Verified: 15 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 Gati 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. Gati 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 Gati website and navigate to allcargologistics.com/contact-us to log your initial ticket using your Docket/Waybill number. You can email their central support desk at customerservices@allcargologistics.com. If you prefer to call, use their official toll-free national customer care helpline at 1860-123-4284. You must ensure you receive a unique ticket or dispute reference number.
Availability: Live customer care and WhatsApp support are generally available Monday to Saturday from 10:00 AM to 5:00 PM IST.
Timeline: Gati’s Customer Support team typically aims for an initial resolution within 7 to 10 working days.
Level 2: Internal Escalation (Grievance Officer)
Who to contact: If Level 1 fails to resolve your issue (such as a package falsely marked “delivered” or severely damaged goods), you must escalate it internally. Write an email to the designated Grievance Officer / Nodal Officer. You must email your formal grievance, clearly stating your original Level 1 ticket number and Docket number, to customerservices@allcargologistics.com with the subject line explicitly stating “Attention: 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 Gati’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 their official registered corporate headquarters: Grievance Officer, Allcargo Gati Limited, 4th Floor, B Wing, Allcargo House, CST Road, Kalina, Santacruz (East), Mumbai, Maharashtra – 400098.
Court/Arbitration: If pre-litigation fails, file a formal complaint for “Deficiency of Service” against Allcargo Gati 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 Gati 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 Waybill tracking details), and our community will point you to the right resources!