What you can report

• Platform issues: booking errors, access problems, service not delivered.
• Billing & refunds: incorrect charges, refunds not received, disputed amounts.
• Service quality: conduct, delays, or concerns during a consultation.
• Privacy: suspected data misuse or breach (also email privacy@mzansidoctors.com).

Urgent vs emergency

For urgent platform issues affecting an ongoing consultation, phone us so we can assist immediately.

How to submit a complaint

• Email: complaints@mzansidoctors.com
• Phone: 071 389 3258
• WhatsApp: wa.me/27713893258

Checklist: information to include

• Your full name and contact details
• Booking or request ID, if available
• Date/time and location (if applicable)
• Clinician name (if relevant)
• Clear description of what happened and the impact
• Any supporting evidence (screenshots, emails)
• Your preferred resolution (refund, follow‑up, clarification)

Timelines

• Acknowledgement: within 1 business day.
• Initial response: within 3 business days (we may request more details).
• Resolution target: within 10 business days, depending on complexity and third‑party input.

Refunds, if approved, are processed in 5–7 business days (see Refund Policy).

Investigation process

• Assign a case owner and review logs/records.
• Request statements from the parties involved (you, clinician, support staff).
• Assess evidence against policies and clinical standards.
• Decide on outcome and remedial actions.
• Provide you with a written outcome summary.

Possible outcomes

• Explanation/clarification and guidance
• Rescheduling or alternative arrangements
• Partial or full refund (per policy)
• Provider feedback, coaching, or removal from the platform for serious or repeated issues
• Technical fixes and process improvements

Appeals & escalation

• If you disagree with the outcome, reply to the case email to request an internal review by a senior manager.
• Clinical concerns may also be escalated to the relevant professional council (see below).
• Privacy complaints may be escalated to the Information Regulator.

Regulatory contacts (South Africa)

• Information Regulator: justice.gov.za/inforeg • complaints.IR@justice.gov.za • 010 023 5200
• HPCSA (medical & allied): hpcsa.co.za
• SANC (nursing): sanc.co.za
• SAPC (pharmacy): pharmcouncil.co.za

Where appropriate, raise clinical matters with your clinician first — many issues are resolved quickly this way.

Accessibility & language support

• We accept complaints via email, phone, and WhatsApp.
• Assistance in English, isiZulu, isiXhosa, and Afrikaans where possible.
• You may appoint a representative to complain on your behalf with consent.

Record keeping

We keep complaint records for audit and quality improvement in line with our retention schedule and POPIA obligations.