This policy outlines the process by which Users of the Health Saathi platform can raise concerns or complaints and ensures that all grievances are addressed on a best-effort basis, promptly, fairly, and transparently.
We are committed to ensuring the highest standards of facilitation, administrative handling, privacy, and ethical conduct in line with Indian regulatory frameworks.
Capitalised terms used here but not defined shall have the same meaning as ascribed to them in the Terms and/or the Privacy Policy unless the context otherwise requires.
This policy applies to all registered users, partners, volunteers, and members who access services subject to acceptance of this policy and related terms via:
You may raise a grievance for:
As per Rule 3(11) of the IT Rules, 2011 and DPDP Act, 2023:
Grievance Redressal Officer
Name: The Grievance Redressal Executive
Email: support.healthsaathi@aimym.org
Address: National Headquarters, 3432/13, Hasan Building, 2nd Floor, Nicholson Road, Kashmere Gate, Delhi – 110006, INDIA.
Working Hours: Monday to Friday – 10:00 AM to 6:00 PM (IST)
You may file a grievance subject to this policy and applicable laws by:
Your complaint must include:
| Step | Timeline |
|---|---|
| Acknowledgement of grievance | Within 7 calendar days |
| Investigation and assessment | Within 15 calendar days |
| Final resolution | Within 30 calendar days |
In case of high volume of grievances, complex or multi-party issues, the timeline may be extended at the sole discretion of AIMYM (you will be informed).
If you are unsatisfied after exhaustion of internal remedies with the response of the Grievance Officer, you may escalate the matter to:
National Convenor – Health Saathi
Email: connect.healthsaathi@aimym.org
All grievance records and user identity details will be handled with strict confidentiality, subject to legal, regulatory, and enforcement requirements, and used only for resolution purposes. Personal details of you can be shared within AIMYM and the Service Provider for resolving the grievances and other administrative purposes.
This policy will be reviewed periodically and updated as required to reflect:
The latest version will always be available on the Health Saathi website and app.
By using the Health Saathi card/platform, members and users agree that AIMYM and its office bearers, volunteers, affiliates, and representatives shall not be liable for any loss, injury, harm, claim, expense, or dispute arising directly or indirectly including acts, omissions, negligence, medical outcomes, pricing disputes, service denial, or third-party conduct from any third-party service. Users agree to fully indemnify and hold harmless AIMYM against all claims, demands, damages, costs, and legal expenses.
Filing a grievance does not create any additional rights or liabilities. Health Saathi aims to resolve all matters internally without admission of liability.