving legal, technical, third-party, or regulatory matters may require additional time.
7. Privacy & Confidentiality
All grievances and related user information shall be handled confidentially and in accordance with the PHIR Health Privacy Policy and applicable laws.
Information shared during the grievance process shall only be accessed by authorized personnel on a need-to-know basis.
8. Fraudulent or Malicious Complaints
PHIR Health reserves the right to:
- reject complaints that are false, abusive, fraudulent, misleading, or malicious
- suspend accounts involved in misuse of grievance mechanisms
- take legal action where necessary
9. Third-Party Services
Certain services on the PHIR Health platform may involve third-party providers such as:
- payment gateways
- healthcare providers
- laboratories
- insurance partners
- analytics or technology service providers
Grievances relating to third-party services may require coordination with such providers and may be subject to their respective policies and timelines.
10. Limitation of Liability
PHIR Health shall make commercially reasonable efforts to address grievances.
However, PHIR Health shall not be liable for:
- issues arising from third-party systems
- internet or network failures
- user negligence or misuse
- delays caused by incomplete information
- force majeure events beyond reasonable control
11. Escalation Mechanism
If a user is dissatisfied with the resolution provided, the grievance may be escalated to senior management or the designated grievance officer for further review.
PHIR Health shall make reasonable efforts to address escalated concerns in a fair and transparent manner.
12. Grievance Officer
Grievance Officer – PHIR Health
Email: indu@phirhealth.com
Phone: +91 9893557585
Address:
First Floor, 67, Subhash Nagar, Pardeshi Pura
Indore – 452011, Madhya Pradesh, India
13. Changes to This Policy
PHIR Health reserves the right to modify or update this Grievance Redressal Policy at any time.
Updated versions shall become effective upon publication on the website or mobile application.
Continued use of the Platform following updates constitutes acceptance of the revised Policy.
14. Governing Law & Jurisdiction
This Policy shall be governed by and construed in accordance with the laws of India.
Any disputes arising out of or relating to this Policy shall be subject to the exclusive jurisdiction of the courts located in Indore, Madhya Pradesh.
15. Compliance
This Policy is intended to support compliance with applicable laws and regulations, including:
- Information Technology Act, 2000
- Digital Personal Data Protection Act (DPDP Act), 2023
- Consumer Protection (E-Commerce) Rules, 2020
- Information Technology Rules applicable to digital platforms and intermediaries
