{"id":131,"date":"2026-09-27T18:36:16","date_gmt":"2026-09-27T15:36:16","guid":{"rendered":"https:\/\/primadent.ee\/info\/pd-tmp-en-kaebused\/"},"modified":"2026-10-07T12:00:22","modified_gmt":"2026-10-07T09:00:22","slug":"complaint-handling-procedure","status":"publish","type":"page","link":"https:\/\/primadent.ee\/en\/info\/complaint-handling-procedure\/","title":{"rendered":"Complaint handling procedure"},"content":{"rendered":"\n<div class=\"wp-block-group alignfull pd-band pd-band-light has-global-padding is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-columns alignwide is-layout-flex wp-container-core-columns-is-layout-794e3cfa wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:66.66%\">\n<div class=\"wp-block-group pd-card pd-card-body pd-article is-layout-flow wp-block-group-is-layout-flow\">\n<p class=\"wp-block-paragraph\">Complaints can be submitted in writing in a free format and sent via email, delivered in person at the clinic, or mailed to:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Email: <a href=\"mailto:info@primadent.ee\">info@primadent.ee<\/a><\/li>\n\n<li>Postal address: Ahtri 6a, Tallinn, 10151<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">If a complaint is made by phone, the reception secretary will register it by completing a relevant form and forwarding it to the institution\u2019s manager.<br>The complaint must include the complainant\u2019s name and the reason for the complaint.<br>The clinic manager or the responsible physician will handle the complaint.<br>All complaints are registered and stored in a designated complaints folder.<br>All complaints will receive a response within 10 days of submission.<br>If resolving the complaint takes longer, the complainant will be informed of the new deadline.<br>Responses will be sent to the address provided by the complainant.<br>Anonymous complaints will not be processed.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">If the complainant is not satisfied with the proposed resolution, they have the right to contact:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>The Health Board (email: <a href=\"mailto:kesk@terviseamet.ee\">kesk@terviseamet.ee<\/a>, phone: 6943500) The Estonian Health Insurance Fund (email: <a href=\"mailto:info@tervisekassa.ee\">info@tervisekassa.ee,<\/a> phone: (+372) 6696630)<\/li>\n<\/ul>\n<\/div>\n<\/div>\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:33.33%\">\n<div class=\"wp-block-group pd-card pd-card-body pd-side is-layout-flow wp-block-group-is-layout-flow\">\n<h3 class=\"wp-block-heading\">Patient information<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/primadent.ee\/en\/info\/health-insurance\/\">Health Insurance Fund<\/a><\/li>\n\n<li><a href=\"https:\/\/primadent.ee\/en\/info\/rules-for-maintaining-treatment-waiting-lists\/\">Treatment waiting list rules<\/a><\/li>\n\n<li><a href=\"https:\/\/primadent.ee\/en\/info\/instalment-payment\/\">Pay in instalments<\/a><\/li>\n\n<li><a href=\"https:\/\/primadent.ee\/en\/privacy-policy\/\">Privacy policy<\/a><\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Questions?<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"tel:+3726035335\">+372 603 5335<\/a><br><a href=\"mailto:info@primadent.ee\">info@primadent.ee<\/a><\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-group alignfull pd-band pd-band-light pd-contact-band has-global-padding is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-group pd-sec-head is-layout-flow wp-block-group-is-layout-flow\">\n<h2 class=\"wp-block-heading has-text-align-center\">Come and see us!<\/h2>\n<\/div>\n\n\n\n<div class=\"wp-block-columns alignwide pd-contact-row is-layout-flex wp-container-core-columns-is-layout-794e3cfa wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<figure class=\"wp-block-image aligncenter size-full pd-icon-fill\"><img decoding=\"async\" src=\"\/wp-content\/themes\/primadent\/assets\/icons\/asukoht.svg\" alt=\"\"\/><\/figure>\n\n\n\n<p class=\"has-text-align-center wp-block-paragraph\">Ahtri 6A, Tallinn<br>Eurodent Hambaravi O\u00dc<\/p>\n<\/div>\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<figure class=\"wp-block-image aligncenter size-full pd-icon-fill\"><img decoding=\"async\" src=\"\/wp-content\/themes\/primadent\/assets\/icons\/telefon.svg\" alt=\"\"\/><\/figure>\n\n\n\n<p class=\"has-text-align-center wp-block-paragraph\"><a href=\"tel:+3726035335\">+372 603 5335<\/a><\/p>\n<\/div>\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<figure class=\"wp-block-image aligncenter size-full pd-icon-fill\"><img decoding=\"async\" src=\"\/wp-content\/themes\/primadent\/assets\/icons\/epost.svg\" alt=\"\"\/><\/figure>\n\n\n\n<p class=\"has-text-align-center wp-block-paragraph\"><a href=\"mailto:info@primadent.ee\">info@primadent.ee<\/a><\/p>\n<\/div>\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<figure class=\"wp-block-image aligncenter size-full pd-icon-fill\"><img decoding=\"async\" src=\"\/wp-content\/themes\/primadent\/assets\/icons\/kell.svg\" alt=\"\"\/><\/figure>\n\n\n\n<p class=\"has-text-align-center wp-block-paragraph\">Mon\u2013Fri 9:00\u201317:00<br>Sat, Sun closed<\/p>\n<\/div>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Primadent complaint submission and handling procedure.<\/p>\n","protected":false},"author":0,"featured_media":0,"parent":123,"menu_order":13,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-131","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/primadent.ee\/en\/wp-json\/wp\/v2\/pages\/131","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/primadent.ee\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/primadent.ee\/en\/wp-json\/wp\/v2\/types\/page"}],"replies":[{"embeddable":true,"href":"https:\/\/primadent.ee\/en\/wp-json\/wp\/v2\/comments?post=131"}],"version-history":[{"count":2,"href":"https:\/\/primadent.ee\/en\/wp-json\/wp\/v2\/pages\/131\/revisions"}],"predecessor-version":[{"id":286,"href":"https:\/\/primadent.ee\/en\/wp-json\/wp\/v2\/pages\/131\/revisions\/286"}],"up":[{"embeddable":true,"href":"https:\/\/primadent.ee\/en\/wp-json\/wp\/v2\/pages\/123"}],"wp:attachment":[{"href":"https:\/\/primadent.ee\/en\/wp-json\/wp\/v2\/media?parent=131"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}