Draft pending review by counsel. This text has not yet been reviewed by a lawyer and may change before it takes effect.
Our Grievance Officer
- Name: Grievance Officer (to be appointed)
- Email: grievance@veripres.example
- Post: Grievance Officer, Obelisk Techno Solution Private Limited, registered office address to be added, Ahmedabad, Gujarat, India
The Grievance Officer handles complaints about Veripres and answers questions about how we use your personal data.
What you can raise
For example:
- an entry in your access log that you do not recognise;
- sharing that did not stop when you asked, or a consent that was not respected;
- a request to see, correct, update or delete your data that we did not handle properly;
- something wrong in your record;
- how a doctor, clinic or pharmacy used Veripres;
- content on Veripres that you believe is unlawful or harmful;
- anything else about our Terms of Use or Privacy Notice.
How to raise a grievance
By email or post. Write to the Grievance Officer at the address above. Please include:
- your name;
- the mobile number or email address on your Veripres account, or your Veripres ID;
- what happened, and when;
- what you would like us to do.
Do not send one-time codes, and send only the health information we need to understand the problem. We will never ask you for a one-time code.
In the app. For an entry in your access log, tap "I don't recognise this". This flags the entry to the Veripres team straight away. If you also want a written reply, email the Grievance Officer.
For someone else. If you are acting for someone else, as their parent, lawful guardian or nominee, tell us. We may ask for proof.
Before we act, we may need to confirm that a request comes from you.
How quickly we respond
| Step | Time |
|---|---|
| We acknowledge your grievance | Within 24 hours of receiving it |
| We resolve it, and tell you what we did and why | Within 7 days of receiving it |
Some complaints have shorter legal deadlines, such as a request to remove certain unlawful content. We will meet those deadlines.
If we cannot do what you ask, we will explain why.
If you are not satisfied
- Data Protection Board of India. If your complaint is about your personal data and you are not satisfied with our answer, you can complain to the Data Protection Board of India. You can also do this if we do not answer in time. The law asks you to use our grievance process first. The Board was set up under the Digital Personal Data Protection Act, 2023, and its complaint process applies once the relevant parts of the Act are in force, currently scheduled for May 2027.
- Grievance Appellate Committee. If your complaint is about content on Veripres, you may be able to appeal our Grievance Officer's decision to a Grievance Appellate Committee. You must appeal within 30 days of our decision. These committees are set up under the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.
- Other remedies. You keep any other rights you have under Indian law.
Please be fair
The law asks everyone who complains to give true information, and not to make false or frivolous complaints.