Grievance Redressal Policy

1. GRIEVANCE OFFICER

2. SCOPE OF GRIEVANCES

• Privacy and data protection (data breach, unauthorised sharing, erasure requests).
• Appointment booking issues (cancellation, non-confirmation, rescheduling errors).
• Payment disputes (double charges, failed payments, refund delays).
• Conduct or professional behaviour of RMPs facilitated through the Platform.
• Platform technical issues (app errors, teleconsultation connectivity failures).
• Inaccurate or misleading content on the Platform.
• Any other grievance related to OPLive services.

3. HOW TO SUBMIT A GRIEVANCE

3.1 By Email

Submit grievances to grievance@oplive.app with subject line: Grievance — [Category] — [User ID]. OPLive will acknowledge receipt within 24 hours on working days.

3.2 By Post

Written complaints addressed to the Grievance Officer at: TC 24/3088/2, Ushasandya Building, Dotspace Business Centre, PMG TTC RoadDotSpace, Kowdiar Thiruvananthapuram Kerala 695003 India. Acknowledged within 5 working days.

4. TIME LIMIT FOR SUBMITTING GRIEVANCES

Users must submit grievances within thirty (30) days of the date of the incident or service failure giving rise to the grievance. Grievances submitted after this period may not be considered except in exceptional circumstances at OPLive's discretion.

5. RESOLUTION TIMELINES

6. ESCALATION

• Level 1: Grievance Officer — grievance@oplive.app
• Level 2 (if unsatisfied): CEO/MD — ceo@oplive.app — within 7 days of Grievance Officer response.
• External: Data Protection Board of India (data matters); District Consumer Disputes Redressal Commission, Trivandrum (consumer matters); cybercrime.gov.in (cybercrime); Kerala Medical Council (RMP conduct).

7. RECORD-KEEPING

The Grievance Officer maintains a register of all grievances received, responses, and outcomes. Records retained for 3 years and available for audit as required by law.