Grievance Redressal

Effective 12 October 2026

1. Grievance Officer

We have appointed a Grievance Officer under rule 4(4) of the Consumer Protection (E-Commerce) Rules, 2020, rule 5(9) of the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011, and the Digital Personal Data Protection Act, 2023.

Designation
Grievance Officer
Email
grievance@brotinbox.com
Phone / WhatsApp
+91 82486 06711
Postal address
142, D.B. Road, RS Puram, Coimbatore - 641002, Tamil Nadu
Hours
Monday to Saturday, 10:00 AM to 6:00 PM IST

2. How to raise a complaint

  1. Customer care first. Most issues (a missing meal, a skip, a refund) are fixed fastest on WhatsApp or at support@brotinbox.com.
  2. Escalate to the Grievance Officer if you are not satisfied, or if your complaint is about personal data, food safety or how we treated you. Write to grievance@brotinbox.com with your name, registered mobile or email, order number (if any), what happened, and what you would like us to do. Attach photos or screenshots if you have them.
  3. We acknowledge it within 48 hours and give you a complaint reference number.
  4. We resolve it within one month of receiving it, and usually much sooner. If we need more information we will ask, and we will keep you updated.

3. If you are still not satisfied

You can take the matter further at any time; you do not have to wait for our process to finish:

  • National Consumer Helpline: call 1915 or use consumerhelpline.gov.in.
  • Consumer Commission: file a complaint before the appropriate Consumer Disputes Redressal Commission, including online at e-Daakhil (edaakhil.nic.in).
  • Food safety: the Food Safety and Standards Authority of India, through the Food Safety Connect app, foscos.fssai.gov.in, or the helpline 1800-11-2100.
  • Personal data: once you have used our grievance process, the Data Protection Board of India under the Digital Personal Data Protection Act, 2023.
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