Grievance Redressal

In accordance with the Information Technology Rules, 2021 and the Consumer Protection Act, 2019, SecondDoctorOpinion.com has appointed a Grievance Officer to address user complaints in a timely manner.

Grievance Officer

How to File a Grievance

Send an email to grievance@seconddoctoropinion.com with the following details:

• Your full name and registered email/mobile number
• Your Case ID (if applicable)
• Detailed description of the issue or complaint
• Date of the incident or transaction
• Any supporting documents, screenshots, or records
• The resolution you are seeking

Response Timelines

• Acknowledgement: Within 24 hours of receipt
• Initial response: Within 7 business days
• Resolution: Within 15 business days for most issues; complex grievances may take up to 30 days, in which case interim updates will be provided every 7 days

Types of Grievances Handled

• Payment disputes and refund issues
• Concerns about the quality or content of a medical opinion
• Privacy and data handling concerns
• Inappropriate conduct by any platform user or specialist
• Account access or technical issues
• Complaints under the DPDP Act, 2023

What Falls Outside Our Scope

• Medical advice itself — we are not a regulator of medical practice. Disagreements with a specialist's clinical judgment do not constitute a grievance unless there is evidence of negligence or breach of our standards.
• Complaints about your primary doctor or another hospital where you received in-person care.

Escalation

If you are not satisfied with our resolution, you may:

• Escalate to the relevant State Medical Council where the specialist is registered (for medical practice concerns)
• File a complaint with the Data Protection Board of India (for data privacy matters under DPDP Act)
• Approach the Consumer Disputes Redressal Forum under the Consumer Protection Act, 2019
• Seek legal remedies in the appropriate court of law

We are committed to maintaining the highest standards of service and fairness. Your feedback helps us improve.