Legal

Grievance Policy

How to raise a complaint and contact our designated Grievance Officer under Indian law.

Effective April 30, 2026Version 1.0

Grievance Redressal

Last Updated: 30 April 2026

1. Introduction

At The Smile Grid (“SmileGrid,” “we,” “us,” or “our”), we are committed to addressing complaints, grievances, and concerns in a fair, timely, and transparent manner.

This Grievance Redressal page explains how users, customers, website visitors, and other affected individuals may raise concerns relating to:

Privacy and personal data
Account access or misuse
Platform behavior or operational issues
Security concerns
Incorrect or outdated information
Service-related complaints
Other lawful concerns relating to the SmileGrid platform or website

2. Scope

This grievance process applies to concerns related to:

The public SmileGrid website
Platform administration interfaces
Tenant workspaces, where applicable
Product access and account-related concerns
Privacy and data-related concerns
Customer support or communication issues
Security or misuse concerns

This page should be read together with our:

Terms of Use
Privacy Policy
Security Overview
Any applicable customer agreement or support arrangement

3. When to Use This Process

You may use this grievance process if you wish to report or raise concerns such as:

Your personal data is inaccurate or incomplete
You believe your data has been handled improperly
You are unable to access your account due to an issue requiring review
You believe there has been unauthorized use of the platform
You wish to raise a complaint about SmileGrid’s services or communications
You need escalation beyond a standard support interaction
You wish to raise a concern regarding security, misuse, or platform conduct

This grievance process is intended for legitimate concerns and should not be used for spam, abusive messages, or unlawful demands.

4. How to Submit a Grievance

You may submit a grievance by contacting the designated grievance contact listed below.

Please include, where possible:

Your full name
Your email address
Your phone number, if available
The organization or clinic name, if relevant
A clear description of the grievance
Relevant dates and timeframes
Any supporting information, screenshots, or references
The outcome or resolution you are seeking, if known

Providing complete and accurate information helps us review and respond more efficiently.

5. Grievance Contact

You may contact our grievance function using the details below:

Grievance Officer / Grievance Contact [Name / Designation] The Smile Grid [Legal Entity Name] [Registered Address] Email: [grievance@thesmilegrid.com] Phone: [●]

If you are submitting a grievance through a public contact form or support form, please ensure that you clearly indicate that your message is a grievance or formal complaint.

6. Information We May Require

In order to review and process a grievance, we may request additional information where reasonably necessary, such as:

Identity or contact confirmation
Relationship to the affected account, clinic, or organization
Details needed to locate the relevant records or activity
Supporting evidence or documents
Clarification of the specific concern being raised

We may not be able to process anonymous or incomplete complaints where there is insufficient information to identify the issue or take action.

7. Process and Review

When a grievance is received, we may take steps such as:

Acknowledge receipt of the grievance
Review the information submitted
Request clarification or supporting details, if required
Assess the grievance internally with the appropriate team
Take reasonable corrective, explanatory, or procedural action where appropriate
Communicate the outcome or next steps to the complainant

Where needed, grievances may be routed internally to relevant teams such as:

Privacy
Security
Customer support
Platform operations
Legal or compliance

8. Response Timelines

SmileGrid aims to review and respond to grievances within a reasonable period.

Typical response stages may include:

Initial acknowledgement within [X] business days
Substantive response within [Y] business days, depending on complexity
Additional time where investigation, verification, or coordination is required

Some matters may take longer where they involve:

Multi-party review
Customer organization involvement
Technical investigation
Security analysis
Legal or regulatory considerations

Response times may vary depending on the nature, scope, urgency, and completeness of the grievance.

9. Customer-Managed Data and Tenant Workspaces

Where a grievance relates to information submitted into SmileGrid by a customer organization, clinic, or tenant workspace, the relevant customer organization may control the applicable records or determine the purpose of processing.

In such cases:

SmileGrid may review the matter internally
SmileGrid may ask you to first contact the relevant clinic or customer organization
SmileGrid may coordinate with the relevant customer organization where appropriate and lawful
SmileGrid’s ability to take direct action may depend on the role of the customer organization and applicable legal obligations

This is especially relevant for clinic-submitted operational or patient-related data.

If your grievance relates to privacy or personal data, please describe:

The data or information involved
The issue you believe has occurred
Whether the concern relates to access, correction, deletion, misuse, unauthorized disclosure, or another issue
The relevant account, workspace, or organization, if known

Where appropriate and subject to applicable law, we may review requests relating to:

Access
Correction
Updating
Deletion or erasure
Withdrawal-related concerns
Handling of complaints about data processing

Some requests may be subject to legal, contractual, security, or record-retention limitations.

If your grievance relates to a security issue, suspected misuse, or unauthorized access, please provide as much detail as possible, such as:

What happened
When it occurred
Which page, module, or account was involved
Whether there is any immediate risk
Any screenshots, logs, or indicators you can share safely

SmileGrid may treat security-related grievances with priority where appropriate.

If you believe there is an active security incident, please clearly mark your submission as Urgent Security Concern.

12. False, Abusive, or Misleading Complaints

SmileGrid reserves the right to reject, close, or limit responses to complaints that are:

Fraudulent
Malicious
Repetitive without new information
Abusive, threatening, or unlawful
Clearly unrelated to the Services
Submitted for harassment or disruption

This does not affect your right to raise genuine concerns in good faith.

13. Escalation

If you believe your grievance has not been appropriately addressed, you may request escalation by replying to the grievance response and marking the matter as an escalation request.

Where appropriate, escalated grievances may be reviewed by:

A senior support lead
A privacy or security reviewer
A compliance or management reviewer
Another designated internal authority

Escalation does not guarantee a different outcome, but it allows the matter to be reconsidered at a higher level where appropriate.

14. Recordkeeping

SmileGrid may retain grievance-related records for purposes such as:

Investigation
Follow-up
Auditability
Platform improvement
Legal and compliance requirements
Security and operational accountability

These records may include communications, notes, timestamps, and internal resolution details.

SmileGrid seeks to handle grievance records in a manner consistent with applicable law and internal retention practices.

15. Changes to This Grievance Page

We may update this Grievance Redressal page from time to time to reflect changes in our processes, contact information, legal requirements, or service operations.

Where we make updates, we will revise the effective date and publish the updated version.

16. Contact

For grievance, complaint, or escalation matters, please contact: