Grievance Policy

Purpose:

At Genu Path Labs, we are committed to delivering reliable and compassionate diagnostic services. This Grievance Redressal Policy outlines our clear and accountable approach to addressing concerns or complaints from patients, customers, or website users. We value your feedback and have implemented a structured process to ensure issues are resolved promptly and fairly, reinforcing our dedication to service excellence and patient satisfaction.

Scope:

This policy applies to all patients and visitors utilizing services at Genu Path Labs, including diagnostic imaging, blood tests, health check-ups, and any other medical or healthcare services provided by the facility.

Grievance Handling Process:

At Genu Path Labs, we are committed to providing a clear, prompt, and efficient process for addressing complaints, in accordance with applicable laws, including the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021. This process specifically addresses concerns related to our services and products.

We strive to simplify and clarify the grievance process. Here are the ways you can contact us to raise your grievances through multiple channels:

  • Step 1 - Contact Us:
    To raise a concern, visit the 'Contact Us' page on our website. There, you can connect with us through phone, email, or chat. Here's how to get started.

    1. Visit our website and click on "Contact Us".
    2. You can mail us at care@genupathlabs.comor call us at 6289090000 to connect with our Customer Support.

  • Step 2 - How to Raise a Grievance
    If your concern remains unresolved after contacting our Customer Support team, you may escalate the matter by sharing the reference/ticket ID received during your initial interaction.

    As per our grievance redressal policy, the Grievance Officer will formally acknowledge the complaint within 48 hours and ensure resolution within a maximum period of one month from the date of receipt, in compliance with applicable laws and regulations.

    • Name: Rumela Das
    • Email Id: care@genupathlabs.com
    • Phone Number: 6289090000
    • Address: Innovation Tower, Premises No. 16-315, Plot No. DH6/32, Action Area-1D, Newtown, Rajarhat, Kolkata - 700156, West Bengal, India.


    Each complaint will be tracked through a unique ID provided upon escalation. The Grievance Officer shall make all reasonable efforts to address and resolve the concern promptly.

    A grievance will be considered closed under the following conditions:

    1.When the complainant confirms satisfaction with the proposed resolution;

    or

    2.If no response is received from the complainant within 7 days of communication of the resolution, the grievance shall be treated as resolved and closed.

  • Step 3 - Escalation to Nodal Officer -

    In the unlikely event that the issue remains unresolved to the complainant's satisfaction, the matter may be escalated further to the Nodal Officer for final review and response within 15 days of escalation.

Details of Nodal Officer:

  • Name: Tanuj Mukherjee
  • Email : care@genupathlabs.com   /  dpo@genupathlabs.com
  • Phone Number : 6289090000
  • Address: Innovation Tower, Premises No. 16-315, Plot No. DH6/32, Action Area-1D, Newtown, Rajarhat, Kolkata - 700156, West Bengal, India.

Service Hours

Our Customer Support and Grievance Redressal teams are ready to assist you from Monday to Saturday, 7:30 AM to 8:30 PM and 8:00 AM to 6:00 PM on Sundays excluding public holidays. When you call, please follow the Interactive Voice Response options to connect with the right team.

Policy Compliance and Updates

We will regularly review and update our Grievance Policy to ensure compliance with regulations and to enhance our processes, making the latest version accessible on our website.