Legal
How to raise a complaint and contact our designated Grievance Officer under Indian law.
Last Updated: 30 April 2026
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:
This grievance process applies to concerns related to:
This page should be read together with our:
You may use this grievance process if you wish to report or raise concerns such as:
This grievance process is intended for legitimate concerns and should not be used for spam, abusive messages, or unlawful demands.
You may submit a grievance by contacting the designated grievance contact listed below.
Please include, where possible:
Providing complete and accurate information helps us review and respond more efficiently.
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.
In order to review and process a grievance, we may request additional information where reasonably necessary, such as:
We may not be able to process anonymous or incomplete complaints where there is insufficient information to identify the issue or take action.
When a grievance is received, we may take steps such as:
Where needed, grievances may be routed internally to relevant teams such as:
SmileGrid aims to review and respond to grievances within a reasonable period.
Typical response stages may include:
Some matters may take longer where they involve:
Response times may vary depending on the nature, scope, urgency, and completeness of the grievance.
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:
This is especially relevant for clinic-submitted operational or patient-related data.
If your grievance relates to privacy or personal data, please describe:
Where appropriate and subject to applicable law, we may review requests relating to:
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:
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.
SmileGrid reserves the right to reject, close, or limit responses to complaints that are:
This does not affect your right to raise genuine concerns in good faith.
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:
Escalation does not guarantee a different outcome, but it allows the matter to be reconsidered at a higher level where appropriate.
SmileGrid may retain grievance-related records for purposes such as:
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.
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.
For grievance, complaint, or escalation matters, please contact:
Grievance Officer / Grievance Contact [Name / Designation] The Smile Grid [Legal Entity Name] [Registered Address] Email: [grievance@thesmilegrid.com] Phone: [●]
For general support or product questions, please use the standard SmileGrid contact or inquiry channels where available.
Questions about this policy? Contact us at our contact page or write to legal@thesmilegrid.com.
