Verified: 11 August 2026 04:30 am IST
Industry: Logistics, Courier & Supply Chain
Jurisdiction: India
Primary Regulator: Department of Consumer Affairs (CCPA)
Important Safety Warning: Beware of the “Failed Delivery Phishing Scam.” Scammers are currently circulating fake SMS messages claiming a Delhivery package “failed to deliver due to an incomplete address” and asking you to click a link to pay a small ₹5 redelivery fee. This is a scam. Delhivery does not require OTPs, credentials, or payment links for address confirmation. Also, beware of fake customer care numbers found on Google search.
Level 1: Customer Support (Initial Complaint)
How to complain: Do not search for random phone numbers online. Open the Delhivery App or visit delhivery.com/support to log your initial ticket using your phone number or Tracking ID (AWB/LRN). You can also call their official customer care helpline at +91-8069856101. You must ensure you receive a unique ticket or request ID.
Availability: The automated support portal is available 24/7. Live customer care is generally available from 9:00 AM to 8:00 PM IST.
Timeline: Delhivery’s Customer Support team aims to respond to initial tickets within 3 hours, with standard resolutions provided within 24 to 48 hours.
Level 2: Internal Escalation (Grievance Officer)
Who to contact: If Level 1 fails to resolve your issue (such as a package marked “delivered” but not received, or a severely damaged shipment), you must escalate it internally. If your ticket was marked “Resolved” but you are unsatisfied, you have a strict 48-hour window to reopen it via the portal. Simultaneously, write an email to the designated Grievance Officer. You must email your formal grievance, clearly stating your original Level 1 ticket number and AWB number, to grievanceofficer.dep@delhivery.com with the subject line explicitly stating “Attention: Grievance Officer / Nodal Officer”.
Timeline: Under the Consumer Protection (E-Commerce) Rules, 2020, the grievance desk must legally acknowledge your complaint within 48 hours and resolve it within one month from the date of receipt.
Level 3: Regulatory Authority (National Consumer Helpline)
Authority: Department of Consumer Affairs (National Consumer Helpline).
Portal/Contact: If Delhivery’s Grievance Officer rejects your claim, or the company fails to address a severe deficiency in service (like losing a high-value shipment and refusing liability), you have exhausted internal remedies. You must register your grievance on the National Consumer Helpline (NCH) by calling 1915 or visiting consumerhelpline.gov.in.
Level 4: Legal Action (Final Step)
Pre-Litigation: Ensure you have documented all correspondence, including photos of damaged goods and the final rejection from the Grievance Officer, to serve as evidence. Written legal notices must be sent via physical post (Registered Post AD) to both their operational Corporate Office and their Registered Office. The Corporate Office is at: Delhivery Limited, Plot No. 5, Sector-44, Gurugram, Haryana – 122002. The Registered Office is at: N24-N34, S24-S34, Air Cargo Logistics Centre-II, Opposite Gate 6 Cargo Terminal, IGI Airport, New Delhi – 110037.
Court/Arbitration: If pre-litigation fails, file a formal complaint for “Deficiency of Service” against Delhivery Limited. You can file this case entirely online with the District Consumer Disputes Redressal Commission using the government’s unified e-Jagriti portal (e-jagriti.gov.in).
Community Action: Is Delhivery refusing to compensate you for a lost package, or did a delivery agent falsely mark your order as “Delivered”? Reply below (do not share your passwords or full AWB tracking details), and our community will point you to the right resources!