Complaints

The National Accreditation Centre (NAC) will evaluate and review complaints, concerns, and inquiries related to certified hospitals, which may be received from any related sources like parents, families, and health care practitioners, governmental agencies, or through information from the media. The term complaint, therefore, covers a broad spectrum of information received by BFHI – India NAC.

Suspension of Certification and Appeals

The NAC may initiate suspension of the process or awards in cases where:

1. The hospital violates the provision of services that was considered for the award. 
2. Non-payment of fees or refusal of access to hospital.
3. The hospital has made false public claims regarding its certification, and used in a way that is unjustifiable or deceptive in advertising.
4. Information from parents on non-compliance with the standards.

The NAC if it decides in favour of suspension of award or its process, it will inform the hospital in writing. This letter will describe the situation that has led to suspension as well as the requirements and timelines that must be met to have it reinstated. The hospital will have two weeks from receiving the notification letter to respond/appeal the decision. Verification of the requirements may require additional on-site visits that will be charged to the hospitals based on the rates and costs used in the original contract.