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Zomato escalation matrix: complain to the Grievance Officer

Your complaint is stuck. Here is who is above customer care at Zomato, how many days each level gets, and the letter to send next.

Free English & हिन्दी Checked 10 Nov 2026
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The ladder

  1. Level 1 — customer care: chat support in the Zomato app, then order@zomato.com (you get a ticket number), then 011 41171852 (Mon–Fri, 9 am–6 pm). Keep the order ID and the complaint / ticket number.
  2. Level 2 — the Grievance Officer, whom the Consumer Protection (E-Commerce) Rules, 2020 make every shopping site appoint. The officer must acknowledge your complaint within 48 hours and resolve it within one month.
    Email: grievance@zomato.com
    Phone: 011 41171443 (Mon–Fri, 9 am–6 pm)
    Grievance Officer, Eternal Limited (formerly Zomato Limited), Pioneer Square, Ground Floor, Golf Course Extension, Gurugram 122102, Haryana
  3. Level 3 — National Consumer Helpline (free): call 1915 or register at consumerhelpline.gov.in — it sends your grievance to the company.
  4. Level 4 — the consumer commission, online at e-jagriti.gov.in, within 2 years. Write the consumer complaint.

Contacts from Zomato’s own grievance page, read on 10 Nov 2026. They change — if one bounces, tell us with the feedback box below.

Your complaint so far

What happened

Your details

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Open my case file

Email it to the officer (button below) or print, sign and post it. Keep a copy.

Why this works

Most people stop at customer care. The officers above are the levels the rules require — the Consumer Protection (E-Commerce) Rules, 2020 make every shopping site appoint a Grievance Officer who must acknowledge in 48 hours and resolve in one month. Writing to them, with your complaint number, is often what gets a complaint taken seriously. Zomato's terms (last updated 19 Feb 2026) ask you to quote the ticket number from order@zomato.com when you write to the Grievance Officer, and say it will address the concern in about 48 hours. They also name a Nodal Officer at the same address (nodal@zomato.com).

Not legal advice. For large amounts or a court case, see a lawyer; your district legal services authority gives free legal aid if you qualify.

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Kaise use karein

  1. Fill in your complaint date and number.
  2. See where you stand and your next date.
  3. Send the letter by email or post. Keep a copy.

Kaise kaam karta hai

Customer care ke upar bhi log hote hain. Grievance Officer (48 ghante mein jawab), phir 1915 helpline aur consumer court — unka email, phone aur chitthi yahan hai.

Questions people ask

Who is the Zomato Grievance Officer?
Email grievance@zomato.com, phone 011 41171443 (Mon–Fri, 9 am–6 pm), post: Grievance Officer, Eternal Limited (formerly Zomato Limited), Pioneer Square, Ground Floor, Golf Course Extension, Gurugram 122102, Haryana. Checked 10 Nov 2026 on the company’s own page.
How long does Zomato get to answer?
48 hours to acknowledge and one month to resolve, under rule 4(5) of the Consumer Protection (E-Commerce) Rules, 2020.
What if Zomato does not solve it?
National Consumer Helpline (1915, consumerhelpline.gov.in), then the consumer commission on e-jagriti.gov.in within 2 years.

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