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Complaint Resolution & Dispute Handling

Last updated: December 14, 2025

At Medipaths, trust is foundational. We believe that transparency, accountability, and respectful communication are essential when coordinating healthcare across borders. This page explains how concerns, complaints, and disputes are handled when you use the Medipaths platform.

Our goal is not only to resolve issues fairly, but to continuously improve the quality, reliability, and integrity of our platform.

1. Our Commitment

Medipaths is committed to:

  • Listening carefully to concerns raised by our users
  • Responding in a timely, structured, and transparent manner
  • Acting responsibly within our role as a platform and coordinator
  • Holding ourselves—and our platform standards—to a high level of integrity

We approach every complaint with seriousness, discretion, and respect.

2. What Concerns Can Be Raised

You may contact Medipaths regarding:

Platform Accuracy and Integrity

  • Incorrect, outdated, or misleading information on Medipaths
  • Errors in translations, descriptions, or listings

Coordination and Communication

  • Delays or breakdowns in communication involving Medipaths
  • Administrative or scheduling issues during coordination

Provider-Related Concerns

  • Conduct concerns involving clinics or providers listed on Medipaths
  • Allegations that provider information on Medipaths is inaccurate or misleading

Safety, Ethics, and Trust

  • Patient safety concerns
  • Ethical issues, discrimination, harassment, or misuse of information connected to the platform

3. What Falls Outside Our Role

Medipaths is not a medical provider. While we take concerns seriously, certain matters fall outside our direct control, including:

  • Medical diagnoses, treatment decisions, or clinical outcomes
  • Care provided independently of Medipaths
  • Emergency medical situations

If you believe you are facing an urgent medical emergency, please contact local emergency services immediately.

4. How to Contact Us

If you wish to raise a concern or submit a complaint, please email:

Email: [email protected]

To help us review your case effectively, we encourage you to include:

  • Your name and contact details
  • The clinic or provider involved (if applicable)
  • Relevant dates and context
  • A clear description of the issue
  • Any supporting documents or screenshots (optional)

All submissions are handled confidentially.

5. How the Review Process Works

We aim to make our process clear and predictable.

1. Acknowledgement: We aim to confirm receipt of your message within two business days.

2. Review: Our team reviews the information provided and, when appropriate, examines relevant platform records or communications.

3. Provider Engagement (if applicable): If your concern involves a clinic or provider connected to Medipaths, we may request clarification or information from them.

4. Outcome and Response: We aim to share an initial outcome or next steps within ten business days, depending on the complexity of the matter.

Some cases require additional time due to cross-border coordination or third-party responses. If so, we will keep you informed.

6. Possible Outcomes

Depending on the nature of the issue, Medipaths may:

  • Correct or clarify information on the platform
  • Improve translations, descriptions, or disclosures
  • Provide coordination support or explanations
  • Review provider listings for compliance with platform standards

When appropriate, and within our governance role, Medipaths may also take actions such as issuing warnings, limiting visibility, or removing providers from the platform for serious or repeated concerns.

Medipaths cannot guarantee specific medical or financial outcomes, nor can we compel independent providers to take particular actions.

7. Our Role and Its Limits

Medipaths operates as an independent platform that connects users with third-party healthcare providers. These providers remain solely responsible for:

  • Medical advice and treatment
  • Clinical outcomes
  • Compliance with medical and professional regulations

While we carefully curate and review information on our platform, Medipaths does not replace licensed medical authorities, regulators, or legal systems.

8. Escalation Options

If you feel your concern has not been adequately addressed, you may request an escalation by replying to our response and explaining your remaining concerns.

We will conduct an internal review and aim to provide a follow-up response within ten business days, subject to complexity.

Depending on your location and circumstances, you may also choose to contact relevant healthcare regulators, consumer protection bodies, or legal professionals.

9. Privacy and Discretion

All complaints are handled with care and confidentiality.

  • Information is used solely for review, resolution, and service improvement
  • Only necessary details are shared with relevant parties
  • Data is handled in accordance with our Privacy Policy and applicable laws

10. Fairness and Good Faith

Medipaths encourages feedback and concerns raised in good faith. We do not tolerate retaliation.

To protect our team and partners, we may limit engagement with submissions that are abusive, threatening, or clearly made in bad faith, while maintaining appropriate records for compliance and safety.

11. Policy Updates

This policy may be updated from time to time to reflect regulatory, operational, or platform changes. The "Last updated" date will always indicate the most recent revision.

12. Contact

For questions, concerns, or formal complaints, please contact:

Email: [email protected]

Complaint Resolution & Dispute Handling | Medipaths | Medipaths