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ALLMILES - GRIEVANCE REDRESSAL POLICY

Policy

Grievance Redressal Policy !

Compliance: Consumer Protection Act 2019 & Motor Vehicle Aggregator Guidelines | Platform: App & Web

1. Statutory Framework; Scope

This policy governs grievance redressal for Users (Passengers) and Driver-Partners under the Consumer Protection (E-Commerce) Rules, 2020 and MoRTH Aggregator Guidelines. Covers: Ride/Safety incidents, Fare/Payment discrepancies, Service deficiencies, and Driver payout/appeal issues.

2. Grievance Redressal Architecture
Tier Level Channel & Access Scope, Escalation & Statutory Timelines
Level 1: Frontline Support

In-App: Menu More Customer Chat

Email: support@allmiles.in

 Initial queries, ride disputes, fare reviews, app help. Immediate / Real-time response.
Level 2: Grievance Officer

Nodal Officer: Taniya Adarkar

Email: grievance@allmiles.in

Number: +91 9970222888

Unresolved disputes, safety breaches, formal complaints.

  • Acknowledgement: Within 48 Hours
  • Resolution: Within 30 Days
3. Designated Nodal Grievance Officer Details

Name: Taniya Adarkar | Designation: Nodal Grievance Officer (09:30 AM - 06:30 PM IST)

4. Complaint Requirements; Statutory Escalation

Filing Details Required: Registered User Name, Phone Number, Booking/Ride ID, Incident Date/Time, Driver/Vehicle Details (if applicable), and clear evidence (screenshots/receipts).

Emergency Safety SOS: For active trip emergencies, use the in-app SOS Button for immediate 24x7 Control Room &; Police dispatch.

5. Information Required When Raising a Grievance

To help us investigate and resolve your complaint effectively, please provide the following details when emailing the Grievance Officer:

  • Full Legal Name and Registered Mobile Number / Email ID linked to your AllMiles account.
  • Applicable Booking ID / Ride Reference ID.
  • Date, time, pickup location, and drop-off destination of the trip.
  • Name of Driver / Vehicle Registration Number (if applicable).
  • Clear description of the incident or concern.
  • Relevant supporting evidence (e.g., screenshots, digital payment receipts, bank statements, photos, or chat records).