1. Introduction

At Tr 2nd Opinion (https://2nd.thinkroman.com), we are committed to resolving user grievances efficiently and transparently. This Grievance Redressal Policy outlines the process for users to report concerns related to our telemedicine services, payments, data privacy, and platform usage.

This policy complies with:

• ✅ IT Rules, 2021 (Intermediary Guidelines and Digital Media Ethics Code)
• ✅ Digital Personal Data Protection (DPDP) Act, 2023
• ✅ Consumer Protection (E-Commerce) Rules, 2020

2. Scope of Grievances

Users can raise grievances related to:

• Telemedicine consultations (quality, doctor conduct, service issues).
• Payment failures, incorrect charges, refund disputes.
• Data privacy concerns or security issues.
• Prescription errors or misuse.
• User account issues (suspensions, unauthorized access, technical issues).

3. Grievance Officer Details

As per IT Rules, 2021, Tr 2nd Opinion has appointed a Grievance Officer for handling complaints.

• 📧 Email: contact@thinkroman.com
• 📍 Jurisdiction: Hyderabad, Telangana, India

4. Grievance Filing Process

4.1 How to File a Complaint

Users can submit grievances via:

• 📧 Email: Send a detailed complaint to contact@thinkroman.com.
• 📍 Online Form: (If applicable, provide the link to a complaint submission form).
• 📞 Phone Support: (If applicable, provide a support number).

4.2 Information Required in Complaint

To process grievances efficiently, users must provide:

• Full Name & Registered Email ID
• Nature of the complaint (telemedicine, payment, privacy, etc.)
• Date & Time of the issue
• Consultation ID or Transaction ID (if applicable)
• Supporting documents/screenshots (if any)

5. Grievance Resolution Timeline

All complaints are acknowledged within 24 hours. Resolution timelines:

• Telemedicine Consultation Issues: 3 working days
• Payment & Refund Disputes: 7 working days
• Data Privacy & Security Concerns: 10 working days
• Account Suspension/Access Issues: 5 working days