Step 1: Identify the type of problem
First decide whether the issue is about membership/card, polyclinic or referral, empanelled-hospital treatment, medicine, or reimbursement/claim. The correct contact changes with the problem.
Step 2: Where should I start for a routine medical problem?
Normally start with your ECHS polyclinic for consultation. If higher treatment is required, follow the referral route and verify that the hospital and required speciality are currently empanelled before planned treatment.
Step 3: What if an empanelled hospital asks for cash or refuses service?
ECHS currently states that difficulty at an empanelled hospital—including non-availability of beds, poor service, negligence, substandard treatment or a cash demand—should be brought to the Director Regional Centre immediately. Keep the hospital name, date, referral/authorisation and evidence ready.
Step 4: Where do I complain about a polyclinic?
The official ECHS FAQ says to approach the OIC Polyclinic / Station Headquarters (SO ECHS) for deficiency of service at a polyclinic.
Step 5: Where do I complain about reimbursement?
The official FAQ directs reimbursement complaints to the concerned Regional Centre, Jt Director (HS) or Director Regional Centre. Quote your Claim ID and keep submission proof and remarks available.
Step 6: What details should a complaint contain?
Include your ECHS registration number or Claim ID as applicable, mobile number, polyclinic and personal details, plus a short chronology and copies/screenshots that show the problem. Do not send passwords or OTPs.
Step 7: What if the local level does not resolve it?
Escalate in sequence instead of sending the same complaint everywhere. Start at the concerned polyclinic/Station HQ/Regional Centre. If unresolved, use the official ECHS grievance route or CPGRAMS as applicable and attach the earlier correspondence.
Step 8: Is there one guaranteed processing time?
No single time limit applies to every ECHS request, card issue, referral or complaint. Where ECHS has not published a fixed disposal time for the specific procedure, BenefitDesk does not invent one.