Contact Us
Last Updated: 21 June 2026
Every channel to reach GatiMitra — pick the one that matches your need so we can help fastest.
#Quick picks
| I want to… | Best channel | Response |
|---|---|---|
| Track an order / ride right now | In-app live tracking | Real-time |
| Cancel an order / ride | In-app Cancel button | Real-time |
| Complain about a partner / driver / restaurant | In-app Help → Raise a ticket | First response 48 h |
| Report a safety incident or harassment | safety@gatimitra.com / SOS in app | 1 h |
| Refund / payment issue | payments@gatimitra.com | 48 h, resolution ≤ 15 days |
| Privacy / data / DPDPA | privacy@gatimitra.com | 48 h |
| Grievance escalation | grievance.officer@gatimitra.com | Per IT Rules 2021 §3(2) |
| Report unlawful content / IP infringement | ip@gatimitra.com | 36 h takedown if validated |
| Partner with us (restaurant / driver) | partner@gatimitra.com | 5 working days |
| Press / media | press@gatimitra.com | 3 working days |
| Careers | careers@gatimitra.com | 7 working days |
| Investor relations | investors@gatimitra.com | 7 working days |
| API / B2B access | api@gatimitra.com | 5 working days |
#All channels
1. In-app
Profile → Help & Support → Raise a Ticket. Fastest for any order / ride / parcel issue. Live chat + ticket history kept under one roof.
2. Phone
| Number | When | Purpose |
|---|---|---|
| 1800-XXX-XXXX | 06:00–24:00 IST daily | Customer care |
| 24×7 helpline | All hours | Safety, emergency, ride-in-progress |
| 112 | All hours | India universal emergency (police/ambulance) — use directly during an emergency, not us |
3. Email
| Address | Use |
|---|---|
| support@gatimitra.com | General customer support |
| grievance@gatimitra.com | Formal grievance (IT Rules 2021) |
| grievance.officer@gatimitra.com | Named Grievance Officer — for escalation |
| privacy@gatimitra.com | Privacy / DPDPA requests |
| dpo@gatimitra.com | Data Protection Officer |
| safety@gatimitra.com | Safety incidents |
| icc@gatimitra.com | Sexual harassment (POSH 2013) — confidential |
| payments@gatimitra.com | Payments / refunds |
| insurance@gatimitra.com | Insurance claims |
| ip@gatimitra.com | IP infringement / DMCA |
| partner@gatimitra.com | Restaurant / driver onboarding |
| careers@gatimitra.com | Jobs |
| press@gatimitra.com | Media |
| legal@gatimitra.com | Legal notices |
| api@gatimitra.com | API / B2B |
4. Post (registered post / speed post / courier)
GatiMitra Technologies Private Limited [Registered office address] PIN: XXXXXX, India
Mark the envelope for: Customer Support / Grievance Officer / DPO / ICC (POSH) / Legal — whichever applies. We log incoming mail same-day.
5. Web
| Page | URL |
|---|---|
| Help centre | https://gatimitra.com/help |
| Online grievance form | https://gatimitra.com/help/grievance |
| Account deletion | https://gatimitra.com/account/delete |
| Data download (DPDPA right) | https://gatimitra.com/account/data-download |
| Transparency reports | https://gatimitra.com/transparency |
6. Social
We do not handle complaints via DMs (they can't be tracked under the grievance mechanism), but our public accounts post product updates and outages:
| Platform | Handle |
|---|---|
| Twitter / X | https://twitter.com/gatimitra |
| https://instagram.com/gatimitra | |
| https://linkedin.com/company/gatimitra | |
| YouTube | https://youtube.com/@gatimitra |
#Named officers (required by IT Rules 2021 + DPDPA + POSH)
| Role | Name | Contact |
|---|---|---|
| Grievance Officer | [Name] | grievance.officer@gatimitra.com / +91-XX-XXXXXXXX (10:00–18:00 IST Mon–Fri) |
| Data Protection Officer | [Name] | dpo@gatimitra.com |
| Resident Grievance Officer (India) (when SSMI threshold crossed) | [Name] | rgo.india@gatimitra.com |
| Chief Compliance Officer (when SSMI threshold crossed) | [Name] | cco@gatimitra.com |
| Nodal Contact Person (when SSMI threshold crossed) | [Name] | nodal@gatimitra.com |
| ICC Presiding Officer (POSH) | [Female senior employee] | icc@gatimitra.com |
| ICC External Member (POSH) | [External NGO / legal] | icc@gatimitra.com |
Officer names are updated within 24 hours of any change.
#Office addresses
Registered office
[Address line 1] [Address line 2] [City] – [PIN] [State], India
Corporate office
[Address — if different from registered]
City offices
| City | Address | Hours |
|---|---|---|
| [City 1] | [Address] | 10:00–19:00 IST Mon–Fri |
| [City 2] | [Address] | 10:00–19:00 IST Mon–Fri |
| … | … | … |
#Response-time commitments
| Channel | Acknowledgement | First response | Resolution |
|---|---|---|---|
| In-app safety SOS | Instant | 1 hour | 72 hours |
| In-app general ticket | Instant | 48 hours | 15 days |
| Same business day | 48 hours | 15 days | |
| Phone | Real-time | Real-time | Per case |
| Post | 7 days from receipt | 14 days | 30 days |
#Escalation outside GatiMitra
If you've exhausted our internal grievance flow:
| Authority | When |
|---|---|
| Grievance Appellate Committee (GAC) — https://gac.gov.in | After 30 days from internal grievance, per IT Rules 2021 Rule 3A |
| National Consumer Helpline — 1915 / https://consumerhelpline.gov.in | Consumer disputes |
| Data Protection Board of India (once notified by Govt) | DPDPA grievances |
| RBI Banking Ombudsman — https://cms.rbi.org.in | Payment disputes |
| CERT-In — incident@cert-in.org.in | Cybersecurity incidents |
| Local police / 112 | Crimes, immediate threats |
| Women helpline 1091, Childline 1098 | Safety |
| Civil court of competent jurisdiction in India | Final recourse |
#Accessibility
If you have a disability and need to contact us in a particular way (Braille, large print, regional sign-language interpreter on a call), email accessibility@gatimitra.com — we'll accommodate.
#Language
Customer care: Hindi, English. Email replies in your preferred language listed in your profile (Hindi, English, plus regional support coming city-by-city).
Owner: Customer Experience