Dispute & Grievance Adjudication Desk

Due Process • Impartial Mediation • Statutory Compliance

1. How to File a Grievance

If you experienced a clinical or operational issue with an appointment, sample collection, or home nursing shift, you can report it directly from your Patient Portal › Bookings › Report Issue or by emailing our designated Grievance Officer.

2. Resolution Stages

1. Stage 1 (Acknowledgment & Evidence Collection): Within 12 hours of filing, an incident ticket is generated. Both parties are notified with an opportunity to upload notes, receipts, or prescription snapshots.
2. Stage 2 (Clinical / Operational Review): A senior compliance officer reviews the case under standard clinical guidelines.
3. Stage 3 (Adjudication & Settlement): Remediation may include full/partial refund, provider reassignment, or formal disciplinary review.
4. Stage 4 (Senior Appellate Escalation): If either party is dissatisfied with the Stage 3 decision, an appeal may be lodged within 7 days for senior director review.

3. Direct Grievance Contacts

Physical Office: ManabSeva Technologies Pvt Ltd, Salt Lake Sector V, Kolkata, West Bengal 700091.