Grievance Redressal Policy
Platform: Easy Second Opinion
Jurisdiction: Republic of India
Statutory Foundation: Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021; Consumer Protection (E-Commerce) Rules, 2020; Digital Personal Data Protection Act, 2023.
Effective Date: 19/09/2026
1.	Administrative Purpose and Framework
Easy Second Opinion ("Company", "Platform") is committed to maintaining transparent, ethical, and legally compliant services. This Grievance Redressal Policy establishes a structured, predictable administrative process for redressing user complaints regarding payment discrepancies, technological platform failures, privacy infringements, and service-level delays.

2.	Typology and Classification of Grievances
To facilitate rapid routing, grievances are categorized into three administrative streams:
Category A: Financial and Transactional Grievances: Errors involving billing disputes, unauthorized card charges, delayed refunds, or failed payment gateway settlements.
Category B: Technical, Operational, and Delivery Grievances: Software outages, video teleconsultation connectivity crashes, failure to ingest DICOM images, or breaches of guaranteed turnaround times (TAT).
Category C: Data Privacy and Data Principal Rights: Alleged data breaches, unauthorized disclosure of health data, or issues surrounding data rights under the DPDP Act 2023.
Category D: Clinical Ethics and Medical 

Complaints: Allegations of unprofessional demeanor or non-adherence to the NMC Telemedicine Practice Guidelines by an empanelled RMP.

3.	Exclusions from Grievance Procedures
The following matters DO NOT constitute actionable grievances and will be summarily dismissed:
Subjective patient dissatisfaction with the diagnostic conclusions or therapeutic advice rendered by an RMP, provided the RMP reviewed the file within accepted medical standards.
The clinical refusal of an RMP to prescribe controlled, narcotic, or Schedule X substances via telemedicine.
Delays caused by the failure of the User to upload adequate, legible, or translated medical records.

4. Three-Tier Escalation Matrix
[Level 1: Frontline Support Desk]
Response within 24h | Resolution Target: 5 Business Days
|
(Unresolved?)
|
[Level 2: Statutory Grievance / Data Protection Officer]
Acknowledgment within 24-48h | Statutory Target: Max 30 Days
|
(Clinical Negligence Claim?)
|
[Level 3: Internal Medico-Legal Review Committee]
Formal Investigation | Clinical Finding & Archival

Level 1: Frontline Customer Operations

Primary Contact: Electronic ticket via the Platform Dashboard or direct transmission to support@easysecondopinion.com.
Standard Operational Timeline: Acknowledgment within twenty-four (24) hours. Target resolution within five (5) business days.

Level 2: Formal Grievance Officer Review
If a matter is unresolved at Level 1, or involves a serious breach of privacy or consumer rights, the User may formally escalate the grievance to the statutory Grievance Officer:
Statutory Grievance Officer
Name / Designation: Head of Legal & Regulatory Compliance
Corporate Address: Easy Second Opinion, [Insert Physical Address], Mumbai, Maharashtra – [400 070], India
Electronic Mail: grievance@easysecondopinion.com

Mandatory Disclosure Information: Every formal complaint must detail:
Full Name and Registered Email of the User.
Unique Consultation / Patient Tracking ID.
Clear factual chronological narrative of the grievance.
Documentary evidence supporting the claim (e.g., payment receipts, screenshots).
Statutory Timelines: In strict accordance with the Information Technology Rules, 2021, and Consumer Protection (E-Commerce) Rules, 2020:
Formal acknowledgment with a unique Ticket Tracking Number shall be issued within twenty-four (24) to forty-eight (48) hours.
Complete investigation, administrative disposal, and written communication of the resolution shall occur within thirty (30) calendar days of formal receipt.

Level 3: Medico-Legal and Clinical Ethics Review 

Board
Where a complaint raises allegations of medical incompetence, diagnostic negligence, or ethical misconduct against an empanelled RMP:
The Grievance Officer shall refer the dossier to an internal Independent Medical Review Committee comprised of senior medical consultants.
The committee shall review the uploaded patient records against the written Second Opinion Report to assess whether the RMP adhered to reasonable medical care standards under the NMC Telemedicine Practice Guidelines.
The finding of the committee shall be documented in writing, placed in the permanent audit archive, and communicated formally to the complainant.

5. Frivolous and Bad-Faith Complaints
The Platform reserves the right to terminate the account and suspend access for any User who repeatedly files frivolous, vexatious, defamatory, or bad-faith complaints, or who subjects the Grievance Officer or customer support staff to abusive, profane, or threatening language.