Grievance Redressal

Grievance Redressal

Customer Grievances Redressal Policy 2016

In the present scenario of healthcare delivery, excellence in
customer service is the most important tool for sustained business
growth. Customer (includes the user of the website clinikk.com and
the mobile application) complaints are part of the business life of
any corporate entity. As a service organization, customer
satisfaction is the prime concern for any Healthcare business.
Clinikk believes that providing prompt and efficient service is
essential not only to attract new customers but also to prevail over
the existing customers. This policy document aims at minimizing
instances of customer complaints and grievances through proper
service delivery and review mechanism and ensuring prompt Redressal
of complaints and grievances. The review mechanism will help in
identifying the shortcomings in product features and service
delivery. Customer dissatisfaction would tarnish the company’s name
and image. Clinikk’s policy on grievance Redressal follows the under
noted principles: –

  • Customers will be treated courteously at all times.
  • Complaints raised by customers are dealt with fairly and
    in time.
  • A Complaint / Suggestion form is provided with all
    employees interacting with the customer.
  • Customers are fully informed of the avenues available to
    escalate their complaints / grievances within the company and
    their rights for an alternative remedy if they are not fully
    satisfied with the response.
  • We will handle all complaints efficiently and fairly as
    they can damage the company’s reputation and business if handled
    otherwise.
  • Our employees will work in good faith and without
    prejudice to the interests of the customers.
  • This policy document is made available on our Website. All
    employees of Clinikk are made aware of the complaint handling
    process.

Customer, complaints arise due to:

  • The attitudinal aspects in dealing with customers.
  • Technological issues relating to the failure of
    transactions.
  • Skimming and phishing of accounts / passwords / emails,
    etc.
  • The inadequacy of the functions / arrangements available
    to the customers or gaps in the standards of services expected and
    the actual services rendered.
  • The customer is having every right to register a complaint
    if the services are not satisfactory.
  • Complaints can be made orally / over phone / e-mail / or
    through the Internet. If the customer’s complaint is not resolved
    within the given timeframe or if he is not satisfied with the
    solution, he can approach the Company Ombudsman or other legal
    avenues for grievance Redressal.

Awareness of Grievance Redressal System

At Clinikk, the users’ experience is what we deliberate and focus
on. This is why we listen and take the time to know our users and
take their concerns seriously. Going skin-deep to analyze and

scrutinize, how you would feel from the time you step-in to
Clinikk.com till the time you’re done, helps us evolve and enhance
our services. If a user has found our experience simple and
incredible we know we are doing something worthy. However, when a
user is concerned or has complaints we do everything we can to fix
it and make it right.

Sensitizing staff on handling complaints

Our staff undergoes regular training to ensure that consumers
queries and grievances are handled properly. They are encouraged to
work in a manner which helps us in building the consumer trust and
confidence. This reflects in both the operations as well as the
customer communications. Top reasons behind the consumer queries
are analyzed and worked upon in a way which aims at removal of
these reasons from the root. This helps in improving the overall
quality of the service levels gradually.

How to reach Clinikk

Level 1:

You can write to support@clinikk.com

Level 2:

If you are still not satisfied, please write to:

Nodal Officer Customer Grievance

Ohealer Healthcare Services Pvt Ltd

Radha Krishna Towers,

1 st Floor Bannerghatta Main Rd,

Opposite IIMB Main Gate,

Bengaluru-560 076