1.       Scope

1.1.   Antara is committed to providing excellent service and addressing the concerns of its Users in a fair and timely manner. This Grievance Redressal Policy outlines the steps and procedures for addressing and resolving grievances raised by Users of the Platform.

1.2.   The Grievance Redressal Policy governs the redressal process for any concerns that any User may have related to Products purchased or Services availed through the Platform and the same shall form an integral part of Platform T&Cs.

1.3.   This policy also governs grievances related to personal data processing under the Digital Personal Data Protection Act, 2023 (DPDP Act) and the General Data Protection Regulation (GDPR).

 

2.       Appointment of Grievance Officer:

2.1.   Antara hereby appoints a Grievance Officer to address any grievances, complaints, or concerns raised by the Users of the Platform.

2.2.   The Grievance Officer's details are as follows:

a)    Name: Dr. Mandeep Singh

b)    Designation: Grievance Officer

c)    Contact Number: +91-8826380067

d)    Email: Grievance@antaraseniorcare.com

e)    Working Days: Monday to Friday

f)     Working Hours: 10:30 am to 6:30 pm

 

3.       Role of the Grievance Officer:

3.1.   The Grievance Officer shall act as a point of contact for Users to report any issues related to the services provided by Antara, including but not limited to Product quality, customer support, Platform functionality, or any other matters.

3.2.   The Grievance Officer shall be responsible for ensuring that all grievances are addressed and resolved in a timely, efficient, fair, impartial and professional manner, in accordance with applicable laws and internal grievance redressal mechanism.

3.3.   The Grievance Officer shall maintain confidentiality while handling complaints and grievances.

3.4.   The Grievance Officer shall document and maintain records of all complaints received and actions taken to resolve them.

3.5.   The Grievance Officer shall be an individual possessing adequate knowledge and understanding of the applicable laws, rules, regulations, and policies relating to consumer protection and grievance redressal mechanisms.

 

4.       Lodging a Complaint or Grievance:

4.1.   Users may lodge a complaint or grievance by reaching out to the Grievance Officer through the provided contact details.

4.2.   Complaints or grievances can be communicated via email, phone, or any other communication channel as specified by Antara.

4.3.   Users shall provide complete and accurate details of the grievance, including relevant order or transaction details, to enable the Grievance Officer to understand and address the issue effectively.

5.       Grievance Resolution Process:

5.1.   Acknowledgment of Complaint:

5.1.1.The Grievance Officer shall acknowledge the receipt of the complaint or grievance promptly, preferably within 24 hours.

5.1.2.The acknowledgment shall include the date, time, and a unique reference number for future reference and records.

5.2.   Investigation and Resolution:

5.2.1.The Grievance Officer shall conduct a thorough investigation of the complaint or grievance received from the User.

5.2.2.The investigation may involve gathering information, reviewing relevant records, and communicating with the concerned departments or parties involved within Antara.

5.2.3.The Grievance Officer shall aim to resolve the grievances related to personal data protection shall be resolved within the period prescribed under the DPDP Rules (once notified by MeitY). For GDPR-related requests, responses shall be provided within one month of receipt, extendable by two months where necessary, with reasons for delay communicated to the data subject.

5.3.   Communication and Updates:

5.3.1.The Grievance Officer shall maintain regular communication with the User, providing updates on the progress of the grievance resolution via email.

5.3.2.The Grievance Officer shall respond to any queries or requests for information from the User promptly and transparently.

5.4.   Resolution and Closure:

5.4.1.Once a resolution has been identified, the Grievance Officer shall communicate the resolution to the User via email.

5.4.2.The Grievance Officer shall make best efforts to ensure that the resolution is implemented promptly.

5.4.3.The Grievance Officer shall seek confirmation from the User regarding their satisfaction with the resolution and the closure of the grievance via email.

