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GuideRule 4(2) · Rule 4(5) · Updated 5 October 2026

Grievance officer and contact details: what to publish

Every e-commerce entity must show who it is and how to reach it, including a grievance officer, and must handle complaints within set times. These are the details most often missing from Indian store footers. Below is what to show, and text you can adapt.

Generate your text Check what your store shows now

01Rule 4(2)

What to display, clearly and accessibly

  • Your legal name: the registered name, e.g. "… Private Limited", not just the brand.
  • The principal geographic address of your headquarters, and all branches.
  • The name and details of your website.
  • Contact details for customer care: email, landline and mobile numbers.
  • The same contact details for your grievance officer, with their name and designation.

02Rule 4(5)

How complaints must be handled

  • Acknowledge every complaint within 48 hours.
  • Give the complainant a copy of the complaint as recorded.
  • Resolve it within one month of receiving it.

Say this in your published policy, and make sure it actually happens: an automatic acknowledgement email covers the first two.

03Text to adapt

Copy, fill in, publish

Replace everything in square brackets. Keep the footer block on every page and the full version on your contact page.

Footer, every page
[Legal name] Private Limited
[Registered address, City, State PIN]
Customer care: [email] · [phone]
Grievance officer: [Name], [Designation]
[email] · [phone]
Contact page: grievance section
Grievance officer
Name: [Name]
Designation: [Designation]
Email: [email]   Phone: [landline], [mobile]
Address: [Address]

We acknowledge every complaint within 48 hours
and send you a copy of your complaint as we
recorded it. We resolve complaints within one
month of receiving them.
Automatic acknowledgement email
Subject: We've received your complaint [ref]

Dear [Customer name],

We received your complaint on [date and time].
Your reference is [ref]. A copy of your
complaint as we recorded it is below.

We will resolve it by [date: within one month].

[Grievance officer name], [Designation]
[Legal name] · [email] · [phone]

---
[Complaint as recorded]

Also worth doing

  • Join the National Consumer Helpline convergence process: Rule 4(7) asks every e-commerce entity to be a partner. Start at consumerhelpline.gov.in.
  • If you sell imported goods, show the importer's details and the full country of origin on product pages (Rule 4(6)).
  • Use a role mailbox (grievance@…) so the address survives staff changes.

Templates are a starting point, not legal advice: have counsel check them against your setup.