Report and Grievance Policy

1. Purpose

The purpose of this Report and Grievance Policy is to ensure transparency, reliability, and patient satisfaction in the delivery of diagnostic reports and services by Jeeva Nexus Pathlabs. This policy outlines how patients can report issues, raise grievances, and seek timely resolutions for any concerns related to laboratory services, test reports, or staff conduct.

2. Scope

This policy applies to all patients, healthcare providers, partners, and website users who avail services through Jeeva Nexus Pathlabs, including:

• Laboratory diagnostic tests and health packages
• Home sample collection and report delivery
• Customer service and support interactions
• Website and mobile application users

3. Report Handling and Delivery

• All diagnostic reports are prepared by qualified professionals following standard testing procedures and quality control norms.
• Reports may be delivered through multiple channels such as printed copies, email, or secure digital portals.
• While every effort is made to deliver reports within the communicated time frame, occasional delays may occur due to technical, medical, or logistical reasons. Such delays do not constitute negligence.
• If a report appears incomplete, incorrect, or delayed, patients are encouraged to contact our customer support immediately for assistance or re-verification.

4. Reporting Errors or Inconsistencies

Patients or their authorized representatives may report issues related to test results, sample collection, or report delivery through the following channels:

• By sending an email to: info@jeevanexuspathlabs.com
• By using the contact form available at: https://jeevanexuspathlabs.com/contact-us/
• By calling our customer helpline: +91 8404956699

Patients should include their name, contact details, test reference number, and a clear description of the issue in their report.

5. Grievance Redressal Procedure

We follow a structured grievance redressal mechanism to ensure fair and timely handling of all concerns:

1. Initial Review: Upon receiving a complaint or grievance, our support team will acknowledge receipt within 24 to 48 hours.
2. Investigation: The case will be assigned to the relevant department (technical, collection, or reporting) for verification and corrective action if required.
3. Resolution: Most grievances are resolved within 7 working days from the date of receipt, depending on the complexity of the issue.
4. Communication: The resolution details or corrective steps will be communicated to the complainant via email or phone.

6. Types of Grievances Covered

• Errors or discrepancies in diagnostic test reports
• Delays in sample collection or report delivery
• Improper or unsafe sample handling
• Professional misconduct or service-related complaints
• Website, booking, or payment-related issues
• Privacy or data protection concerns

7. Patient Responsibilities

• Patients are required to provide accurate and complete personal and test information to facilitate proper investigation and resolution.
• Complaints must be raised promptly — preferably within 7 days of report receipt — to ensure proper traceability of records and samples.
• Patients must preserve copies of reports, invoices, and communications for reference during grievance resolution.

8. Confidentiality and Data Protection

All grievances and personal data shared for complaint resolution are treated with strict confidentiality. Patient details are not disclosed to unauthorized persons under any circumstances. Data handling during grievance redressal follows the principles outlined in our Privacy Policy.

9. Escalation Matrix

If a patient is not satisfied with the initial resolution, they may escalate the issue as follows:

1. Level 1: Contact Customer Support at info@jeevanexuspathlabs.com
2. Level 2: Escalate to the Quality & Compliance Officer at support@jeevanexuspathlabs.com
3. Level 3: If still unresolved, the issue may be referred to appropriate regulatory or consumer grievance authorities as per applicable laws.

10. False or Malicious Complaints

Jeeva Nexus Pathlabs reserves the right to take necessary legal or administrative action against individuals who intentionally submit false, misleading, or defamatory complaints.

11. Continuous Improvement

We are committed to maintaining high standards of diagnostic quality and customer satisfaction. Feedback received through grievance reports is periodically reviewed to improve internal processes, staff training, and service efficiency.

12. Jurisdiction and Governing Law

This Report and Grievance Policy shall be governed by and interpreted in accordance with the laws of India. Any disputes, legal proceedings, or claims related to grievance redressal or service quality shall be subject to the exclusive jurisdiction of the competent courts located in Jamshedpur, Jharkhand.

13. Contact Information

For queries or to file a complaint, please contact: