Complaints & Grievance Redressal Policy

This policy applies to all patients and customers using services at Arogyasetu Lifecare Diagnostic Center, including pathology, blood and urine testing, health checkups, corporate testing, and other healthcare-related services provided at our centers or through home collection.

The primary objective of this policy is to ensure all grievances are handled promptly, fairly, and effectively to improve patient experience and maintain service excellence. It covers any dissatisfaction related to staff behavior, test results, communication, or facility issues.

Patients or guardians can report their concerns through any of the following methods:

• Email: corporate@nvgtcare.com | info@nvgtcare.com | nvgtcareservices@gmail.com | info@arogyasetulifecarediagnostic.com | booking@arogyasetulifecarediagnostic.com
• Phone: +91-7499981243 | +91-7499781113 | +91-7499997044 | +91-7276222088 | +91-8421722250
• In-person: Visit our reception and meet the Center Service Team.
• Written Complaint: Submit at our head office:
  NVGT Care Services Pvt. Ltd.
  Kankariya’s The Address, Office No. 101,
  In front of Mahavir Super Market,
  Jail Road, Nashik Road, Nashik, Maharashtra – 422101

• Patient’s full name, contact details, and ID/reference number (if available)
• Date and time of the incident or issue
• Details of the complaint and department involved
• Supporting documents or reports, if applicable

Acknowledgement: All grievances will be acknowledged within 24 hours of receipt.

Investigation: The grievance team reviews relevant records and communicates with involved parties.

Resolution: A response will be shared within 48 working hours. If more time is needed, an interim reply will be sent.

Follow-up: Feedback is taken to ensure satisfaction and improvement.

If not satisfied with the resolution, the complainant may escalate the matter to:

• Internal Escalation: grievance@nvgtcare.com (addressed to Senior Management, NVGT Care Services Pvt. Ltd.)
• External Authorities: In unresolved cases, patients may contact relevant regulatory bodies as per law.

All complaints will be treated confidentially. Patients are assured that filing a grievance will not affect the quality of care. Retaliation or discrimination against complainants will not be tolerated under any circumstances.

The policy adheres to healthcare regulations and will be reviewed annually to ensure ongoing improvement and compliance with updated standards.

Any grievance with potential legal implications will be immediately forwarded to the Legal Support Team for action and coordination with external counsel if needed. Communication with the complainant will remain open while protecting the organization’s legal rights.

Laboratory Operations Unit:
Arogyasetu Lifecare Diagnostic Center
Shop No. 14, 22, Indraprasth Building,
Triveni Park, Near Manjula Mangal Karyalay,
Jail Road, Nashik Road, Nashik – 422101
📞 +91-8421722250
🌐 www.arogyasetulifecarediagnostic.com
📧 info@arogyasetulifecarediagnostic.com | booking@arogyasetulifecarediagnostic.com | corporate@arogyasetulifecarediagnostic.com | arogyasetulifecare@gmail.com

This policy is subject to periodic updates. Arogyasetu Lifecare Diagnostic Center and NVGT Care Services Pvt. Ltd. reserve the right to modify or amend this policy as required by law or operational needs. By using our grievance redressal mechanism, stakeholders agree to the terms outlined in this policy.

Last Updated: October 2025
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