GRIEVANCE REDRESSAL POLICY

At Velora Recovery Centre, we are committed to providing a safe, respectful, confidential, and supportive environment for individuals undergoing de-addiction, rehabilitation, and recovery services.

We encourage patients, family members, guardians and visitors to raise any concern, complaint or grievance without fear of discrimination, retaliation or unfair treatment.

1. Purpose of This Policy

This Grievance Redressal Policy explains how you can raise a concern with Velora Recovery Centre and how we aim to review and address such concerns in a fair, transparent and timely manner.

A grievance may relate to matters such as:

Treatment or rehabilitation services
Behaviour or conduct of staff
Patient dignity or respectful treatment
Privacy or confidentiality
Safety concerns
Food, accommodation or hygiene
Fees, billing or payment-related matters
Admission, discharge or transfer procedures
Communication with family members
Visitor or communication restrictions
Medical investigations or additional expenses
Alleged harassment, discrimination, abuse or misconduct
Website, enquiry or communication-related concerns
Any other service-related issue

2. Who Can Submit a Grievance?

A grievance may be submitted by:

A patient/resident
Parent, guardian or authorised representative
Immediate family member, where appropriate
Visitor
Person authorised to act on behalf of the patient
Any individual who has a legitimate concern regarding services provided by Velora

Where a grievance concerns confidential medical or personal information, Velora may require appropriate verification before disclosing information to the person making the complaint.

3. How to Submit a Grievance

A grievance may be raised through the available communication channels of Velora Recovery Centre, including:

Email: [Official Grievance Email]
Phone: [Official Contact Number]
Address: [Centre Address]

The complaint should preferably include:

Name of the person making the complaint
Contact details
Name of the patient, where relevant
Date and approximate time of the incident
Details of the concern or complaint
Names of staff/persons involved, if known
Supporting documents or information, if available
The action or resolution expected, if applicable

Anonymous complaints may also be considered where sufficient information is available to review the concern.

4. Acknowledgement of Complaint

Where contact details are provided, Velora may acknowledge receipt of the grievance and, where appropriate, provide information regarding the next steps.

The time required to review a grievance may depend upon:

Nature and seriousness of the complaint
Availability of relevant records
Requirement to speak with patients, family members or staff
Requirement for medical or administrative review
Whether external parties or authorities are involved

Urgent safety, abuse, medical or emergency-related complaints will be given appropriate priority.

5. Review and Investigation

Velora may review the grievance by:

Examining relevant records
Speaking with the patient or complainant
Obtaining information from relevant staff
Reviewing applicable policies and procedures
Seeking professional or medical input where necessary
Taking corrective or preventive measures where appropriate

The review will be conducted as fairly and objectively as reasonably possible.

Where a complaint involves allegations against a particular staff member, the matter may be reviewed separately to maintain fairness to all parties.

6. Confidentiality and Privacy

Velora will make reasonable efforts to maintain the confidentiality of grievances and personal information provided during the grievance process.

Information may be shared with relevant personnel or external parties only where reasonably necessary for:

Reviewing and resolving the complaint
Providing medical or professional care
Protecting the safety of patients or others
Complying with applicable law
Responding to a lawful request or direction from a competent authority

Personal and health information will be handled in accordance with applicable privacy and data-protection requirements.

7. Protection Against Retaliation

A person raising a genuine grievance should not be subjected to unfair discrimination, intimidation or retaliation merely for making a complaint in good faith.

However, deliberately false, malicious, threatening or abusive complaints may be addressed appropriately.

8. Serious Safety, Abuse or Medical Concerns

Concerns involving physical abuse, sexual abuse, serious threats, unlawful confinement, violence, self-harm, medical emergencies or immediate danger should be reported to Velora staff immediately.

Where necessary, Velora may contact appropriate medical services, emergency services, family/guardian or competent authorities in accordance with applicable law and the circumstances of the case.

A grievance procedure should not be used as a substitute for immediate emergency medical assistance.

9. Medical Treatment Complaints

If a grievance relates to medical treatment, diagnosis, medication, withdrawal management, psychiatric care or another clinical matter, the concern may be referred to the appropriate qualified healthcare professional for review.

Patients and their authorised representatives may be provided with relevant information about their care, subject to applicable law, confidentiality requirements and professional obligations.

10. Financial and Billing Complaints

For concerns relating to:

Programme fees
Advance payments
Additional medical expenses
Laboratory investigations
Medicines
Hospital expenses
Refunds
Billing or receipts

the complainant should provide the relevant invoice, receipt or payment information where available.

Financial grievances will be reviewed in accordance with Velora’s applicable Refund & Cancellation Policy, agreed terms and applicable law.

11. Resolution

Depending on the nature of the grievance, possible corrective actions may include:

Clarification or explanation
Correction of an administrative error
Review of a bill or record
Appropriate service correction
Additional counselling or communication
Internal corrective measures
Staff training or procedural improvement
Referral to an appropriate healthcare professional
Referral to an external authority where legally required or appropriate

Not every complaint will necessarily result in the specific outcome requested by the complainant. Velora will, however, make reasonable efforts to provide an appropriate response based on the facts and applicable requirements.

12. Escalation

If a complainant is not satisfied with the response, they may request further review by the appropriate management or designated grievance authority of Velora Recovery Centre.

Where a matter falls within the jurisdiction of a statutory, regulatory, medical, law-enforcement or other competent authority, the complainant may also have the right to approach such authority in accordance with applicable law.

13. Patient Rights

Nothing in this Grievance Redressal Policy is intended to restrict or remove any rights available to a patient or other person under applicable Indian law.

Patient dignity, privacy, informed participation, access to appropriate care, protection from abuse and the right to raise concerns will be respected subject to applicable legal and clinical requirements.

14. Applicable Legal Framework

This policy is intended to operate in accordance with applicable Indian laws and regulatory requirements, which may include, depending on the nature of the service and circumstances:

Mental Healthcare Act, 2017, where applicable
Narcotic Drugs and Psychotropic Substances Act, 1985, where applicable
Applicable clinical establishment and healthcare regulations in Bihar
Digital Personal Data Protection Act, 2023, and applicable rules/provisions as and when applicable
Other applicable healthcare, privacy, consumer, safety and legal requirements

The applicability of any particular law may depend upon the nature of the services provided, the facility, the patient and the circumstances involved.

15. No Waiver of Legal Rights

Submission of a grievance through Velora’s internal process does not, by itself, prevent a person from exercising any legal or statutory right available under applicable law.

Nothing in this policy is intended to exclude rights or remedies that cannot legally be excluded.

Our Commitment

Your concern matters to us.

Velora Recovery Centre is committed to maintaining a recovery environment based on dignity, safety, confidentiality, respect and responsible care.

Care • Recovery • Rehabilitation • Support