Your satisfaction comes first
Complaint Handling Procedure
Dear clients,
Our long-term goal is to ensure your satisfaction with the services we provide, the professionalism of our staff, and the highest possible standard of care. If you experience serious dissatisfaction with any aspect of our services, you have the right to file a complaint.
Whenever possible, we aim to resolve any issue immediately. Please do not hesitate to speak with the coordinators who accompany you to your appointments or contact our client support line at +420 702 101 000.
If your concern cannot be resolved on the spot, you may submit a formal complaint as outlined below.
WHO CAN SUBMIT A COMPLAINT
- the patient
- the patient’s legal representative or guardian
- a close relative, if the patient is unable to submit the complaint due to their health condition or in the event of death
- a person authorized by the patient (with a written power of attorney attached)
WHAT MUST THE COMPLAINT INCLUDE
- information about who is submitting the complaint and what it concerns
- for individuals: name, surname, date of birth, address of residence, and signature
- for legal entities: company name, registered office, company ID, and identification of the statutory representative
- a clear description of what the complainant is requesting
- a written power of attorney if the complaint is filed on behalf of another person
If the complaint is incomplete, unclear, illegible, or if further information is required to resolve it, we will contact you and request the necessary clarification. Anonymous complaints are reviewed only in exceptionally serious cases.
HOW AND WHERE CAN YOU SUBMIT A COMPLAINT
- in person
-
in writing by post to:
Altoa s.r.o., Maislova 38/15, 110 00 Prague 1 – Josefov, Czech Republic
by e-mail to: client@altoamt.com
- submission to data box: ID s82cckb
WHAT HAPPENS NEXT?
- we will confirm receipt of your complaint
- within 30 days, we will inform you about the progress and outcome of the review
