Verified: 5 June 2026 04:30 am IST
Industry: E-Commerce & Retail (Consumer Electronics)
Jurisdiction: India
Primary Regulator: Central Consumer Protection Authority (CCPA) / Department of Consumer Affairs
Important Safety Warning: Beware of the “Fake Courier & Refund Scam.” Scammers frequently buy ads on Google displaying fake Reliance Digital or resQ customer care numbers. This is a scam. Reliance Digital staff will never ask you to pay a “processing fee” for a refund, share your UPI PIN, or request you to download screen-sharing apps (like AnyDesk/RustDesk) to track a lost package or schedule an installation.
Level 1: Customer Support (Initial Complaint)
How to complain: Register your complaint (missing items, damaged electronics, refund delays, or delivery issues) directly via the Contact Us section on the Reliance Digital website (reliancedigital.in/contact-us). To bypass the automated systems, you can directly dial their centralized toll-free support helplines. For online order issues, dial 1800-889-1055. For physical store complaints, dial 1800-889-1044. For after-sales installation, repair, or warranty issues, strictly dial the resQ Service helpline at 1800-889-1004. You can also message their official WhatsApp desk at +91-7977912345 or email the central helpdesk directly at reliancedigital@ril.com.
Availability: The centralized IVR, WhatsApp support, and email desks operate 365 days a year, from 9:30 AM to 7:30 PM IST (resQ operates from 10:00 AM to 10:00 PM).
Timeline: Reliance Digital aims to resolve most standard Level 1 shipping, installation, and refund queries immediately during the interaction, or within 3 to 7 business days for issues requiring technician visits or logistics investigation.
Level 2: Internal Escalation (Grievance & Nodal Officer)
Who to contact: If Level 1 support fails, your refund is unjustly denied, your account is blocked without cause, or an installation technician damages your property, you must formally escalate. Under the Consumer Protection (E-Commerce) Rules, 2020, you must escalate the matter to the designated Grievance Officer (currently Ms. Vinaya Kanoor). You must email the Grievance Officer directly at grievance.reliancedigital@ril.com. If they fail to provide a satisfactory resolution, you can further escalate to the Nodal Officer (currently Ms. Vaishnavi Jaindani) via nodalofficer.reliancedigital@ril.com. You can also mark a copy to the Head of Customer Support at cshead.reliancedigital@ril.com. You must include your registered mobile number, Order/resQ ID, and your Level 1 Ticket Reference Number. Written legal notices can be sent to their Reliance Retail Headquarters (Grievance Officer, Reliance Retail Limited, 3rd Floor, Court House, Lokmanya Tilak Marg, Dhobi Talao, Mumbai, Maharashtra – 400002).
Timeline: By law, the E-Commerce Grievance Officer must acknowledge your escalated dispute within 48 hours and prioritize the matter to provide a reasoned resolution within 30 days from the date of receipt.
Level 3: Administrative Mediation (National Consumer Helpline)
Authority: There is no binding E-Commerce Ombudsman in India. If the Reliance Digital Grievance Officer rejects your claim, fails to refund your money, or ignores you for 30 days, your next step is administrative mediation through the Ministry of Consumer Affairs.
Portal/Contact: You must register your grievance against Reliance Retail Limited (Reliance Digital) on the Integrated Grievance Redress Mechanism (INGRAM) portal run by the National Consumer Helpline (NCH). You can file online at consumerhelpline.gov.in, via the UMANG app, or by calling the toll-free national helpline at 1915. The NCH will act as a mediator to pressure Reliance Digital’s corporate team for a resolution.
Level 4: Legal Action (Final Step)
Pre-Litigation: If the NCH mediation fails, or Reliance Digital refuses to comply with a refund request for a counterfeit or defective high-value appliance, you have exhausted all administrative avenues. You must now prepare for formal litigation under the Consumer Protection Act, 2019.
Court/Arbitration: You must file a formal complaint with the appropriate Consumer Disputes Redressal Commission. 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 (the delivery of a defective product or the denial of a refund) occurred.
Community Action: Is Reliance Digital refusing to refund a defective television, or are you looking for the correct template to formally escalate a delayed resQ installation complaint to the Mumbai Corporate Office? Reply below (do not share your passwords, bank details, or your exact Order Numbers), and our community will point you to the right resources!