If the first response isn’t good enough, here’s the path to a resolution.
ILBS (Institute of Liver and Biliary Sciences) is a super-specialty hospital in New Delhi. For patient feedback, grievances, or administrative issues, the hospital provides a dedicated grievance redressal mechanism. Start with the primary contact, escalate to the Grievance Redressal Officer, and if unresolved, approach the National Consumer Helpline or the Delhi State Consumer Disputes Redressal Commission.
Primary Customer Care / Feedback
Submit your feedback or grievance through the hospital's official contact page or via email. This is the first point of contact for general complaints and queries.
Email
info@ilbs.in
Official email for feedback and grievances as listed on the ILBS contact page.
Include your name, email, phone number, and subject line in the email for a faster response.
If you have supporting documents, attach them in PDF or JPEG format (max size as per website).
Escalation to Grievance Redressal Officer
If your issue is not resolved at the first level, escalate it to the Grievance Redressal Officer at ILBS.
Grievance Redressal Officer
Dr. Shantanu Dubey, Deputy Head Operations Contact via hospital phone: 011-46300000 (ask for extension 22307) or email transplantilbs@ilbs.in (as per third-party source).
Email
transplantilbs@ilbs.in
Email mentioned in third-party source for grievance redressal; verify with hospital.
The Grievance Redressal Officer is Dr. Shantanu Dubey, Deputy Head Operations, located at D-1, Vasant Kunj, New Delhi.
Mention your earlier complaint reference number and details when escalating.
If the hospital does not resolve your grievance, approach the National Consumer Helpline or the Delhi State Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019.
National Consumer Helpline
1915
Toll-free helpline for consumer complaints in India.
You can also file a complaint with the Delhi State Consumer Disputes Redressal Commission (DSLSA) or the District Consumer Forum depending on the claim amount.
For medical negligence or service deficiency, you may also approach the Delhi Medical Council or the Ministry of Health, but the consumer forum is the standard route.
Tips for a stronger escalation
Keep a written record of all communications, including emails, phone calls, and in-person visits.
Clearly state your complaint, desired resolution, and a deadline for response.
If contacting by phone, note the date, time, and name of the person you spoke with.
Escalate in writing after a reasonable time (e.g., 7-10 days) if no response is received.
When filing a consumer complaint, keep copies of bills, prescriptions, and any other evidence.
Use the National Consumer Helpline (1915) for guidance before filing a formal consumer case.
Stop chasing emails
Log the complaint once in the Simply C2 app and keep every escalation step, date and reply in one place.
