Swiggy Complaint — Refund, Grievance Officer and Escalation
Swiggy is an e-commerce entity under the Consumer Protection (E-Commerce) Rules, 2020, which gives you a named Grievance Officer, a 48-hour acknowledgement and a one-month outer limit. Most people never invoke any of it.
- Who to contact first
- Swiggy in-app support first, then the Grievance Officer that Swiggy must appoint under the Consumer Protection (E-Commerce) Rules, 2020.
- How to reach them
- Raise it in the app on the order so the case ID attaches to it, then escalate in writing to grievances@swiggy.in quoting that case ID.
- How long to wait
- The E-Commerce Rules require acknowledgement of a consumer complaint within 48 hours and redressal within one month of receipt.
- If they ignore you
- The National Consumer Helpline on 1800-11-4000 mediates free, and the District Consumer Commission can order a refund and compensation.
Official source · last verified 2 September 2026 — National Consumer Helpline / Consumer Protection (E-Commerce) Rules, 2020. GetNyay is not affiliated with, endorsed by, or acting for any government department.
Under the Consumer Protection (E-Commerce) Rules, 2020, an e-commerce entity must appoint a Grievance Officer, acknowledge a consumer complaint within 48 hours of receipt, and redress it within one month. Most people never mention this, and get handled as a support ticket. An email to grievances@swiggy.in that states the order number, the relief sought and those two obligations is a materially different document from a chat message asking for a refund.
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All contact channels
Every channel below was read on an official page. Contact details change — the source for each is linked in the verification footer at the end of this page.
The escalation ladder, level by level
Work through these in order. Every forum above asks what you did below, and skipping a rung is the commonest reason a complaint is sent back.
- 1Swiggy customer supportWait Same day in practice
In-app support, on the order itself.
The order number, what went wrong, and photographs where the food or item is the issue. Note the case ID.
- 2Grievance Officer, Bundl Technologies Private LimitedWait 48 hours to acknowledge; one month to redress
The Grievance Officer Swiggy must appoint under the E-Commerce Rules.
grievances@swiggy.in
The order number, the case ID, the dates, and the specific relief — refund, re-delivery or compensation.
- 3National Consumer HelplineWait Not a binding order — mediation
The National Consumer Helpline, for free mediation.
1800-11-4000 · consumerhelpline.gov.in
The order number and the correspondence so far.
- 4District Consumer Commission — e-JagritiWait Two years from the cause of action
The District Consumer Commission, for a binding order.
e-jagriti.gov.in
The order, the payment record and the full correspondence trail.
How the process runs
- 1Raise it in the app, on the order
So the complaint attaches to the order record. Screenshot the chat — it scrolls away.
then: if support declines or stalls - 2Email the Grievance Officer
grievances@swiggy.in, quoting the order number, the case ID, the dates and the specific relief. Cite the 48-hour acknowledgement and one-month redressal obligation.
then: 48 hours to acknowledge, one month to redress - 3National Consumer Helpline
Free mediation on 1800-11-4000. Not binding, but it moves platforms that have stopped replying.
then: if still unresolved - 4District Consumer Commission
e-Jagriti, within two years. No filing fee up to ₹5 lakh consideration. This is the only stage that can order compensation on top of the refund.
What this system will not take up
Filing one of these wastes the whole period — it is closed on that ground alone.
- Anything pending before a court.
- A dispute with the restaurant that does not involve Swiggy as the platform.
- Delivery partner employment matters.
- Food safety enforcement, which is FSSAI’s role — though you can and should pursue both where food was unsafe.
What to have ready before you complain
Assemble these first. A complaint that opens with the identifying numbers gets routed; one that opens with how long this has been going on gets a template reply.
- The order number and the date and time of the order.
- The payment record — the app receipt and the bank or wallet debit entry.
- Photographs of the food or item as received, taken before anything is discarded.
- The in-app chat transcript, screenshotted before it scrolls away.
- The case or ticket ID from in-app support.
- For a food-safety issue, the restaurant name and its FSSAI licence number if shown.
