Verified: 18 June 2026 05:30 am IST
Industry: Social Media & Digital Advertising
Jurisdiction: India
Primary Regulator: Ministry of Electronics and Information Technology (MeitY)
Important Safety Warning: Beware of the “Fake Support & Screen Share Scam.” Scammers frequently buy ads on Google displaying fake Facebook customer service helplines. This is a scam. Facebook staff will never ask you to pay a “processing fee” to unban an account, recover a hacked page, share your UPI PIN, or request you to download screen-sharing apps (like AnyDesk/RustDesk) to troubleshoot a glitch.
Level 1: Customer Support (Initial Complaint)
How to complain: Register your complaint (account bans, hacked pages, fake impersonation profiles, or abusive content) directly via the Facebook app by using the “Report” function on the specific post/profile, or by navigating to the Help Center at https://facebook.com/help. For hacked accounts, you must use the dedicated recovery portal at https://facebook.com/hacked.
Availability: The automated in-app reporting tools, recovery portals, and web forms operate 24x7.
Timeline: Facebook aims to resolve most standard Level 1 queries regarding content violations or bugs within 48 to 72 hours, though complex account recovery investigations may take longer.
Level 2: Internal Escalation (Corporate Grievance Office)
Who to contact: If Level 1 support fails, your account is unjustly banned, or a fake profile is not taken down, you must formally escalate. Under the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, Facebook must maintain a designated Grievance Officer in India. You must escalate the matter by utilizing the dedicated Indian Grievance Officer web form found within the Help Center or by emailing fbgoindia@support.facebook.com. Written legal notices must be sent via physical post to their Indian legal desk (Grievance Officer, Meta Platforms India Private Limited DLF Atria, 79, Gulmohar Marg, DLF Phase 2, Sector 25, Gurugram, Haryana – 122002, India).
Timeline: By law, the Grievance Officer must acknowledge your escalated dispute within 24 hours and prioritize the matter to provide a reasoned resolution within 15 days from the date of receipt (or 36 hours for taking down specific flagged content like non-consensual imagery).
Level 3: Administrative Mediation (Grievance Appellate Committee)
Authority: If the Facebook Grievance Officer rejects your claim, fails to unban your account, or ignores you for 15 days, your next step is the government tribunal. You must appeal to the Grievance Appellate Committee (GAC) established by the Ministry of Electronics and Information Technology (MeitY).
Portal/Contact: You must register your appeal with the GAC online at gac.gov.in within 30 days of receiving the Grievance Officer’s decision. Note that the National Consumer Helpline (NCH) at 1915 or consumerhelpline.gov.in can still be used for commercial disputes regarding Facebook/Meta advertising billing errors or marketplace scams.
Level 4: Legal Action (Final Step)
Pre-Litigation: If the GAC mediation fails, or the company refuses to comply with a demand for compensation regarding severe data breaches or commercial ad fraud, you have exhausted all administrative avenues. You must now prepare for formal litigation under the Information Technology Act, 2000, or the Consumer Protection Act, 2019.
Court/Arbitration: You must file a formal complaint with the appropriate Consumer Disputes Redressal Commission against Meta Platforms India Private Limited. For claims up to ₹50 Lakhs, you will file at the District Commission. You can file your case entirely online using the government’s unified e-Jagriti portal (e-jagriti.gov.in).
Timeline: You must file the consumer case within two years from the date the cause of action occurred.
Community Action: Is Facebook refusing to restore your hacked business page, or are you looking for the correct template to formally escalate a fake impersonation profile to the New Delhi Corporate Office? Reply below (do not share your passwords, bank details, or your exact phone numbers), and our community will point you to the right resources!