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Trust & safety

What we commit to, and where the limits are

You're being asked to trust us with a medical emergency and with your family's health records. That deserves specifics rather than reassurance — including the parts that aren't flattering.

Medical safety

The clinical side of this platform is not run by engineers. It's defined, reviewed and audited by practising doctors, and the parts of it you'd want to check are listed here rather than summarised as a slogan.

  • Every EHP is verified and certified before they work a single shift — identity, qualification and training all checked.
  • Every ambulance's equipment checklist is audited against a standard set by our medical director's team.
  • Only NABH-accredited hospitals are in our handover network.
  • An on-call doctor panel is reachable by the EHP during a case, so a crew is never making a difficult call alone.
  • All clinical protocols — what a crew does for each emergency type — are medically reviewed, not written by the product team.
  • Every omya ambulance carries the full equipment kit, regardless of which emergency type you selected.

If an EHP's certification lapses, they don't roll. That's enforced by the system that assigns crews, not by someone remembering to check.

Data privacy

We hold your medical history because it helps a crew treat you. That's the only reason we hold it, and it constrains everything below.

  • Compliant with the Digital Personal Data Protection Act, 2023.
  • Health data encrypted at rest with AES-256, and in transit with TLS 1.3.
  • Right to erasure — you can have your data deleted, and we'll tell you plainly which case records law requires us to retain and for how long.
  • A Data Protection Officer is appointed and reachable; their contact is at the bottom of this page.
  • Health data is never sold and never shared with advertisers. There is no version of this product where that changes.
  • Access is role-based and audit-logged: the EHP on your active case and the receiving hospital, nobody else.
  • Location is read when you raise an SOS and while the case is open — not continuously.
  • Consent for members under 18 is handled through the parent or guardian who holds the account, per DPDP requirements.

A society committee or an HR team that pays for your cover can see that you're enrolled. They cannot see your health profile, and they cannot see your cases.

Operational reliability

A safety service that's occasionally down is not a safety service. Here's what we run, what we commit to, and what happens when something fails anyway.

  • 24/7 operations, staffed — not an automated queue after hours.
  • A 99.5% platform uptime commitment.
  • Redundant dispatch: if the primary path fails, a second one takes the case.
  • Live monitoring of every active case, with escalation when a response is running slow.
  • If we genuinely cannot dispatch, we fall back to the government 108 service and stay with your case rather than handing you a dead end.
  • Every case is audit-logged end to end, and those logs are tamper-evident.

The fallback to 108 is written into how the service works, not kept quiet as an embarrassment. We would rather you knew the limit than discovered it.

Regulatory

The compliance detail, stated plainly rather than buried in a terms page.

  • GST-registered. 18% applies to subscriptions and an invoice is issued for every payment.
  • SMS templates registered under TRAI's DLT framework, so our messages reach you rather than being filtered.
  • Compliant with the IT Act 2000, including Section 43A on reasonable security practices for sensitive personal data.
  • WhatsApp messages are sent through the official WhatsApp Business API, not an unofficial gateway.
  • Operated by Transformatrix LLP, registered in India, with data held in India.

If any claim on this page stops being true, this page changes before the marketing does.

Named contacts

Who to write to

Both roles below are required under the DPDP Act 2023. They're real routes, not a form that disappears.

  • Data Protection Officer

    For anything about your personal or health data — access, correction, or deletion.

    dpo@omyajivatu.com

  • Grievance Officer

    For a complaint about the service, a case, or how a request of yours was handled.

    grievance@omyajivatu.com