ESI Dispensary (Local) saying - Medicines not available and it will take time - any procedure to complain regarding this?

Dear Friends and Seniors Good evening! I am working in an Automobile Dealership in Vijayawada, Andhra Pradesh.
Recently one of our Housekeeping staff went to ESI Dispensary (Local) to get medicines after his visit to ESI Hospital which is RO itself to the state where the dispensary staff had not issued medicines to him and said that, Medicines are not available and it will take time to get it. Having no choice my staff purchased medicines from the market outside and consumed.
Not only him, but one of my HR Friend also shared me the same experience with the dispensary. Do we have any procedure to complain regarding this, to the local heads or Higher authority ?? Please suggest /guide the process.

@sriram
if ESI dispensary is not able to tender medicines of the ESIC doctor prescription, then they put their remarks on the requisition with seal, after that the employee buy the same and submit the bills with application to AMO / ESIC for reimbursement,
Doctors of ESIC, Hospitals and dispensary, anywhere they can seek assistance and procedure regarding the reimbursement
it takes some time at AMO office to reconcile the same with concerned dispensary, and after getting verified, they reimburse the same to the bank account seeded with the IP

@ Glidor Thank you very much for your information . As you mentioned staff asking when ever there are no medicines at local dispensary they are simply advising people to buy it out from local market and not putting any remarks of non availability of medicines at dispensary and asking to comer after week or 10 days. Once the given time is over , again same response from dispensary staff to buy medicines outside .
If it is a condition of staff who cannot afford medicines for particular disease / condition where they should go?
Even though it is having Regional office for Andhra pradesh in its near by campus no proper escalations are happening regarding this difficulty.
Is there a facility to Address these issues to Redressal board / committee ? Please advice.

@Sriram
The prescription is not made by the IP, but the hospital / Dispensary or panel doctor of ESIC, so the IP has right to get the medicine, as they have paid contribution towards the medical treatment and other benefits
For one instance, there may be short supply of stock, but they ask the member to revisit again after a break, they can not deny to tender, and if they do so, ask the IP to get their signature and stamp with remarks "not available" with date. after that remark the IP can buy medicine and get it reimbursed from AMO,
alternate the IP can revisit the doctor and ask him to change the medicine, which can be available with ESIC