Raise a Query / Complaint
Have a query or a complaint?
We handle every query and complaint in three levels. Start at Level 1. If your complaint is not resolved in time, or you are not satisfied with the answer, you can take it to the next level. Each level has a named contact and a fixed timeline, and you always get a reference number and a written outcome.
Level 1: Support Team
Aicountly Support Team · support@aicountly.com
Acknowledged within 24 hours; resolved within 7 days.
- Sign in to Help & Support in Manage and choose New ticket. You get a ticket number straight away and can follow every reply there.
- Can't sign in? Email support@aicountly.com from your registered email address — we open a ticket for you and reply with its number.
- Prefer to talk? Call +91 91 0037 0038 (10:00 AM to 6:00 PM, except Sundays and declared holidays).
Level 2: Grievance Officer
Vikram Rana · grievance@aicountly.com
Acknowledged within 24 hours; resolved within 15 days.
- Open your ticket in Help & Support and choose Escalate to Grievance Officer. Tell us why you are not satisfied.
- Or email grievance@aicountly.com with your ticket number.
- Complaints about your personal data, about content, or about how our Services are used can be sent to the Grievance Officer directly, without a Level 1 ticket.
Level 3: Principal Nodal Officer
Rahul Gupta · pno@aicountly.com
Acknowledged within 48 hours; resolved within 30 days.
- Open your ticket in Help & Support and choose Escalate to Principal Nodal Officer.
- Or email pno@aicountly.com with your ticket number and your Level 2 grievance reference.
All levels at a glance
We handle questions and complaints in three levels. Start at Level 1; you can move to the next level if your complaint is not resolved in time or you are not satisfied with the answer. Every complaint gets a reference number, and we tell you the outcome in writing.
| Level | Contact | Timeline | When to use it |
|---|---|---|---|
| Level 1 Support Team | Aicountly Support Team support@aicountly.com | Acknowledged within 24 hours; resolved within 7 days | Any question, problem or complaint. Raise a support ticket from Help & Support in manage.aicountly.com, or email us. |
| Level 2 Grievance Officer | Vikram Rana grievance@aicountly.com | Acknowledged within 24 hours; resolved within 15 days | If your ticket is not resolved within 7 days, or you are not satisfied with the resolution. Use Escalate on the ticket in Help & Support, or email with your ticket number. Complaints about personal data, content or the use of our Services may be sent to the Grievance Officer directly. |
| Level 3 Principal Nodal Officer | Rahul Gupta pno@aicountly.com | Acknowledged within 48 hours; resolved within 30 days | If the Grievance Officer has not resolved your complaint within 15 days, or you are not satisfied with the outcome. Use Escalate on the ticket, or email with your ticket and Level 2 reference. |
Postal address for all levels: Aicountly Interactive Services Private Limited, 3069-B, Third Floor, Ajanta Enclaves, Sector 51-D, Chandigarh – 160047, India.
To help us act quickly, include: the product or app, your registered email or mobile number, your ticket number (if any), what happened and when, and what you would like us to do. If we need more information we will ask for it; we do not close a complaint for missing details without telling you.
If you are still not satisfied after Level 3, you may approach the National Consumer Helpline (1915, consumerhelpline.gov.in) or, for complaints about your personal data, the Data Protection Board of India. See also how to raise a complaint.