Grievance redressal.

Healthcare is intimate work, and sometimes we get it wrong. When that happens, we want to hear about it quickly, clearly and without friction. Every concern raised with Ranovexa is logged, owned by a named officer and closed on a strict clock — because a complaint left open is a promise unkept.

How to raise a concern

Call our 24×7 hotline at +91 83202 94127 (also +91 88668 19132 or +91 92652 15889), write to enquiries@ranovexa.in, or use the "Raise a concern" option inside the Ranovexa app. Please include the booking ID, the caregiver's name if known, and a brief description of what happened. If your concern is clinical, add the treating physician's name so we can loop them in.

What happens next

Within 4 hours, a grievance officer acknowledges the complaint, assigns a unique reference number and shares a first-response summary. Within 24 hours, we close the matter with a written outcome — remedy, refund, clinical review or, where warranted, corrective action against a staff member. Complex clinical matters that need a specialist review are kept open with a daily status update.

Escalation

Any concern not resolved within 24 hours is automatically escalated to the Clinical Board and the Head of Operations. If you remain unsatisfied after our response, you may write directly to the Grievance Officer at grievance-officer@ranovexa.com — an officer independent of the operating team who is empowered to overturn a decision.

What we protect against

Retaliation for raising a concern is a serious violation of our Code of Conduct and is grounds for termination. You can raise a concern anonymously; where you do, we will still investigate but cannot share an outcome with you.

Regulator

If you feel your concern has not been adequately addressed, you may approach the appropriate healthcare regulator in your state. We will share all relevant records with the regulator on request.