Step 1: Classify the complaint
Write down whether this is a polyclinic service, empanelled hospital, reimbursement/claim, card/account or other administrative issue. This determines the first respondent.
Step 2: Collect evidence before complaining
Keep your ECHS registration number or Claim ID, mobile number, parent polyclinic, dates, referral/authorisation, bills or screenshots, hospital details and any earlier complaint/reference. Write a short factual chronology.
Step 3: Use the first-response route
For polyclinic deficiency, approach OIC Polyclinic / Station HQ. For reimbursement, approach the concerned Regional Centre / Jt Director (HS) / Director RC. For an empanelled-hospital problem, ECHS says the Director Regional Centre is the first respondent and should be informed immediately.
Step 4: Get proof of your complaint
For email or online complaints, save the sent message, acknowledgement/reference number and attachments. For a phone call, note date, time and the office/person contacted. This makes later escalation meaningful.
Step 5: Escalate if the responsible level does not resolve it
The official FAQ asks beneficiaries to approach the concerned OIC Polyclinic, Station HQ or Regional Centre first. If there is no response or resolution, use the higher ECHS grievance route and include the earlier correspondence instead of starting the story again.
Step 6: Use formal grievance channels when needed
ECHS provides an online grievance page. The official FAQ also identifies CPGRAMS as an online public-grievance route and gives the Central Organisation complaint route. Check the live ECHS grievance information before submission because contacts can change.
Step 7: What not to do
Do not send OTPs, passwords or card PINs. Do not post medical records publicly. Avoid sending repeated contradictory complaints to many offices at once; keep one clear chronology and escalate with evidence.
Step 8: Processing time and follow-up
The cited complaint guidance does not promise one universal disposal time for every ECHS grievance. If no specific timeline applies, follow up using the acknowledgement/reference and the next official escalation level rather than assuming an invented number of days.