This policy applies to:

i. All customers, patients, and users of diagnostic services under Syscon Health Innovation Pvt Ltd / OurLabz.

ii. All employees, representatives, phlebotomists, and service partners involved in customer interaction or service delivery.

iii. Complaints or grievances relating to service delivery, billing, refund, sample collection, report quality, communication, or data handling.

a. To establish a structured process for effective grievance handling.

b. To ensure accountability and escalation within defined timelines.

c. To enhance customer satisfaction and trust through fair resolution.

d. To maintain documentation and traceability for all grievance cases.

i. Grievance: Any dissatisfaction or concern raised by a customer or stakeholder regarding service, conduct, or process.

ii. Complainant: Any customer, patient, or representative submitting a grievance.

iii. Grievance Officer: An appointed company official responsible for receiving, reviewing, and closing grievances.

iv. TAT (Turnaround Time): The defined time limit for responding to and resolving a grievance.

5.1 Level 1 – Initial Complaint Resolution (Frontline Team)

a. Customers can raise grievances through:

• Customer support helpline
• Email: grievance@sysconhealth.com
• Web form via official website or mobile app

b. Acknowledgement shall be sent within 12–24 working hours of receipt.

c. The Customer Support Executive shall attempt to resolve the issue within 24–48 hours.

d. If unresolved, the case shall be automatically escalated to Level 2.

5.2 Level 2 – Escalation to Grievance Officer

a. If the complaint remains unresolved at Level 1, it shall be reviewed by the Grievance Officer within 48 hours.

b. The Grievance Officer shall:

• Review call logs, records, or supporting documents.
• Coordinate with internal departments (Operations, Lab, Logistics, Billing).
• Communicate resolution or compensation as per company policy.

c. Target resolution time: 3–7 working days from escalation.

5.3 Level 3 – Senior Management Review

a. If the grievance remains unresolved or is of serious nature (e.g., medical negligence, privacy breach, ethical concerns), it shall be escalated to the Head – Quality & Operations.

b. The case shall be reviewed by a Grievance Review Committee (GRC) comprising representatives from Quality, Legal, and Operations.

c. A final written response shall be provided within 7 working days from escalation.