Grievance Officer

Under Rule 23 of the Consumer Protection (E-Commerce) Rules, 2020 and FSSAI guidelines, every e-commerce food platform must designate a Grievance Officer to address consumer complaints. Our Grievance Officer details are provided below.

Designated Grievance Officer

Consumer & Food Safety Grievances

Organisation Fulfilary Technologies Pvt Ltd

Email office@fulfilary.com

Address Unit 101, Oxford Towers, 139/88, HAL Old Airport Road, Kodihalli, Bangalore, Karnataka – 560008, India

Working Days Monday – Saturday, 10:00 AM – 6:00 PM IST

Response Time Acknowledgement within 24 hours; Resolution within 30 days

What Grievances Can Be Filed

Food quality, hygiene, or safety concerns related to orders placed on Craveze
Wrong, missing, or damaged items in a delivered order
Refund not received within the stated timeline
Unfair trade practices or misleading product descriptions
Privacy or data-related concerns
Accessibility issues with the Platform
Any other consumer complaint related to Craveze services

How to File a Grievance

Try In-App Resolution First

For order-related issues, use the "Report a Food Issue" or "Help" option within the Craveze app on the relevant order. Many issues are resolved within a few hours this way.

Email the Grievance Officer

If the in-app resolution is unsatisfactory, email office@fulfilary.com with the subject line "Grievance: [Your Order Number]". Include your registered phone number, a description of the issue, and any supporting photographs or screenshots.

Acknowledgement & Investigation

You will receive an acknowledgement within 24 hours of your complaint being received. Our team will investigate and provide a resolution or status update within 30 days.

Escalation to Regulatory Bodies

If you are not satisfied with our resolution, you may escalate your complaint to:

FSSAI (food safety issues): foscos.fssai.gov.in or call 1800-11-2100
National Consumer Helpline: 1800-11-4000 or consumerhelpline.gov.in
Consumer Forum: Your local District Consumer Disputes Redressal Commission

Information to Include in Your Grievance

To help us resolve your grievance quickly, please provide:

Your name and registered mobile number
Order ID or order number
Date and time of the order
Name of the restaurant
Clear description of the issue
Photographs or video evidence (if applicable, especially for food safety issues)
The resolution you are seeking

Regulatory Compliance

This grievance mechanism is maintained in compliance with:

Food Safety and Standards Act, 2006
FSSAI Food Safety and Standards (Licensing and Registration) Regulations, 2011
Consumer Protection Act, 2019
Consumer Protection (E-Commerce) Rules, 2020
Information Technology Act, 2000 and IT (Intermediary Guidelines) Rules, 2021
Digital Personal Data Protection Act, 2023