Legal
Grievance Officer
If something has gone wrong with a booking, a payment, a member of staff or your personal data, tell us. Our Grievance Officer makes sure every complaint is recorded, answered and resolved.
DRAFT — pending legal review
This page is a draft. It has not yet been reviewed by a lawyer and may change before the Dr.20 app launches.
- Last updated:
- Version:
- 0.1 (draft)
Grievance Officer details
Grievance Officer
- Name
- J John Milton
- Designation
- Managing Trustee and Grievance Officer, DR20 TRUST
- grievance@dr20.in (pending)
- Phone
- +91 XXXXX XXXXX (pending)
- Registered office
- DR20 TRUST, 4-214 S, Vadakkankulam Road, Near New Water Tank, Kavalkinaru – 627105, Radhapuram Taluk, Tirunelveli District, Tamil Nadu
What you can raise
- Bookings, visits, shifts or the conduct of staff.
- Payments, invoices and refunds.
- Your personal data: access, correction, deletion or misuse.
- Your account, including account deletion.
- Content in the app or on this website that you believe is unlawful or harmful.
- Anything else about the Dr.20 app or DR20 TRUST's services.
How to raise a grievance
- In the app, open the support section and raise a complaint.
- Or email the Grievance Officer at the address above.
- Or write to the Grievance Officer at the registered office address above.
Please include your name, your registered mobile number, the booking or invoice number if there is one, what happened, and what you would like us to do.
What happens next
| Step | Timeline |
|---|---|
| Your complaint is recorded and given a ticket number | Straight away in the app; with our acknowledgement for email and post |
| We acknowledge your complaint | Within 24 hours |
| We resolve your complaint and tell you the outcome | Within 7 days |
These timelines follow the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, as amended in 2026. You can use your ticket number to check the status of your complaint at any time.
If you are not satisfied
- Reply to our resolution message with your ticket number and ask for a review. The Trust's Managing Trustee will review the complaint.
- For complaints about personal data, you can approach the Data Protection Board of India once its complaint process applies.
- For consumer complaints, you can call the National Consumer Helpline on 1915, or approach a consumer commission.
- For complaints about a doctor's professional conduct, you can also write to the Tamil Nadu Medical Council.
Not for emergencies
The grievance process is not for emergencies. In an emergency, call 108 or 112.