Legal and trust
Grievance Redressal
If something has gone wrong, we want to hear about it directly. This page explains how to raise a concern and what happens next.
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How to raise a concern
Email [email protected] with what happened and what you would like us to do. If you have an account, you can also raise a concern from within My Opwel.
What happens next
We acknowledge every concern on receipt, investigate it, and come back to you with what we found and what we are doing about it.
Clinical concerns are reviewed by a clinician who was not involved in the original decision.
Timelines
We acknowledge every concern within 7 days of receiving it.
Where a concern relates to your personal data, we complete verified requests within 90 days at the outer limit set by the Digital Personal Data Protection Rules. Most are resolved well inside that, and we will tell you if yours is going to take longer than we first estimated.
Grievance officer
The Digital Personal Data Protection Act 2023 requires us to publish a named contact point for any question, correction, deletion or complaint about your personal data, whether or not you are making a formal request.
You can reach Opwel’s grievance officer at [email protected], and we will route your request to them directly.
If you are not satisfied
If our response does not resolve things, you can escalate to the relevant regulator or consumer forum. We will tell you which one applies to your concern.
For anything about your personal data, that route is the Data Protection Board of India, using the process the Board publishes. You do not need our permission or involvement to go to the Board.