Brand Grievance Officer
Directory India
Verified escalation contacts, grievance officer roles, and step-by-step complaint paths for major Indian brands — e-commerce, banking, telecom, airlines, and payment apps.
Note: Officer names and emails change periodically. Always verify from the brand’s official website before writing.
Refund not received · Wrong item delivered
Refund delayed beyond 7 business days · Wrong product delivered
Flight cancellation refund not received · Denied boarding compensation
UPI/IMPS transaction failed but amount debited · Credit card dispute or fraudulent charge
Failed UPI transaction amount not reversed · Credit card fraudulent transaction
Payment deducted but not received by merchant · Paytm wallet balance not refunded
Network disruption or poor signal · Wrong billing or excess charges
Slow 5G/4G speed · Data plan not activated
How to Use This Directory
Find your brand using the search or category filter above.
Open the brand page to see all grievance officer contact channels and escalation steps.
Follow the escalation path in order — start with customer service, then Grievance Officer, then sector regulator.
Use GetNyay to draft your complaint letter — include all contact attempts and reference numbers as evidence.
Frequently Asked Questions
What is a Grievance Officer and why does every company have one?
Under the IT (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, every significant social media intermediary and online platform must appoint a Grievance Officer. Banks must appoint a Nodal Officer under RBI guidelines. Telecom companies must appoint an Appellate Authority under TRAI regulations. These officers are legally required to acknowledge complaints within 48–72 hours and resolve them within 30 days.
When should I contact the Grievance Officer instead of customer service?
Contact the Grievance Officer after customer service has failed to resolve your issue within 7–15 days, or when you've received an unsatisfactory response. The Grievance Officer is a mandatory escalation step under Indian law before approaching the sector regulator (RBI Ombudsman, TRAI, DGCA) or consumer court.
Can I go directly to the consumer forum without contacting the Grievance Officer?
For e-commerce, technically yes — the Consumer Protection Act does not require exhausting private grievance channels before consumer court. However, the Grievance Officer contact creates documentary evidence of your complaint attempt, which strengthens your consumer forum case. For banking (RBI Ombudsman) and telecom (TRAI), exhausting the internal escalation path is mandatory before approaching the regulator.
What is the RBI Integrated Ombudsman and when should I file there?
The RBI Integrated Ombudsman Scheme (RBIOS) 2021 at cms.rbi.org.in covers complaints against all RBI-regulated entities — banks, NBFCs, and payment system operators. File after: (a) the bank has not responded within 30 days, or (b) you're dissatisfied with the bank's response. The Ombudsman is free, entirely online, and can award compensation up to ₹20 lakh.