Policy
Grievance Redress Mechanism
DUSQ builds a health-adjacent device and runs research to support it. We take concerns about our product, our studies, and our conduct seriously. This page explains how to raise a concern, and what we will do in response.
A Grievance Redress Mechanism is a clear, accessible way to tell us when something has gone wrong. It is built for resolution through dialogue. It does not replace your legal rights or any formal channel you may choose to use.
Who this is for
You can raise a grievance if you are:
- A person who uses a DUSQ device.
- A participant in a DUSQ study or trial.
- A member of a community affected by our operations.
- Someone acting on behalf of any of the above, with their written consent.
What you can raise
Use this mechanism for concerns such as:
- A negative effect you believe our product or research caused, or could cause.
- How your personal data was handled.
- How you were treated by our team or our partners.
- Environmental or community impact from our operations.
- Medical emergencies. Contact your local emergency services first.
- Device safety events. If you feel discomfort, injury, or any unexpected effect, stop using the device and report it through the safety route below.
- Allegations of fraud, corruption, or serious rights violations. These are referred to the appropriate authorities, not resolved through dialogue.
How to raise a grievance
You can reach us at:
Tell us:
- Your name and how to reach you.
- What happened, and when.
- Who or what was affected.
- What you have already done about it.
- Whether you want your identity kept confidential.
- What outcome you are looking for.
You do not need all of this to start. Send enough for us to begin. We will ask for more if we need it.
What happens next
We follow a set process with clear timeframes.
We acknowledge
We confirm receipt within 5 working days. You get a reference number and a named point of contact.
We review
We check whether your concern fits this mechanism. If another channel is a better fit, we tell you where to go and why.
We respond
We propose a way forward within 21 days of receipt. Serious safety concerns are fast-tracked.
We resolve
If you accept the proposed response, we act on it. We keep you updated at least every 30 days until the case closes.
We review if needed
If you are not satisfied, we discuss it with you and look for another approach. We also tell you what other options remain open to you.
We close and learn
We record the outcome with your input. We track patterns across grievances so the same problem does not recur.
Confidentiality
We keep your identity and the details of your grievance confidential when you ask us to. We may publish basic, anonymised information about the grievances we receive, so our process stays open to scrutiny.
Your other rights
This mechanism is voluntary. Using it does not limit any right you hold under law or through any other body. You can seek legal or regulatory recourse at any time - before, during, or after raising a concern with us.
Contact
For all grievance matters, reach out to our designated point of contact.
