The Dental Office Andrea Contreras provides you with the Virtual Complaints Book to ensure effective and timely attention to any concerns, complaints, or dissatisfaction you may have regarding our services. Below are the conditions under which this service is offered:
1. Scope of Application:
This complaints service is available to any patient who has received care at the Dental Office Andrea Contreras. The objective is to register complaints or claims related to the quality of the service provided, staff attention, conditions of the establishment, dental procedures, among others.
2. Means of Submission:
• Complaints can be submitted through our virtual form available on the official website.
• The patient must provide truthful and complete information, including full name, identity document, and valid contact methods (email and phone).
• The information provided will be used exclusively for the management of the complaint and will not be shared with third parties, in compliance with data protection regulations.
3. Confirmation of the Complaint:
Once the complaint is submitted, the patient will receive a copy of their complaint at the registered email address. This copy will serve as proof of receipt of the complaint by the office.
4. Response Time:
• The dental office commits to providing a formal response to the complaint within a maximum period of 15 business days from the date of receipt.
• The response will be sent through the means indicated by the patient, either by email or phone call.
• In complex cases that require more time for analysis, the office may extend the deadline, promptly notifying the patient about such extension and the reasons for it.
5. Service Conditions:
• The complaints service is completely free and does not require payment of any type of fee or additional charge.
• Complaints will be treated with total confidentiality and will be managed by designated staff to ensure an impartial and fair resolution.
• This service does not include consultations or requests for information about dental treatments or routine consultations. Any other request must be channeled through the regular service channels.
6. Subsequent Procedures:
• If the patient is not satisfied with the response received, they have the right to escalate their complaint to consumer defense agencies or competent authorities.
• In the event that the patient does not provide complete or correct data, the office is not responsible for the inability to manage the complaint within the established deadlines.
7. Limitations:
This complaints service applies exclusively to matters related to the care provided at the office. It does not cover situations beyond the control of the staff or those related to external circumstances, such as accidents or complications arising from factors unrelated to the dental care provided.
