Grievance redressal
Version 2026-08-13 · Last updated 13 August 2026
If something has gone wrong — a refund, a missed appointment, a data request or the consultation itself — this is the fastest way to get it fixed, and it is tracked with defined timelines.
Grievance Officer
Appointed under the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011, the Consumer Protection (E-Commerce) Rules, 2020, and acting as the point of contact for data-protection questions under the Digital Personal Data Protection Act, 2023.
| Name | TO BE COMPLETED |
|---|---|
| Designation | Grievance Officer |
| care@dentalxpert.in | |
| Phone | TO BE COMPLETED |
| Address | TO BE COMPLETED |
| Hours | Monday to Saturday, 10:00–18:00 IST (excluding public holidays) |
How to raise a grievance
Email the Grievance Officer with the subject line “Grievance – [your booking reference]” and include:
- your name and the email address you booked with;
- your booking reference, and the payment or refund reference if it is a money matter;
- what happened, with dates;
- what outcome you are seeking.
What happens next
| Stage | Timeline |
|---|---|
| Acknowledgement with a ticket number | Within 48 hours of receipt |
| Resolution, or a written explanation if we cannot resolve it | Within one month of receipt |
| Data-protection requests (access, correction, erasure, nomination) | Acknowledged within 48 hours and actioned as soon as practicable |
You will get a ticket number in the acknowledgement. Quote it in any follow-up so the history stays together.
If you are not satisfied with our response
You have further routes, and using them does not require our permission:
- Consumer forum. Under the Consumer Protection Act, 2019 you may file a complaint with the District, State or National Consumer Disputes Redressal Commission having jurisdiction, including where you reside. Complaints can also be filed through the National Consumer Helpline (1915) or the e-Daakhil portal.
- Data Protection Board of India. For a complaint about how your personal data has been handled, you may approach the Board once it is operational, after first raising it with our Grievance Officer as the Act requires.
- State Dental Council. For a complaint about the professional conduct of the dentist, you may complain to the State Dental Council with which they are registered, or to the Dental Council of India.
- Payment disputes. Your bank or UPI provider has its own dispute process, and the RBI Ombudsman scheme covers unresolved payment complaints.
What we ask of you
Please raise a grievance with us before escalating — most issues, especially refunds and missing emails, are resolved within a day. Please also keep communication civil; we reserve the right to stop engaging with abusive correspondence, though we will still process your complaint on its merits.