We would rather hear about a problem than have you live with it. This page sets out how to raise a complaint and what happens next. It also serves as our grievance redressal mechanism under the Information Technology Act, 2000 and the Digital Personal Data Protection Act, 2023.
For everyday support
If something in Acado is not working, or you need help, use the normal support routes first: your institution's office, the request option inside your Acado login, [email protected] or +91 91863 44902. Most matters are resolved there. Our Support page explains how we work.
Raising a grievance
Use this route if a support request has not been resolved, or if your complaint concerns the handling of your personal data, a payment, the conduct of our team, or content in the Service.
- Grievance Officer: Mir Javid Ahmad
- Email: [email protected]
- Post: Grievance Officer, Framing Ideaz AI & Tech Pvt. Ltd., Hall No 2, Block C, STPI Tower, SIDCO Industrial Estate, Rangreth, Srinagar 190007, Jammu & Kashmir
Please include your name, the institution you belong to, how to reach you, what happened and when, any reference numbers, and what outcome you are looking for.
What happens next
- Acknowledgement within 48 hours of receipt, with a reference number.
- Review by the Grievance Officer, who may ask you or your institution for more information.
- Resolution within 30 days of receipt. If more time is genuinely needed, we tell you why and when to expect an answer.
- Written reply setting out what we found and what we have done.
If you are not satisfied
For matters concerning personal data, you may approach the Data Protection Board of India after our reply. For fee payment disputes, your institution's grievance process and the payment gateway's dispute process are also available. Nothing on this page limits any right you have in law.
Records
We keep a record of each grievance and its outcome for three years, and review them to improve the Service.