Complaints and Grievance Policy

Complaints and Grievance Policy

Effective Date: December 09, 2025

Last Updated: December 09, 2025

At Elite Health Medical (Pty) Ltd ("we," "us," or "our"), we value your feedback to maintain high standards in our nursing staffing and home care services. This Complaints and Grievance Policy complies with the National Health Act, 2003, Health Professions Council of South Africa (HPCSA) guidelines, and Consumer Protection Act, 2008 (CPA). It applies to issues with our website (www.elitehealthmedical.co.za), services, or staff.

 1. How to Lodge a Complaint

 Details Needed: Describe the issue (e.g., delayed nurse arrival, service quality), date, and contacts involved.

 Submit Via: Email info@elitehealthmedical.co.za, phone 010 140 8037, or written letter.

 Anonymous complaints accepted but harder to resolve.

 2. Our Process

 Acknowledgment: Within 2 working days.

 Investigation: Review within 7 working days (may involve staff interviews or records).

 Response: Written resolution or action plan within 14 working days. If complex, we'll update progress.

 Escalation: If unsatisfied, refer to our Information Officer or external bodies (e.g., HPCSA for professional conduct).

 3. Outcomes

 Possible remedies: Apology, refund (per Refund Policy), service redelivery, or process improvements.

 Privacy: Handled confidentially per POPIA.

 4. RecordKeeping

We log complaints for quality assurance (anonymized after 3 years).

 5. External Options

 HPCSA: For ethical breaches (www.hpcsa.co.za).

 Consumer Goods and Services Ombud: For CPA issues (www.cgso.org.za).

 Information Regulator: For data complaints (inforeg@justice.gov.za).

 6. Changes to This Policy

Updates posted; check regularly.

 7. Contact Us

Start here: info@elitehealthmedical.co.za or 010 140 8037. Thank you for helping us improve.