Contact and Complaints Policy

1. Reaching Us

Maatla Healthcare (Pty) Ltd is a company registered with the Companies and Intellectual Property Commission (CIPC) in the Republic of South Africa. In this document, the words we, us, our and Maatla refer to Maatla Healthcare (Pty) Ltd. The words you and your refer to any person who visits our website, uses our services, or receives our messages.

This document applies across everything we operate, which includes our main website at maatlahealthcare.com, the Maatla Academy learning platform at academy.maatlahealthcare.com, the Maatla Facilities dashboard used by clinics, pharmacies and healthcare networks, and our WhatsApp and SMS reminder and check in services, including voice note messages.

We want to hear from you, whether you need help, have a question, or want to raise a concern. The best way to reach us is by email at info@maatlahealthcare.com. Please include enough detail for us to understand and help, such as your name, the service involved, and what happened.

2. Our Promise

• We treat every complaint seriously and fairly.
• We aim to acknowledge your message promptly and to give you a clear response.
• We will tell you if we need more information or more time.

3. How to Make a Complaint

• Email info@maatlahealthcare.com with the word Complaint in the subject line.
• Describe what happened, when, and what outcome you are looking for.
• Include any reference, such as the account or email you used, or the date of a charge.

4. How We Handle It

• We acknowledge that we have received your complaint.
• We look into it, gather the facts, and involve the right people.
• We respond with our findings and, where appropriate, what we will do to put things right.
• If you are not satisfied, you can ask us to review the outcome.

5. Data and Privacy Complaints

If your complaint is about how we handle your personal information, please contact us first so we can try to resolve it. You also have the right to complain to the Information Regulator of South Africa, whose current contact details are on the Regulator's official website. Our Information Officer is responsible for these matters.

6. Complaints About Payments or Refunds

For anything about billing, cancellation or refunds, please see our Refunds and Cancellation Policy and email info@maatlahealthcare.com. Contacting us first usually leads to the quickest fair outcome.

7. Escalation

Depending on the issue, you may also be able to approach a relevant ombud or regulator. We will, where appropriate, point you to the right body if we cannot resolve your complaint together.

Changes to This policy

We may update, amend or replace this policy at any time, at our sole discretion. Because our services and the laws that govern them change, we may make these changes without giving you individual notice or separate communication.

Any change takes effect from the moment the updated version is published on our website or otherwise made available on our platforms. The version shown on our website at any given time is the version that applies. By continuing to visit our website, use our services, or receive our messages after a change has been published, you accept the updated version and are bound by it.

We encourage you to review this policy regularly so that you are aware of the current terms. Nothing in this clause removes any right you have under South African law that cannot lawfully be excluded.

9. How to Contact Us

If you have any question, request or concern about this document, please contact us using the details below.