What this procedure covers
Use this procedure to raise:
- A complaint about the Doctena service (availability, an error you encountered, a behaviour you consider improper).
- A complaint about the conduct of a Doctena employee.
- A complaint about the content or behaviour of a third party on a Doctena-hosted surface — see also /dsa.
- A challenge to a content moderation decision Doctena has taken (DSA Article 20 internal complaint).
Use the channels below — not this procedure — if your concern is:
- A security vulnerability you discovered: /security/responsible-disclosure.
- A data-subject request: /data-subject-rights.
- A clinical issue about your appointment: contact your healthcare professional directly.
How to file a complaint
Web form
complaints.doctena.com
Multi-language intake form. The form is currently powered by Typeform; a first-party form is on the roadmap.
privacy@doctena.com
Plain email is fine. Tell us what happened, where, when, and what outcome you expect.
Postal
Doctena S.A. — Customer Care
42 Rue de la Vallée, L-2661 Luxembourg
Where the issue concerns the conduct of an employee or executive, the postal channel will route the complaint directly to the General Counsel for independent review.
Acknowledgement and resolution SLA
Escalation
If the first response does not resolve the issue, you may request escalation to the head of Customer Care, then to the General Counsel, then to the Chief Executive Officer. Each escalation level has 15 business days to respond.
Independently of the internal escalation, you always retain the right to turn to a regulator or court — see the next section.
Regulators
For data-protection complaints, contact the supervisory authority of your country of residence. Doctena's lead supervisory authority is the CNPD (Luxembourg). For other complaints, the consumer ombudsman, national bar association or medical council of your country may be the right escalation route.
| Country | Data-protection authority | Website |
|---|---|---|
| Luxembourg (lead supervisory authority) | CNPD | cnpd.public.lu/ |
| Belgium | APD / GBA | www.autoriteprotectiondonnees.be/ |
| Netherlands | AP | autoriteitpersoonsgegevens.nl/ |
| Germany | BlnBDI | www.datenschutz-berlin.de/ |
| Austria | DSB | www.dsb.gv.at/ |
| Switzerland | EDÖB | www.edoeb.admin.ch/ |
EU consumers may use the Online Dispute Resolution platform for cross-border consumer disputes.
Whistleblowing channel
Reports of suspected breaches of EU law in scope of Directive (EU) 2019/1937 (Whistleblower Directive) can be submitted through the same channels above and will be routed to the General Counsel for independent handling. The reporter's identity is protected and retaliation is prohibited under our internal policy.
Where the report concerns a serious breach and you prefer an external channel, every EU member state operates an external whistleblowing channel run by a national authority. The Luxembourgish channel is operated by the Maison des droits humains.
Doctena has never had a notifiable personal data breach (see /security#incident-response).