Last Updated: October 26, 2026
This page explains how to get your medical records from a Korean clinic, how to get the information KRACE holds about you, and how to raise a complaint.
1. Your Medical Records from the Clinic
Who holds them. Your medical records are created and kept by the clinic that treated you, not by KRACE. Under Korean law, you have the right to request copies of your own medical records from the clinic.
Ask before you leave Korea. The easiest time is at your last visit. Ask for your treatment summary, test results, prescriptions, and aftercare instructions — in English if available. Clinics may charge a small copying fee set by Korean regulations.
After you return home. Contact the clinic directly, or ask us to help:
- Email support@kracecare.com with the subject "Medical Records Request." Include your full name, date of birth, the clinic, and your treatment date.
- We will send you an authorization form to sign. It names:
- the source clinic that holds your records,
- the recipient (you, or a doctor you name),
- the purpose (for example, follow-up care at home),
- the records requested, and
- an expiry date, after which the authorization ends.
- We send your signed authorization to the clinic and help with communication.
- The clinic sends the records directly to the recipient you named. If the clinic can only send them through us, we forward them and delete our copy within 30 days.
You can revoke an authorization at any time by emailing us, unless the clinic has already acted on it. Korean clinics require patient identification and may require additional documents (for example, a copy of your passport) under Korean law. Timelines depend on the clinic; we will tell you what to expect.
2. Information KRACE Holds About You
You can request a copy of your account, consultation, booking, and payment information held by KRACE, or ask us to correct or delete it. Email support@kracecare.com or use account settings. See Section 12 of our Privacy Policy for details and response times.
3. Complaints
3.1 Tell us
Email support@kracecare.com (subject "Complaint") or call +1 214-326-0822. Tell us your name, booking, what happened, and what outcome you would like.
- We confirm we received your complaint — Usually within 2 business days
- We respond with our findings or next steps — Usually within 14 days
- If the complaint concerns a clinic, we contact the clinic and share its response with you — As part of the above
If you are not satisfied with our response, reply to let us know and we will review it again.
3.2 Complaints about medical treatment
Complaints about diagnosis, treatment, or results concern the clinic, which is responsible for its medical services. We will help you communicate with the clinic, provide the booking records we hold, and help you obtain your medical records (Section 1). We cannot judge whether medical care was appropriate.
You may also apply to:
- Korea Medical Dispute Mediation and Arbitration Agency (K-MEDI) — mediation of disputes about medical treatment in Korea · www.k-medi.or.kr
- Korea Consumer Agency — consumer complaints and dispute mediation · www.kca.go.kr
3.3 Complaints about privacy
Contact our Privacy Officer at support@kracecare.com. You may also contact your state Attorney General, or, for processing in Korea, the Personal Information Protection Commission (www.pipc.go.kr) or the Personal Information Infringement Report Center (privacy.kisa.or.kr, call 118).
3.4 Complaints about payment
See Section 10 of our Refund & Cancellation Policy. Please contact us before disputing a charge with your bank.
4. Contact
KRACE USA, Inc. · 4400 State Highway 121, STE 300, Lewisville, TX 75056-5157 support@kracecare.com · +1 214-326-0822