Defeat Diabetese – Grievance Redressal Policy
1. Introduction
Defeat Diabetese is committed to providing the highest standard of customer service. This
Grievance Redressal Policy outlines our approach to addressing and resolving any
complaints, concerns, or issues raised by users of our services.
2. Scope of the Policy
This policy applies to all users of the Defeat Diabetese platform, including patients,
healthcare professionals, affiliated centres, and service partners. It covers grievances
related to:
– Online consultations
– Lab test orders and sample collection
– Medicine delivery
– Technical issues on the platform
– Payment and refund concerns
– Staff behaviour or service experience
3. How to Raise a Grievance
You may raise a grievance through any of the following methods:
– Email: admin@defeatdiabetese.com
– Call: +91-98250-47692 (9 AM – 6 PM, Monday to Saturday)
– Contact Form: Available on our website/app under “Support”
Please include your full name, contact details, nature of complaint, transaction/order ID (if
applicable), and a brief description.
4. Acknowledgement and Timeline
– You will receive an acknowledgement of your grievance within 48 business hours.
– A unique ticket ID/reference number will be shared for future follow-up.
– We aim to resolve all complaints within 7 working days from the date of
acknowledgement.
5. Escalation Matrix
If you are not satisfied with the resolution, you may escalate the issue as follows:
– Level 1: Grievance Officer – grievance@defeatdiabetese.com
– Level 2: Senior Management – support@defeatdiabetese.com (mention ticket ID)
We assure transparency and fairness in reviewing all escalations.
6. Confidentiality
All grievance records are kept confidential and are only shared internally on a need-to-
know basis. Your personal data will be protected as per our Privacy Policy.
7. Monitoring and Continuous Improvement
We regularly review grievance data to identify areas for improvement in our processes,
platform functionality, and customer service experience.
8. Contact Us
Grievance Officer – Defeat Diabetese
Email: admin@defeatdiabetese.com
Phone: +91-98250-47692
Address: [Insert Official Address]
