Our commitment
A grievance officer is appointed to receive and resolve complaints, as the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011 and the Digital Personal Data Protection Act, 2023 require. Complaints are answered properly, in writing, and within the time the law allows.
Who to contact
Grievance Officer: [Grievance officer name], on behalf of [Company legal name], [Registered address].
Email support@clinicsutra.com · WhatsApp +919428953367 · phone +919428953367. Put "Grievance" in the subject line so it reaches the right desk.
How to complain
A complaint can be a short email. It must include enough for us to find and verify it:
- your name, clinic name and how to reach you (email or phone);
- the account, invoice or order number it relates to, if there is one;
- what happened and when, in your own words;
- what you would like us to do about it;
- a screenshot or an invoice attached, if it helps.
Our timelines
We acknowledge every complaint within 7 days of receiving it.
It is resolved and answered in writing within 30 days of receipt — the period the Digital Personal Data Protection Act, 2023 sets for grievance redressal. If a complaint is unusually complex and more time is genuinely needed, you are told why, in writing, before the 30 days run out.
Nothing here shortens any period the law gives you.
If you are a patient asking about your own record
Start with the clinic that treats you: for a patient record the clinic is the data fiduciary, and it decides what it holds about you and must answer your request for access, correction or erasure.
If the clinic does not answer you, tell us — we hold the records on its behalf and we will take it up with the clinic. If neither resolves it, you may complain to the Data Protection Board of India.
If you are a subscriber with a billing complaint
Write to us first at support@clinicsutra.com. If it stays unresolved you may complain to the relevant consumer forum under the Consumer Protection Act, 2019, and nothing in this policy or in the Terms & Conditions stops you from doing that.
Cyber fraud and cheating
If you have been defrauded online, report it at once on the national cybercrime portal cybercrime.gov.in or by calling 1930 — the first hour matters. Then tell us, so we can help with whatever records we hold.
If you are still not satisfied
Ask for a review, in writing, within 30 days of our answer and it goes to a second person who was not involved in the original decision.
After that you may approach the Data Protection Board of India for a data protection complaint, a consumer forum for a consumer dispute, or the police for a criminal matter.