Zei AI is committed to resolving issues you face with your PAN application, payment, CSC appointment, or any other part of the Service quickly and fairly. This page explains how to raise a complaint and what to expect.
1. Before you file a grievance
Many issues - such as checking your application status or re-uploading a document - can be resolved directly from the Track PAN status section or by chatting with the Zei AI assistant in the app. If that doesn't resolve your issue, please use the process below.
2. How to raise a grievance
You can reach us through any of the following channels. Please include your registered mobile number/email, the acknowledgement or application number (if any), and a clear description of the issue.
In-app: Use the "Contact support" option in your profile, or visit our Contact us page.
Email: arshmohammad2908@gmail.com
Phone: +91 76677 06113
3. Grievance Officer
In accordance with applicable Indian law, including the Information Technology Act, 2000 and rules made thereunder, and the Consumer Protection (E-Commerce) Rules, the details of our Grievance Officer are:
Name: Ali
Designation: Founder & Grievance Officer
Email: arshmohammad2908@gmail.com
Phone: +91 76677 06113
Address: FRK Hostel, Jamia Millia Islamia, New Delhi, India 110025
4. What happens after you file a complaint
- Acknowledgement - we will acknowledge your complaint within 48 hours of receipt.
- Investigation - we will review your application, payment, and document records, and coordinate with the relevant CSC centre or payment partner where needed.
- Resolution - we aim to resolve most complaints within 15 working days. Complaints that depend on a government authority's response (e.g. NSDL/UTIITSL/Income Tax Department processing) may take longer, and we will keep you informed of progress.
- Closure - you will receive a final response by email or in-app notification explaining the outcome and any next steps.
5. Escalation
If you are not satisfied with the resolution provided by our support team, you may escalate the matter to our Grievance Officer using the contact details above. Please reference your original complaint/ticket number when escalating.
6. Complaints about a CSC centre
If your grievance is about the conduct of a specific CSC centre (delay, misbehaviour, incorrect fee charged, etc.), please mention the centre name/ID in your complaint - Zei AI will investigate and take appropriate action with the centre, including suspension from the platform where warranted.
7. Data-related grievances
For complaints specifically about how your personal data is collected or used, see our Privacy Policy, or write to us using the same contact details above with the subject line "Data grievance."