Grievance process
Last substantive update 28 Aug 2026
A named person handles complaints. The timelines below are our internal targets; the statutory timelines in force at launch govern and will be published here once confirmed by counsel.
Grievance officer
Email grievance@thedoctorindex.in. Include the page URL, what is wrong, and how to reach you. Every complaint is acknowledged within 24 hours with a reference number.
Timelines
| Type | Initial assessment | Resolution target |
|---|---|---|
| Impersonation, privacy breach, safety | 4 hours | 72 hours |
| Incorrect profile information | 24 hours | 3 business days |
| Review report or appeal | 24 hours | 48 hours |
| Data access, correction or erasure | 24 hours | As required by the DPDP Rules |
| Lawful order or court matter | Immediate escalation | As required by the order |
What happens to your complaint
- It is logged with evidence and assigned to a person who did not create the content in question.
- Serious allegations — malpractice, criminal conduct, fraud, threats — go to a trained escalation queue.
- Both parties to a dispute may appeal once. Appeals are decided by someone new to the case.
- The decision, reason and evidence are preserved privately.
Other policies
- Verification methodology — What each verification label on a doctor profile means, which source it was checked against, and how often it is re-checked.
- Ranking and sorting — The published weights behind organic result order, and our commitment that payment is never an input to it.
- Review policy — What patients may write, what doctors may reply, what we refuse to sell, and our internal moderation targets.
- Corrections, appeals and takedowns — How to challenge anything on a public page, how removal and merges are handled, and what provenance we keep.
- Editorial and medical review policy — Who writes and reviews health content on this site, how sources are handled, and what we will not publish.
- Advertising and sponsorship policy — What can and cannot be paid for on this platform, and how anything sponsored is separated and labelled.
- Privacy policy — What personal data this platform collects, why, for how long, and the rights you have over it under the DPDP Act.
- Terms of use — The rules for using the directory, for doctors listing on it, and for anyone posting a review.