Complaints and Disputes Policy

1. Purpose

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ALEMÈ Health (Pty) Ltd (“ALEMÈ”, “we”, “us”) is committed to resolving complaints fairly, promptly and transparently, and to using complaints as an opportunity to improve our services. This policy explains how to lodge a complaint about our website, products, deliveries or pharmaceutical services, and how we will handle it.  It is aligned with the Consumer Protection Act 68 of 2008, the Rules relating to Good Pharmacy Practice and the Protection of Personal Information Act 4 of 2013.

2. How to Lodge a Complaint

• Email: info@aleme.co.za
• Pharmacy hours: Monday–Friday, 09:00–17:00
• In writing or in person: Unit 16, Skyview Retail Park, Bromhof, Randburg, 2188
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  Please provide your name and contact details, your order or prescription reference, a description of the complaint, and your desired outcome. Complaints may be lodged by the patient or by a person authorised to act on the patient’s behalf.

3. How We Handle Complaints

• We will acknowledge your complaint within [2] business days and provide a reference number.
• Complaints involving pharmaceutical services, dispensing, compounding or medicine quality are escalated to the Responsible Pharmacist for investigation.  Suspected medicine quality defects and adverse reactions are documented and, where required, reported to the manufacturer and to SAHPRA.
• We aim to resolve complaints within [10] business days.  Where more time is required, we will keep you informed of progress and the expected resolution date.
• Outcomes and any corrective action are recorded, and complaint records are retained in accordance with Good Pharmacy Practice and used to improve our systems.

4. Escalation to External Bodies

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If you are not satisfied with the outcome of a complaint, you may escalate it to the appropriate external body:

• Professional or pharmaceutical service complaints: South African Pharmacy Council, 0861 7272 00 / www.sapc.za.org.
• Medicine safety and quality: South African Health Products Regulatory Authority (SAHPRA), www.sahpra.org.za.
• Consumer rights: National Consumer Commission, 012 428 7000 / www.thencc.gov.za, or the
• Consumer Goods and Services Ombud, www.cgso.org.za.
• Personal information: Information Regulator (South Africa), complaints.IR@inforegulator.org.za / www.inforegulator.org.za.

5. No Victimisation

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Lodging a complaint will never prejudice the pharmaceutical care or service you receive from us.  All complaints are treated confidentially and in accordance with our Privacy Policy.