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Route the issue correctly
Grievances & Support
A service delay, Kendra charge, payment failure, privacy concern and marketplace complaint can have different responsible authorities.
| Issue | First route | Evidence |
|---|---|---|
| Government service decision or delay | Designated department / RTS appeal route | Acknowledgement, dates, query and order |
| Kendra conduct or service charge | Configured grievance officer | Itemised estimate, receipt, centre code |
| Failed or duplicate payment | Kendra plus payment provider | Receipt, transaction reference, bank status |
| Privacy or data-right request | Privacy contact / grievance mechanism | Request reference and identity verification through a secure channel |
| Private provider or booking | Marketplace complaint route | Booking, communications and completion evidence |
| Accessibility barrier | Accessibility feedback contact | Page, task, device/assistive technology and requested alternative |
What to include
Provide the minimum information needed: reference number, dates, service or centre, what happened, the resolution sought and non-sensitive evidence. Do not publish identity documents or financial credentials.
Configured grievance contact: info@newgenera.in · +91 93598 05849.