Grievance Redressal Mechanism

Effective Date: 21 June 2026 Last Updated: 21 June 2026 Version: 1.0

How to raise a complaint with GatiMitra and how we resolve it — mandated by Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.

#1. Purpose

GatiMitra is a Significant Social Media Intermediary / Online Marketplace under the Information Technology Act, 2000 and IT Rules, 2021. We provide users with a free, transparent, and time-bound mechanism to raise grievances.

#2. What you can complain about

• Order, ride, or parcel disputes (wrong item, missing item, damage, non-delivery)
• Payment issues (failed transaction, double-charge, refund delay)
• Driver, restaurant, or delivery-partner misconduct
• Safety incidents (harassment, threats, accident)
• Privacy or data-protection concerns
• Content on the platform (offensive reviews, fake listings, IP infringement)
• Account suspension or termination disputes
• Discrimination (caste, gender, religion, disability)
• Subscription / billing complaints (GMitra Max)

#3. How to raise a grievance

You have five channels. All are free.

3.1 In-app (fastest)

Profile → Help & Support → Raise a Ticket — pick the category. You receive an auto-acknowledgement with a Ticket ID immediately.

3.2 Email

• General grievance: grievance@gatimitra.com
• Privacy / DPDPA / data: privacy@gatimitra.com
• Safety / women safety / incident: safety@gatimitra.com
• Payment / refund: payments@gatimitra.com
• Content takedown / IP: ip@gatimitra.com

Please include: Ticket ID (if any), full name, registered mobile, the order/ride ID, and a clear description.

3.3 Phone

Toll-free customer helpline: 1800-XXX-XXXX Hours: 24×7 for safety; 06:00–24:00 IST for others.

3.4 Post (registered post or speed post)

GatiMitra Technologies Private Limited Attn: Grievance Officer [Registered office address] PIN: XXXXXX, India

3.5 Online form

https://gatimitra.com/help/grievance

#4. Grievance Officer (IT Rules 2021 §3(2))

We will publish the Officer's name and contact on this page and on https://gatimitra.com within 24 hours of any change.

#5. Response timeline (binding)

If we need more than 15 days, we will tell you in writing before day 15 with the reason and a revised date (not exceeding 30 days).

#6. Resident Grievance Officer for Indian users

(Required only when MAU > 50 lakh — declare once threshold is crossed)

#7. Chief Compliance Officer

(Required only when SSMI threshold is crossed — IT Rules 2021 Rule 4(1)(a))

#8. Nodal Contact Person

(Required only when SSMI threshold is crossed — IT Rules 2021 Rule 4(1)(b))

#9. Escalation

If your grievance is not resolved to your satisfaction within 30 days, you may escalate to:

• Grievance Appellate Committee (IT Rules 2021 Rule 3A): https://gac.gov.in
• Consumer Protection (E-Commerce) Rules 2020 dispute — National Consumer Helpline 1915 / https://consumerhelpline.gov.in
• RBI Banking Ombudsman (payment disputes) — https://cms.rbi.org.in
• CERT-In (cybersecurity incident) — incident@cert-in.org.in
• Data Protection Board of India (DPDPA matters) — once notified
• Civil court of competent jurisdiction in India (per Terms §17)

#10. Records

Every grievance is logged with: Ticket ID, timestamp, category, complainant, assigned officer, every status change, final resolution, and time to close. Logs are retained for 180 days minimum (longer if subject to a legal hold) per IT Rules 2021 Rule 3(1)(g).

#11. Anti-retaliation

Filing a grievance never adversely affects your account, ride availability, order preference, or pricing.

#12. Transparency report

A redacted monthly summary of grievance volumes, categories, and resolution timing is published at https://gatimitra.com/transparency.

#13. Updates

Material changes to this Mechanism trigger a re-consent notice in the app. Editorial changes are silent.

Owner: Legal & Compliance — grievance@gatimitra.com