food and grocery delivery · Swiggy
How to escalate a Swiggy complaint
Complain in the order’s help chat the same day, with photos. If the chat closes unfairly, write to the Grievance Officer Swiggy lists on its site; they must respond within 48 hours and resolve within a month.
the rule
Delivery apps are e-commerce platforms under the Consumer Protection (E-Commerce) Rules, 2020: a named Grievance Officer, an acknowledgement within 48 hours and a resolution within one month.
the escalation path, in order
Start with Swiggy itself
Open the order in Swiggy, tap Help, and use the chat. Swiggy has no general inbound phone line, so any number claiming to be Swiggy support is a red flag.
Write to the Grievance Officer
If the chat closes without a fair answer, email the Grievance Officer the app lists, with the order ID, photos and the chat outcome. They must acknowledge within 48 hours and resolve within a month.
Food safety goes to FSSAI
Spoiled, contaminated or unsafe food is also a food-safety complaint. Report it to FSSAI on the Food Safety Connect app or foscos.fssai.gov.in, separately from the refund.
National Consumer Helpline, then the commission
Call the National Consumer Helpline on 1915 (or 1800-11-4000), WhatsApp 8800001915, or file at consumerhelpline.gov.in. It is free, works in 17 languages, and forwards your complaint to companies that have joined its convergence programme, which then have about 30 days to reply. If that fails too, file at e-jagriti.gov.in.
where Swiggy lists its officers
Swiggy names its Grievance Officer in the grievance section of swiggy.com, as the E-Commerce Rules require.
- Instamart orders follow the same route from the Instamart order page.
- Unsafe food is also an FSSAI complaint, separate from your refund.
what people take up with Swiggy
- Items missing from the order
- Spoiled or unsafe food
- Order marked delivered but never arrived
- Instamart refund for a damaged item
keep these ready
- 1Order ID and time of delivery
- 2Photos of the food, packaging and bill
- 3The chat transcript or its outcome
- 4The refund amount you are asking for
a complaint you can copy
Subject: Unresolved complaint for order [order ID] Dear Swiggy team, On [date], [what happened, in one or two sentences]. I raised this on [date] (reference [number]), and it has not been resolved. I am asking for [a refund of ₹amount / a fix / a reversal of the charge]. Please acknowledge this within 48 hours and resolve it within one month, as required under the Consumer Protection (E-Commerce) Rules, 2020. [Your name] [Registered phone or email]
questions people ask
Who do I escalate a Swiggy complaint to?
Write to Swiggy’s Grievance Officer. Swiggy names its Grievance Officer in the grievance section of swiggy.com, as the E-Commerce Rules require. After a month without a fix, go to the National Consumer Helpline (1915).
Should I call a Swiggy customer care number I found online?
No. Fake customer care numbers in search results and social media are a common scam. Open the order in Swiggy, tap Help, and use the chat. Swiggy has no general inbound phone line, so any number claiming to be Swiggy support is a red flag.
What should the complaint say?
Keep it short and specific: what happened and when, every earlier reference number, and exactly what you want. Have these ready: Order ID and time of delivery; Photos of the food, packaging and bill; The chat transcript or its outcome; The refund amount you are asking for.
Can Kaval do this for me?
Yes, end to end, for members. Message Kaval on WhatsApp with what happened and the reference numbers you have. Kaval writes the complaint, sends it to the right desk, keeps track of the deadline and chases it, and takes it to the next level when the deadline passes. Membership details are at kaval.chat/pricing.
other food and grocery delivery guides
complaint with someone else?
Last reviewed October 28, 2026. Rules change; the regulator’s own page has the final word.