Verified: 16 August 2026 04:30 am IST
Industry: Logistics, Intra-city Transport & Packers and Movers
Jurisdiction: India
Primary Regulator: Department of Consumer Affairs (CCPA)
Important Safety Warning: Beware of the “Packers & Movers Phishing Scam.” Scammers frequently set up fake Google Ads pretending to be Porter’s customer care or packers & movers service. When you call, they ask you to pay a “booking token amount” via UPI or ask you to download a screen-sharing app like AnyDesk. This is a scam. Porter does not require you to download third-party apps, and all authentic payments must be routed securely through the official Porter app or website.
Level 1: Customer Support (Initial Complaint)
How to complain: Do not search for random phone numbers online. Open the Porter App or website and navigate to the ‘Support’ section to log your initial ticket regarding your specific trip or booking. You can email their central support desk at help@theporter.in. For specific issues regarding house shifting services, email packermover@theporter.in. You can also call their official customer care helpline at 080-4410-4410 or 022-4410-4410 (for Packers & Movers, use 022-6268-4444). You must ensure you receive a unique ticket or dispute reference number.
Availability: The customer care helplines are generally available during standard business hours.
Timeline: Porter’s Customer Support team typically aims for an initial resolution within 24 to 48 business hours.
Level 2: Internal Escalation (Grievance Officer)
Who to contact: If Level 1 fails to resolve your issue (such as severe damage to goods during a move, or a driver demanding excess cash off-platform), you must escalate it internally. Write an email to the designated Grievance Officer (currently Mr. Ashvin Alphonso). You must email your formal grievance, clearly stating your original Level 1 ticket number and Trip/Booking details, to grievance.officer@theporter.in.
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 Porter’s Grievance Desk rejects your claim, or the company fails to address a severe deficiency in service (like refusing liability for goods damaged by their partnered packers and movers), 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/booking receipt, 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, SmartShift Logistics Solutions Private Limited, No. A-501, A-502, B-504, B-505 and B-506, 5th Floor, Universal Business Park, Chandivali Farm Road, Andheri (East), Mumbai, Maharashtra – 400072.
Court/Arbitration: If pre-litigation fails, file a formal complaint for “Deficiency of Service” against SmartShift Logistics Solutions Private 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 Porter refusing to compensate you for furniture damaged during a house shift, or did a driver partner hold your goods hostage for extra payment? Reply below (do not share your passwords or full trip details), and our community will point you to the right resources!