How to raise and resolve a formal complaint

1. Before filing

For an ordinary product question or editorial correction, first use customer support or the Corrections Policy. If the issue is unresolved or involves a consumer or privacy right, address it to the Grievance Officer.

2. What to include

1. Your full name and verified UPSC Genie email.
2. A concise description of the issue and the remedy requested.
3. Relevant date, page/feature and earlier support correspondence.
4. For payments, the Cashfree order ID, product, amount and payment date.
5. Supporting screenshots with passwords, OTPs and unrelated private information removed.

3. Response timeline

We aim to acknowledge a consumer complaint within 48 hours of receipt and resolve it within one month. Privacy requests will be handled within the period required by applicable law. If information is missing, the resolution period may reasonably depend on receiving what is needed to investigate.

4. Investigation and outcome

We may review account, learning, security and transaction records relevant to the complaint; ask for limited identity or payment verification; coordinate with Cashfree or another processor; correct data or service delivery; provide reasons; or approve a remedy under the applicable policy. We will not ask for a Google password, UPI PIN, card CVV or OTP.

5. Further escalation

If a consumer complaint remains unresolved, you may use the Government of India's National Consumer Helpline, including helpline 1915, or any other forum available under applicable law. This does not limit your statutory rights.