Mediimpact Healthcare Pvt Ltd. (the Company) is engaged in the following business segment.
Mediimpact Healthcare Private Limited (Mediimpact) is the creator of Medpass, India‟s only
Healthcare mobile co-branded wallet app dedicated for usage across healthcare and wellness
providers and Mediimpact other business lines are supplying Medical devices and consumables.

About Medpass

Medpass is a digital platform that supports consumers to improve the management of their health
expenditures. and this wallet can be used at healthcare providers such as hospitals, clinics,
doctor‟s, laboratories and pharmacies and other healthcare providers.
As a service provider industry, customer service and customer satisfaction are the prime
concerns of the Company and the object of this policy is to minimize instances of customer
complaints through proper service delivery and review mechanism and prompt redressal of
various types of Customer Grievance Redressal Policy customer complaints.
This is done by setting up an internal two tier system in the form of “Customer Support” and a
grievance redressal mechanism in the form of “Customers Grievance Redressal Committee”, as
hereinafter provided.

1. This Policy is called the “Customers Grievance Redressal Policy”.
2. It shall apply to the business of the Company in India.
3. It shall apply only to Medpass Health Wallet business.
4. It is available on the website of the Company

Section 1 – Definitions

1. „Company‟ shall mean Mediimpact Healthcare Private Limited which is carrying on the
   business of Healthcare mobile co-branded wallet app facilitating payment solutions to the
   Customer for providing cashback services through any digital/electronic medium.
2. „Complainant‟ shall mean the Customer who has a Grievance.
3. „Customer‟ shall mean the holder and/or user of Medpass Wallet of the Company.
4. „Grievance‟ shall mean communication in any form by a customer that expresses
   dissatisfaction about an action or lack of action by, or about the standard of service of the
   Company and/or its representative, in relation to use of Medpass Wallet.
5. „Medpass Wallet‟ shall mean the activated and valid Semi-closed prepaid wallet and all
   variants of the same issued by the Company in association with Weizmann Impex.
6. „Payment System‟ means a system that enables payment to be effected between a payer
   and a beneficiary involving clearing, payment or settlement service or all of them but
   Customer Grievance Redressal Policy does not include a stock exchange.
7. „Redressal‟ shall mean the final disposal of the Grievance of the Complainant by the
   Company.
8. „System Provider‟ shall mean a person who operates and authorizes payment system.
9. „Week‟ shall mean consecutive seven Working Days.
10. „Working Day‟ shall mean any day (other than Sunday & Public Holiday) on which the
    Company‟s Corporate Office is open for business.

Section 2 – Principles Governing Company’s policy
The Company‟s policy on grievance redressal is governed by the following principles:

1. Customer shall be treated fairly at all times.
2. Complaints raised by customers shall be attended with courtesy and in time.
3. Customers shall be fully informed of avenues for grievance redressal within the
   organization and their right to approach the Customers Grievance Redressal Committee
   in case they are not fully satisfied with the response of the Customer Support.
4. The Company‟s Officer-in-Charge of Customer Support must work in good faith keeping
   in mind this policy of the Company.
   Section 3 – Process to handle Customer Grievances
   Grievances by the holder and/or user of Medpass Wallet:
5. Two Tier Grievance Redressal System
6. The Company has established customer grievances redressal machinery functioning at
   two levels:
   1.
7. Customer Support*
8. Customers Grievance Redressal Committee

*Customer Support: Customers to reach out to their respective business manager for any
customer complaints. The Business manager in turn reach out to Mediimpact support team.

Function and Authority

The Customer Support is responsible for the resolution of queries of all customers. The Officer-
in-Charge of Customer Support is responsible for ensuring resolution of all queries received at

Customer Support to the customer‟s satisfaction.

Constitution
The customers who are not satisfied with the resolution of their queries by the Customer Support
can approach the Customers Grievance Redressal Committee (“the Committee”) for redressing
their grievances. The Committee shall consist of two members out of whom one will be
designated by the Company and the other would be an independent person who has fairly
requisite knowledge of the Laws, who is not office-bearer, employee, director or any other
person/s who has/have any interest of whatsoever nature in the Company.

This committee, at present, consists of three escalations:
Escalation Matrix
The three escalation levels are as below of three escalations:
Escalation Level – 1
Write to Customer Support team – support@medi-impact.com
Phone Number: + 91 90087 33988
Response Time: Two Business Days
Escalation Level – 2
Write to Manager Customer Service: manager@medi-impact.com
Number: + 91 80950 19922 / 90089 83388
Response Time: Seven Business Days
Escalation Level – 3
Write to Nodal Officer – nodal@medi-impact.com
Number: +91 7030487187
Response Time: FifteenBusiness Days

Escalation Level – 4
Write to Nodal Officer Weizmann Impex – escalations@weizmannimpex.com
Number: 022 – 62121500