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

Clinikk is revolutionizing the approach to health care in India, with its robust on-demand offerings, and thus being the single point of contact to any medical need, affordable and accessible 24*7.

Clinikk approaches health care with a holistic view, focusing on holistic care instead of symptomatic care. Clinikk manages all dimensions of health and health records for its patients which helps in understanding the problem better, leveraging advance technologies which in result help the patients to achieve their health goals.

Get In Touch

contactus@clinikk.com

Clinikk Healthcare Radha Krishna Towers,1st floor Bannerghatta Main Rd, Opposite IIMB main gate, Bengaluru-560076

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