Complaints & Dispute Resolution
My Vitals is operated by Eclipse Softworks
Last updated: April 2026
1. Our Commitment
We take every complaint seriously. Eclipse Softworks is committed to resolving concerns fairly, promptly, and transparently. This page explains what types of complaints we handle, how to submit one, and what you can expect from us.
2. Types of Complaints We Handle
- Platform issues — technical problems, bugs, or service outages that affected your experience.
- Billing and payments — incorrect charges, failed refunds, or unrecognised transactions.
- Privacy concerns — unauthorised disclosure of your personal or health information.
- Data subject rights — requests to access, correct, or delete your data that were not fulfilled within 30 days.
- Healthcare provider conduct — concerns about a doctor or clinic listed on the platform (note: clinical negligence complaints should also be lodged with the HPCSA directly).
- Consumer rights — concerns under the Consumer Protection Act, 2008.
- Advertising or content — misleading listings, endorsements, or other inaccurate content.
3. What We Cannot Handle Directly
My Vitals is a technology platform — we facilitate appointments and communications but we are not a healthcare provider. The following matters must be directed to the relevant authority:
- Clinical negligence or misdiagnosis → Lodge a complaint with the Health Professions Council of South Africa (HPCSA) at hpcsa.co.za.
- Pharmacy dispensing errors → Contact the South African Pharmacy Council (SAPC) at sapc.za.org.
- POPIA violations → If we cannot resolve your privacy complaint within 30 days, escalate to the Information Regulator.
4. How to Submit a Complaint
Please email us with the subject line "Complaint — [brief description]". Include:
- Your full name and registered email address
- A clear description of the issue
- The date(s) the issue occurred
- Any reference numbers (appointment ID, transaction ID)
- What resolution you are seeking
- Any supporting screenshots or documentation
Contact Details
General complaints: support@eclipse-softworks.com
Privacy / data complaints: privacy@eclipse-softworks.com
Legal / billing disputes: legal@eclipse-softworks.com
5. Complaint Handling Timeframes
| Step | Timeframe | What happens |
|---|---|---|
| Acknowledgement | Within 2 business days | We confirm receipt and assign a reference number. |
| Investigation | Within 10 business days | We investigate and may request further information. |
| Resolution | Within 21 business days | We provide a written outcome and any remedial action. |
| Complex cases | Up to 30 days | We notify you in writing if more time is needed. |
6. Escalation
If you are not satisfied with our response, or if we have not responded within 30 days, you may escalate your complaint to:
- Information Regulator (POPIA/PAIA): inforeg@justice.gov.za — www.inforegulator.org.za
- National Consumer Commission (CPA): complaints@thencc.org.za — www.thencc.org.za
- HPCSA (healthcare provider conduct): hpcsa@hpcsa.co.za — www.hpcsa.co.za