Medpas Health | Bangalore, Mysore, Mumbai

Mediimpact Healthcare Pvt Ltd. (the Company) is engaged in the following business segment. Mediimpact Healthcare Private Limited (Mediimpact) is the creator of Medpass, India‟s only Healthcare mobile co-branded wallet app dedicated for usage across healthcare and wellness providers and Mediimpact other business lines are supplying Medical devices and consumables.

About Medpass

Medpass is a digital platform that supports consumers to improve the management of their health expenditures. and this wallet can be used at healthcare providers such as hospitals, clinics, doctor's, laboratories and pharmacies and other healthcare providers. As a service provider industry, customer service and customer satisfaction are the prime concerns of the Company and the object of this policy is to minimize instances of customer complaints through proper service delivery and review mechanism and prompt redressal of various types of Customer Grievance Redressal Policy customer complaints. This is done by setting up an internal two tier system in the form of “Customer Support” and a grievance redressal mechanism in the form of “Customers Grievance Redressal Committee”, as here in after provided.

This Policy is called the “Customers Grievance Redressal Policy”.
It shall apply to the business of the Company in India.
It shall apply only to Medpass Health Wallet business.
It is available on the website of the Company

Section 1 – Definitions

Company: Mediimpact Healthcare Private Limited, which operates a healthcare mobile co-branded wallet app facilitating payment solutions and offering cashback services to Customers via digital/electronic means.
Complaint: The Customer who has raised a Grievance.
Customer: The holder and/or user of the Medpass Wallet issued by the Company.
Grievance: Any form of communication by a Customer expressing dissatisfaction about an action, inaction, or standard of service provided by the Company or its representatives, related to the use of the Medpass Wallet.
Medpass Wallet: The activated and valid semi-closed prepaid wallet, including all its variants, issued by the Company in partnership with Weizmann Impex.
Payment System: A system that facilitates payments between a payer and a beneficiary, involving clearing, payment, or settlement services, excluding stock exchanges.
Redressal: The final resolution or disposal of the Complainant’s Grievance by the Company.
System Provider: An entity authorized to operate a payment system.
Week: A period of seven consecutive Working Days.
Working Day: Any day, excluding Sundays and public holidays, when the Company’s Corporate Office is open for business.

Section 2 – Principles Governing Company’s policy

The Company's policy on grievance redressal is governed by the following principles:

Customer shall be treated fairly at all times.
Complaints raised by customers shall be attended with courtesy and in time.
Customers shall be fully informed of avenues for grievance redressal within the organization and their right to approach the Customers Grievance Redressal Committee in case they are not fully satisfied with the response of the Customer Support.
The Company’s Officer-in-Charge of Customer Support must work in good faith keeping in mind this policy of the Company. Section 3 – Process to handle Customer Grievances Grievances by the holder and/or user of Medpass Wallet:
Two Tier Grievance Redressal System
The Company has established customer grievances redressal machinery functioning at two levels
Customer Support*
Customers Grievance Redressal Committee

*Customer Support: Customers to reach out to their respective business manager for any customer complaints. The Business manager in turn reach out to Mediimpact support team.

Function and Authority

The Customer Support is responsible for the resolution of queries of all customers. The Officer in-Charge of Customer Support is responsible for ensuring resolution of all queries received at Customer Support to the customer‟s satisfaction.

Constitution

The customers who are not satisfied with the resolution of their queries by the Customer Support can approach the Customers Grievance Redressal Committee (“the Committee”) for redressing their grievances. The Committee shall consist of two members out of whom one will be designated by the Company and the other would be an independent person who has fairly requisite knowledge of the Laws, who is not office-bearer, employee, director or any other person/s who has/have any interest of whatsoever nature in the Company.