Before the introduction of the E-Nivaran, there were several ways to register complaints. Once the complaint was filed, the type of problem would decide which department will handle the same. For example, a problem related to tax refund or tax return would be registered with the centralized processing center and the grievance center of the IT department. Similarly a problem with the PAN card will be registered with the two helplines of UTI Infrastructure Technology and NSDL e-governance Infrastructure Ltd. Now if any tax payer had two problems, he/she would end up going from one helpline to the other.
There was another problem in this system, which was that the tracking mechanism of online complaints was different from the offline system. Due to this, the system was very cumbersome and lengthy, making it difficult for both tax payer and the IT department. Due to the various problems, the system was very inefficient and caused in late settlement of complaints, which not only caused problems to tax payers but also added on to the never-ending workload of the tax officers.