Patient Grievance and Complaints Policy

1. Purpose and scope

This Patient Grievance and Complaints Policy ("Policy") explains how to raise a concern about DocGini, a Provider or another User, and how we handle it. Anyone may complain: patients, family members, carers, providers and facility staff. It forms part of our Terms of Service.

2. Our commitments

• Easy to raise. You can complain in English or Urdu, by email, through the contact page, or by asking someone to complain for you.
• Fair. Every complaint is looked at on its facts, by someone not involved in what happened.
• Confidential. Details are shared only with the people who need them to resolve it.
• No retaliation. Complaining will never affect your care, your bookings or your account. Any Provider or staff member who retaliates against a complainant breaks our Code of Conduct.
• Free. There is no charge to make a complaint.

3. What you can complain about

• The DocGini service: bookings, fees and refunds, queue information, notifications, your account or records, or how we handled your data.
• A Provider's conduct on DocGini: for example rudeness, discrimination, asking for money beyond the fee, not turning up, or a misleading profile.
• Another User: for example harassment, a fake review, or misuse of someone's information.

Clinical care. DocGini does not provide or supervise medical care, so we cannot judge whether a diagnosis or treatment was right. We will pass your concern to the Provider and help you reach the right body, such as the PMDC, the KP Healthcare Commission, the AHPC or the hospital's own complaints office. You can also go to them directly.

Emergencies. A complaint is not the way to get urgent help. In an emergency, call 1122 or go to the nearest hospital.

4. How to raise a complaint

1. Write to support@docgini.com or use the contact page.
2. Tell us your name and phone number, your MRN if you are a patient, what happened and when, the booking reference or the Provider's name, and what you would like us to do.
3. Attach anything that helps, such as screenshots or receipts. Please do not send more health information than is needed.

Please raise concerns within 90 days of what happened, so the facts are still fresh. We will still consider older complaints where there is good reason for the delay.

5. What happens next

1. Acknowledgement. We confirm we have received your complaint, with a reference number, within 2 working days.
2. Investigation. We look at our records and ask the people involved, including the Provider, for their side.
3. Response. We aim to give you a written response within 10 working days. If it will take longer, we tell you why and when to expect it.
4. Outcome. Our response explains what we found and what we will do, which may include an apology, a correction, a refund of a DocGini service charge, a warning, or suspension or removal of a User or listing.

Complaints that suggest a risk to a patient's safety, a data breach, or a crime are escalated straight away and may be reported to the relevant authority.

6. If you are not satisfied

You can ask for a review by replying to our response within 30 days. A senior member of the MEDCONS team who was not involved will review the complaint and reply within 15 working days. If you are still not satisfied, you can take the matter to the relevant regulator, a consumer court or another body available under Pakistani law.

7. Complaints about Providers

When a complaint is about a Provider, we share it with them and expect a prompt, respectful reply. Providers must cooperate with our investigations. Depending on the outcome, we may warn the Provider, hide or suspend their listing, or report them to their facility or regulator. Hospitals and clinics on DocGini should also have their own complaints process, and we may pass your complaint to it.

8. Records and learning

We keep a record of complaints and their outcomes, in line with our Data Retention & Records Management Policy, and review them regularly to find and fix recurring problems.

9. Changes to this Policy

We may update this Policy from time to time. Material changes will be notified at least seven (7) days before they take effect, in the same way as changes to the Terms of Service. Open complaints are handled under the version in force when they were raised.

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