Henotic Diagnostics Grievance Redressal Policy (2025)

Establishing a structured, time-bound, and effective framework for addressing and resolving patient complaints.

1. Introduction and Policy Statement

Henotic Diagnostics

a managed marketplace connecting patients with verified diagnostic centers in Mumbai and Navi Mumbai, is committed to providing accessible, transparent, and high-quality service facilitation. This Grievance Redressal Policy (“Policy”) establishes a structured, time-bound, and effective framework for addressing and resolving patient complaints and grievances related to our platform services, booking process, and administrative functions.

This Policy is strictly governed by the principles of integrity, accuracy, and transparency, ensuring compliance with all applicable laws and the stringent guidelines set forth by Google Ads and Google Business Profile for healthcare service facilitators.

2. Scope and Applicability

This Policy applies to grievances concerning services directly provided or administered by Henotic Diagnostics, including:

**Platform Functionality:** Issues related to comparing prices, checking real-time slots, and online/WhatsApp booking.
**Facilitation Services:** Issues related to the administrative convenience fee, scheduling, and digital storefront services.
**Value-Added Services:** Complaints regarding home blood sample collections and corporate health program management.
**Information Accuracy:** Concerns regarding misrepresentation of service details, pricing, or partner lab accreditations on the Henotic Diagnostics platform.
**Report Scheduling:** Issues related to receiving reports on the communicated schedule.

***Note on Role Limitation:*** Henotic Diagnostics functions strictly as a managed marketplace and service facilitator, connecting patients with accredited third-party partner diagnostic centers. Grievances regarding the direct medical quality, outcome, diagnosis, or treatment provided by the partner diagnostic center (e.g., sample handling quality, equipment malfunction, diagnostic accuracy) will be forwarded to the respective partner lab for resolution, and Henotic Diagnostics will facilitate communication, but not directly adjudicate the medical outcome.

3. Commitment to Transparency and Compliance

Henotic Diagnostics adheres to the highest standards of professional conduct and operational transparency. Our commitment to ethical practice and compliance ensures a trustworthy patient experience:

Principle	Our Commitment
Accurate Positioning	We exclusively function as a diagnostics service facilitator and marketplace for appointment booking. We do not engage in the direct treatment, diagnosis, or curing of diseases, ensuring clear communication of our role to all patients.
Honest Pricing	We are committed to full pricing transparency. The entire payment model, including the small administrative convenience fee, is clearly and conspicuously disclosed before purchase. We strictly prohibit misleading or hidden pricing tactics.
Service Integrity	We strictly prohibit misrepresenting our services, licenses, or qualifications. All information is presented in a professional, neutral, and informative tone.
Verifiable Claims	We avoid restricted health claims, unverifiable promises, or unproven medical statements. All partnerships and accreditations are official and verifiable.

4. Grievance Redressal Channels and Process

Patients can raise a grievance via the following channels. All grievances must be submitted in writing (email or letter) or through documented phone calls to ensure clear record-keeping.

Level 1: Customer Support & Initial Resolution

The grievance is received by the Customer Support team for initial processing and resolution.

**Process:** Initial processing and resolution by the Customer Support team.
**Timeframe:** Resolution or acknowledgment with an expected timeline will be provided within **5 business days** of receipt.

Channel	Contact Details
Telephone	08879327184 / 09372853584
Website	henoticdiagnostics.com (Contact form)

Level 2: Escalation to the Grievance Officer

If dissatisfied with the Level 1 resolution, the grievance may be escalated to the designated Grievance Officer.

**Process:** The Grievance Officer will personally review the case and determine the final resolution.
**Timeframe:** The Grievance Officer will provide a final written response within **15 business days** from the date of the escalation request.

Designated Grievance Officer	Contact Details
Grievance Officer (Dr Ashok Majji)	Email: hello@henoticdiagnostics.com

5. Record Keeping and Monitoring

Henotic Diagnostics shall maintain a detailed record of all grievances received, including:

Date of receipt.
Nature of the grievance.
Steps taken for resolution.
Date of resolution/closure.
Compliance verification against the Google Guidelines.