Grievance Redressal Policy · Version 1.0 · Prepared 10 September 2026 · Effective 1 September 2026. Oncology Mitra is operated by ZTS Global Ventures Private Limited (CIN U62090UP2026PTC247240 · GSTIN 09AADCZ0004D1ZU), E-1190, E Block, Rajajipuram, Lucknow, Uttar Pradesh 226017.
1. Our Grievance Officer
In accordance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the Consumer Protection (E-Commerce) Rules, 2020 and the Digital Personal Data Protection Act, 2023, we have appointed a Grievance Officer.
Grievance Officer
- Name
- Mansi Dham
- Phone
- +91 78807 62277
- support@oncologymitra.com
- Post
- E-1190, E Block, Rajajipuram, Lucknow, Uttar Pradesh 226017
We aim to acknowledge every grievance within 48 hours and resolve it within 15 days. See our Grievance Redressal page for the full process. Raising a grievance does not affect any statutory remedy available to you.
2. What you can raise
- A concern about a service, session or Provider
- A billing, programme fee or refund dispute
- A concern about how your personal or health information has been handled
- Content in the OM Community that you believe breaches our Guidelines
- A request to exercise a data right that has not been actioned
- Anything else you believe we have got wrong
3. How to raise it
Contact the Grievance Officer by email, phone or post using the details above, or use the complaint option in the OM app. No particular wording is required. To help us act quickly, please include:
- your name and the mobile number or email on your account;
- what happened, and when;
- any booking reference, session date or Provider name involved;
- what outcome you are seeking.
We may need to verify your identity proportionately before discussing account details. You may ask someone to raise a grievance on your behalf; we will need your authority to respond to them.
4. What happens next
- Acknowledgement — within 48 hours of receipt, with a reference number.
- Investigation — we look into what happened, which may include speaking with the Provider concerned and reviewing technical records. Confidential clinical content is accessed only to the extent necessary.
- Resolution — we aim to resolve every grievance within 15 days, and in any event within the period required by law. If we need longer, we will tell you why and when to expect an answer.
- Outcome — we will explain our decision and any action taken. If you are not satisfied, you may ask for it to be reviewed by a senior member of the team.
5. Urgent safety concerns
The grievance process is not an emergency channel. Oncology Mitra is not an emergency service. In immediate danger in India, call 112 or seek emergency care. If you have an urgent concern about a Provider's conduct that places someone at risk, say so clearly and we will prioritise it.
6. Your other rights
Raising a grievance with us never removes your right to approach a consumer forum under the Consumer Protection Act, 2019, the Data Protection Board of India, a professional regulator, or a court. You will not be treated less favourably for making a complaint in good faith.
7. Records
We keep a proportionate record of grievances and their outcomes to evidence how they were handled and to improve our services. These records are held under restricted access and retained as described in our Privacy Notice.