 

6.       Reporting and Analysis:

6.1.   The Grievance Officer shall prepare periodic reports summarizing the nature of grievances, the actions taken for resolution, and any recommendations for improvement.

6.2.   Antara shall analyze the data and trends from the grievance reports to identify systemic issues and implement preventive measures to enhance the user experience and minimize future grievances.

6.3.   All grievances, investigation steps, and resolutions shall be documented and retained for a minimum of eight (8) years, in line with Antara’s Data Retention Policy. These records may be subject to regulatory audit or supervisory authority inspection (GDPR/DPDP)

7.       Appointment of Nodal Officer

7.1.   In compliance with the Consumer Protection (E-Commerce) Rules, 2020, the Company has designated a resident nodal person ("Nodal Officer") who is responsible for ensuring adherence to the provisions of the Consumer Protection Act, 2019, and the rules established under it. In the event of any escalation of complaints, you may contact the Nodal Officer.

7.2.   The contact details of the Nodal Officer are as follows:

a)    Name: Prateek Sood

b)    Designation: Nodal Officer

c)    Contact Number: +91-8800001320

d)    Email: Nodal@antaraseniorcare.com

e)    Working Days: Monday to Friday

f)     Working Hours: 10:30 am to 6:30 pm

 

7.3.   If the User is not satisfied with the resolution provided by the Grievance Officer, then User may escalate the matter to a higher authority within Antara, i.e., the Nodal Officer.

7.4.   Users can reach out to the Nodal Officer via email, phone, or any other specified communication channel.

7.5.   The Nodal Officer shall acknowledge the escalated complaint within a reasonable time frame, preferably within forty-eight (48) working business hours.

7.6.   The acknowledgment will include the date, time, and unique reference number for the escalated grievance. 

7.7.   The Nodal Officer will re-evaluate the complaint or grievance independently, considering all the relevant information and records.

7.8.   The investigation may involve conducting additional inquiries, consulting with relevant departments or stakeholders, and seeking expert opinions if required.

7.9.   Based on the re-evaluation and investigation, the Nodal Officer will strive to provide an enhanced resolution to address the User's concerns.

7.10.    The enhanced resolution may include additional actions, compensations, or alternative remedies, as deemed appropriate.

7.11.    The Nodal Officer will maintain regular communication with the User, providing updates on the progress of the escalated grievance resolution via email.

7.12.    Once the enhanced resolution is identified, the Nodal Officer will communicate the resolution to the User.

7.13.    The Nodal Officer will ensure the prompt implementation of the enhanced resolution and seek confirmation from the User regarding their satisfaction with the resolution.

7.14.    After the resolution is implemented, the Nodal Officer will close the grievance case and document the details of the resolution and any subsequent actions taken.

7.15.    The Nodal Officer may conduct a follow-up with the User to ensure their ongoing satisfaction and address any additional concerns, if necessary.

7.16.    If the grievance is not resolved satisfactorily through Antara’s internal redressal mechanism, the complainant may escalate:

a)       DPDP Act: To the Data Protection Board of India, after exhausting Antara’s internal redressal mechanism.

b)      GDPR: To the Supervisory Authority in their EU Member State of residence, workplace, or place of infringement, as per Article 77.

 

8.       DPO roles and responsibilities:

8.1.   The Data Protection Officer (DPO) shall oversee grievance handling related to data subject rights, act as a liaison with supervisory authorities, and ensure timely resolution.

8.2.   The Legal/Compliance team shall support regulatory reporting and escalations, where applicable.

 

9.       Amendments to the Policy:

9.1.   Antara reserves the right to amend or modify this Grievance Redressal Policy at any time. Any changes to the policy shall be communicated to the Users through the Platform or other appropriate means.

 

10.   Acknowledgment:

10.1.    By using the Platform, Users acknowledge and agree to comply with this Grievance Redressal Policy. Antara aims to ensure transparency, accountability, and effective resolution of grievances, thereby enhancing the overall user experience on the Platform.