Verified: 12 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 DTDC 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. DTDC does not require OTPs, personal credentials, or external 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 DTDC App or visit dtdc.com/customer-care to log your initial ticket using your Consignment Number (AWB). You can engage with “DIVA” (their AI virtual assistant) to raise a dispute instantly. You can also email their central support desk at customersupport@dtdc.com. If you prefer to call, use their official national customer care helpline at +91-9606-911-811. You must ensure you receive a unique ticket or dispute reference number.
Availability: The automated support portal and DIVA operate 24/7. Live customer care is generally available from 9:30 AM to 6:00 PM IST (Monday to Saturday).
Timeline: DTDC’s Customer Support team aims to respond to initial tickets within 24 hours, with standard resolutions provided within 2 to 4 business days.
Level 2: Internal Escalation (Grievance & Escalation Desk)
Who to contact: If Level 1 fails to resolve your issue (such as a package marked “delivered” but not received, or severely damaged goods), you must escalate it internally. Write an email to the designated Grievance Desk. You must email your formal grievance, clearly stating your original Level 1 ticket number and AWB number, to customersupport@dtdc.com with the subject line explicitly stating “Attention: Escalation / Grievance 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 DTDC’s Grievance Desk 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, the original invoice of the shipped item, and the final rejection from the Grievance Desk, to serve as evidence. Written legal notices must be sent via physical post (Registered Post AD). To prevent jurisdictional delays, it is best practice to send copies to both their Corporate Office and their Registered Office. The Corporate Office is at: DTDC Express Limited, 11th Floor (South Side), Commerz-1, International Business Park, Oberoi Garden City, Off Western Express Highway, Goregaon (East), Mumbai, Maharashtra – 400063. The Registered Office is at: DTDC House, No. 3, Victoria Road, Bengaluru, Karnataka – 560047.
Court/Arbitration: If pre-litigation fails, file a formal complaint for “Deficiency of Service” against DTDC Express 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 DTDC refusing to compensate you for a lost package, or did a delivery agent falsely mark your urgent document as “Delivered”? Reply below (do not share your passwords or full AWB tracking details), and our community will point you to the right resources!