Complaints and Disputes Policy

ShifaTH is operated by Al Aziz Co., Ltd. This policy covers ShifaTH. Version 0.5; applicable when presented for the relevant use or agreement.

1. What you can raise

You may ask for help, make a complaint or dispute a platform decision concerning your account, Provider interaction, request, conversation, appointment, attendance, review, document, notification, privacy or technical use. Providers may raise matters within their authorized Organization access.

ShifaTH investigates its platform and coordination service. A complaint about clinical care may also need to be raised with the treating Provider or appropriate healthcare authority. We do not decide medical negligence or promise a treatment refund through a support-case decision.

For urgent medical care, contact local emergency services or seek care where you are.

2. How to contact us

If you can sign in, use the relevant support or report control. If you cannot sign in, have a closed or restricted account, are a visitor, or are a patient whose data was supplied by someone else, contact complaints@shifath.com for complaints or support@shifath.com for assistance. Privacy requests may go directly to privacy@shifath.com.

Provide a brief explanation, the relevant case/request/item reference if available, approximate date, desired outcome and a safe way to reply. We may verify your identity or authority in a proportionate way. Do not send a full passport, entire medical history, password or one-time security code as an ordinary first-contact message. If sensitive evidence is needed, use the private support-case attachment facility or the protected submission route identified by our support team for your case. Report suspected security incidents to security@shifath.com without attaching exposed patient files to an ordinary email.

3. How the case is handled

We assess your complaint and its urgency, investigate the facts and request relevant information where needed. Suspected data exposure or security issues receive urgent attention.

Your complaint and supporting information are handled privately. Support may communicate with the other party to investigate, sharing only the information necessary and lawful for that purpose. Your original complaint is not automatically shown to the Provider, and its original response is not automatically shown to you.

We explain the outcome, the reasons and any corrective action in a response that protects private information. A case being marked closed does not itself establish that requested data deletion or another corrective action has been completed.

4. Timing and updates

We acknowledge complaints and assess their urgency. We provide a response or explain the next step and expected timing, and update you when the expected timing changes or material progress occurs. Complex cases may take longer. Support is not an emergency service or a promise of continuous medical monitoring.

Applicable legal deadlines continue to apply to privacy rights requests and incident notices.

5. Review of an outcome

If you disagree, reply with the relevant reference, reason and new evidence through the same available contact. We will arrange an appropriate review; where practical, a different authorized reviewer should consider a contested staff decision.

You may ask us to review a resolved case or send a new complaint referring to it.

A Provider cannot remove an unfavorable review simply by complaining. A review complaint must identify a specific concern such as abuse, fraud, private information, direct-contact content or an incorrect visit link.

6. Privacy, deletion and external copies

Use this process to report unauthorized access, request correction, object to data use, or ask for deletion assistance. You may also use available privacy controls. We explain the applicable action and evidence of its completion.

ShifaTH can handle only platform-controlled deletion. Copies already downloaded into a Provider's independent system must be addressed to that Provider under its applicable obligations. We do not represent that a ShifaTH case deleted them. Your applicable legal rights remain unchanged.

7. Further remedies

Please use our internal process so that we can address the issue. If it remains unresolved, or you wish to exercise a right independently, you may contact Thailand’s Personal Data Protection Committee for privacy matters, the Electronic Transactions Development Agency for digital-platform matters, the Office of the Consumer Protection Board for consumer matters, or the relevant healthcare authority for clinical matters. Use the authority’s official website to find its current complaint channel.

Using or completing this process is not a waiver of a statutory complaint, court or other available remedy. There is no fee to submit an ordinary complaint.