1. Types of Complaints

Candidates may raise complaints relating to:

• Candidate registration.
• Application submission.
• Incorrect personal information.
• Document upload problems.
• Payment failures.
• Duplicate payment transactions.
• Application payment confirmation.
• Admit card access.
• Examination-related technical issues.
• Result access.
• Document verification.
• Personal information and privacy concerns.

2. Complaint Submission

Candidates may submit complaints through:

3. Required Complaint Information

Where relevant, candidates should provide:

• Candidate ID.
• Application number.
• Registered email address.
• Registered mobile number.
• Payment reference, if applicable.
• Description of the complaint.
• Relevant supporting evidence.

Candidates should not submit passwords, OTPs, UPI PINs or CVV information.

4. Complaint Acknowledgement

CITADEX will acknowledge complaints and provide a complaint reference number where applicable.

5. Complaint Resolution

Complaints will be examined and addressed within the timelines required by applicable law.

Where the Consumer Protection (E-Commerce) Rules apply, the grievance officer must acknowledge complaints within 48 hours and redress them within one month of receipt, subject to the applicable legal requirements.

6. Grievance Officer

7. Escalation

If a candidate is dissatisfied with the response, they may pursue remedies available under applicable Indian laws, including approaching the appropriate consumer grievance authorities where applicable.