Verified: 4 August 2026 04:30 am IST
Industry: Healthcare Services, Telemedicine & E-Pharmacy
Jurisdiction: India
Primary Regulator: Ministry of Health and Family Welfare / CCPA
Important Safety Warning: Beware of the “Fake Doctor Consultation Scam.” Scammers frequently buy ads on Google displaying fake Apollo 24|7 customer service helplines. This is a scam. Apollo staff will never ask you to download a screen-sharing app (like AnyDesk) or ask for your UPI PIN to process a “refund” for a cancelled doctor appointment or delayed medicine order.
Level 1: Customer Support (Initial Complaint)
How to complain: Do not search for random phone numbers online. Open the Apollo 24|7 App or website and navigate to the ‘Need Help’ section for instant Chat Support regarding orders, diagnostics, or consultations. You can also email their central support desk at helpdesk@apollo247.com. You must ensure you receive a unique ticket or reference number.
Availability: In-app chat operates 24x7. Email response time is typically within 4 hours.
Timeline: Standard resolution for billing, delivery, or consultation issues is typically within 24 to 48 hours.
Level 2: Internal Escalation (Service-Specific Grievance Officers)
Who to contact: If Level 1 fails to resolve your issue, you must escalate to the specific Grievance Officer handling that department. You must email your formal grievance, clearly stating your original Level 1 ticket number, to grievance@apollo247.com, but ensure you address the email to the correct officer:
- For Online Medicines Orders, address it to Mr. Karan Sharma.
- For Online Diagnostic Bookings, address it to Mr. Preethesh Fernandes.
- For Doctor Consultation Bookings, address it to Ms. Sonali Dhakre.
Timeline: Under the Consumer Protection (E-Commerce) Rules, 2020, the Grievance Officer must legally acknowledge your complaint within 48 hours and resolve it within one month from the date of receipt.
Level 3: Final Internal Escalation (Grievance-cum-Nodal Officer)
Who to contact: If the specific Grievance Officer from Level 2 fails to resolve your issue within the stipulated timeframe, you must escalate to the highest internal authority ensuring compliance with the Consumer Protection Act: the Grievance-cum-Nodal Officer (currently Mr. Jehan Jit Singh). Email your final appeal to grievance@apollo247.com, explicitly marking it for the attention of the Nodal Officer.
Level 4: Regulatory Authority (National Consumer Helpline)
Authority: Department of Consumer Affairs (National Consumer Helpline).
Portal/Contact: If Apollo 24|7’s Nodal Officer rejects your claim, or the company fails to refund a cancelled order or address a severe deficiency in service, you have exhausted internal remedies. You must register your grievance on the National Consumer Helpline (NCH) by calling 1915 or visiting consumerhelpline.gov.in.
Level 5: Legal Action (Final Step)
Pre-Litigation: Ensure you have documented all correspondence, including the final rejection from the Nodal Officer, to serve as evidence. Written legal notices must be sent via physical post (Registered Post AD) to their registered corporate headquarters: Apollo Healthco Limited, #19, Bishop Gardens, Raja Annamalaipuram, Chennai, Tamil Nadu – 600028.
Court/Arbitration: If pre-litigation fails, file a formal complaint for “Deficiency of Service” against Apollo Healthco Limited. You can file this case entirely online with the District Consumer Disputes Redressal Commission using the government’s unified e-Jagriti portal (e-jagriti.gov.in).
Community Action: Is Apollo 24|7 refusing to refund a cancelled diagnostic test, or did they fail to deliver an urgent online medicine order? Reply below (do not share your passwords, medical history, or full billing details), and our community will point you to the right resources!