Timelines at a glance
How long to wait at each stage, and where that period comes from.
| Stage | Window | Where it comes from |
|---|---|---|
| Acknowledgement of a consumer complaint | 48 hours | Consumer Protection (E-Commerce) Rules, 2020 |
| Redressal of the complaint | One month from receipt | Consumer Protection (E-Commerce) Rules, 2020 |
| Consumer complaint | Two years from the cause of action | Consumer Protection Act, 2019 |
Common complaints handled here
Who runs this, and who is above it
Consumer Protection (E-Commerce) Rules, 2020 — Department of Consumer Affairs
Swiggy is an e-commerce entity, which is what gives this page its teeth. The E-Commerce Rules require such an entity to appoint a Grievance Officer, to acknowledge a consumer complaint within 48 hours and to redress it within one month. Quoting those obligations in the escalation email changes the tone of the reply more than any amount of describing the problem.
https://consumerhelpline.gov.in/ →If they ignore you — where to go next
What each forum costs and what it needs before it will take your case.
The order number and your correspondence. Free government mediation.
The order, payment record and correspondence. The only forum that can order a refund plus compensation.
Photographs and the restaurant details. A foreign object or spoiled food is a food safety matter as well as a refund one.
Frequently asked questions
What is Swiggy’s grievance officer email?
Swiggy publishes grievances@swiggy.in for grievance correspondence, and legal@swiggy.in for formal legal notices. We do not print the officer’s name here because appointed officers change and a stale name is worse than none — Swiggy publishes the current Grievance Officer on its own grievance page, so address the role and check the name there before writing.
How long does Swiggy have to resolve my complaint?
Under the Consumer Protection (E-Commerce) Rules, 2020, an e-commerce entity must acknowledge a consumer complaint within 48 hours of receipt and redress it within one month. Those are the periods to cite in your escalation email. They apply to a complaint made to the Grievance Officer, not to an in-app chat, which is one reason the written escalation matters.
My order was marked delivered but never arrived. What should I do?
Raise it in the app immediately on that order, screenshot the chat, and if support declines, email grievances@swiggy.in with the order number, the delivery timestamp shown, and a plain statement that nothing was received. Ask for a specific outcome — a full refund — rather than an investigation. Then the National Consumer Helpline, then the consumer commission.
Can I go to consumer court against Swiggy?
Yes. A paid order is a service for consideration, so non-delivery, short delivery or a refused refund is deficiency in service. File at the District Consumer Commission through e-Jagriti, with no filing fee where the consideration paid is up to ₹5 lakh, within two years of the cause of action. Take the order record, the payment entry and the full correspondence.
I found something in my food. Is that just a refund matter?
No, and treating it as one loses the more serious complaint. A foreign object, spoiled food or a hygiene issue is a food safety matter for FSSAI as well as a refund matter for Swiggy. Photograph everything before discarding it, note the restaurant name and its FSSAI licence number if shown, and pursue both routes — they do different things.
Swiggy blocked my account after too many refund requests. What now?
Put it in writing to the Grievance Officer rather than arguing in chat, asking for the specific ground on which the account was restricted and the orders relied on. A platform is entitled to act against misuse, but you are entitled to know the basis. If no reasoned answer comes within the one-month period, that refusal is itself something a consumer commission can consider alongside any refunds withheld.
Letter and notice formats
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Related escalation guides
Every contact detail on this page was read on an official page — primarily National Consumer Helpline / Consumer Protection (E-Commerce) Rules, 2020. Government contact details change without notice. If something here is out of date, tell us and we will check it.
What we deliberately left blank (3)
- — The current Grievance Officer’s name and direct telephone number — deliberately not printed, because appointed officers change frequently. Swiggy publishes the current officer on its own grievance page.
- — Swiggy’s own grievance page was not readable when this was built (404 on the path tried), so the email addresses and registered office are corroborated from secondary sources. Verify the registered address before sending a legal notice.
- — Swiggy’s internal refund policy timelines, which are contractual and change.