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Food License Fees in India: A Complete List, Steps, and More
06 Dec, 2025
By Online Legal India
Published On 17 Nov 2020
Updated On 08 Nov 2025
Category ODR
Most of the people cannot imagine their home or kitchen without these appliances. Home kitchen appliances are an essential part of our daily lives. However, when these appliances stop working properly, come with defects, or when after-sales service fails to meet expectations, it can be really frustrating for consumers. If you are one such consumer who are facing issues like defective products, poor service or warranty denial, you have the right to take action. In this blog we will explain the step-by-step process of filling a complaint against a home kitchen appliance company through its internal grievance portal and through ODR. Read to know more.
Defective Products: Home Kitchen Appliances often get delivered with manufacturing defects or immediately stop working after purchase. In that case customers raise complaint against the company.
Mechanical and Electrical Issue: Some home kitchen appliances have internal problems like broken compressors, faulty heating elements and malfunctioning control panel. In that case, customers sometimes raise complaints.
Safety Hazards: In many cases defects in the home kitchen appliance such as electrical issues, leaks leading to water damage or thermal hazards can pose safety risks for the consumers. In such cases you can raise a complaint.
Premature Breakdown: Home kitchen appliances from some brands have short lifespan or require frequent repairs just after purchasing. In such cases consumers can raise a complaint.
Poor Customer Support: Customers often raise complaints against unresponsive customer service, unanswered calls or emails.
Refusal of Warranty Claims: Home kitchen appliance companies often deny service replacement, warranty or repairs. In such case customers can raise a complaint.
Delayed or Ineffective Repairs: Technicians of kitchen appliances company sometimes miss appointments or do not have the expertise to diagnose a problem properly. They are unable to offer customer with a solution. In such cases consumers can raise complaints.
Hidden or Unexpected Charges: Sometimes despite of having warranty customers may hit with extra fees for parts or service. In such cases consumer can raise a complaint.
In case of defective appliances, delays in installation, poor after-sales service, warranty disputes, or delays in refunds, you can file a complaint through the home kitchen appliance company's internal grievance portal. Here are the steps:
Before you contact the company’s Internal Grievance Support, make sure that you have all necessary information regarding your product and complaint. This will help the customer care team evaluate and resolve your issue at a faster pace.
Keep the following information available:
Having the details ensures that your complaint is processed without unnecessary delays.
Most appliance companies have various complaint channels through which customers can raise their grievances. You can usually reach their support team on:
Customer Care Helpline: Reach the company's authorised toll-free or regional support number, which you can easily find on the website of the company or on the product manual.
Email Support: You can send a detailed email with the complaint and attachments to the official customer care email address of the company.
Website Support Form: You can also file your complaint on the company website by filling up the website support form. Go to the “Contact Us” or “Customer Care” section and fill out the complaint or service request form.
Always make sure to provide accurate information, as we have mentioned in Step 1. It will help the support team of the company work on it effectively.
While filling the complaint, make sure that is being raised through the company's Internal Grievance Redressal System as per the consumer protection guidelines.
Include the following in your complaint:
Request a complaint reference number or ticket ID for further tracking of your complaint.
You will receive an acknowledgment or a reference number from their customer care team once they receive your complaint.
To track your complaint:
Note the date and time of submission.
Maintain a record of all follow-up emails, calls, and chat transcripts.
If you don't get a response within 2–3 working days, you can follow up with the help of your complaint ID.
If your complaint is not resolved even after repeated follow-ups, then you must escalate the matter to the Grievance Officer of the company.
According to the Consumer Protection (E-Commerce) Rules, 2020, it is mandatory for every company or service provider to designate a Grievance Officer and display their contact details on its official website.
To escalate:
Check the company's website and find out the contact details of Grievance Officer (name, email, and phone number). Write a formal email, explaining your problem, which should include the previous complaint reference number and make sure to attach all the required documents. The Grievance Officer is expected to respond to your complaint within 30 days.
In case the company does not address your complaint even after escalation, you can approach to an Online Dispute Resolution (ODR) platform.
ODR is a completely digital method for resolving disputes with the help of technology-driven platforms to facilitate every stage from initial filling of the complaint and evidence submission to virtual hearings and final decisions. ODR actually incorporates alternative dispute resolution methods such as negotiation, conciliation, mediation and arbitration all conducted online with the help of digital tools like video conferencing, chat and secure document sharing. The main advantage of ODR is that it helps parties engage in dispute resolution without any in-person meeting. It makes the process more convenient and accessible.
When the issue is not resolved by contacting the company’s internal grievance portal saves, people opt for ODR. This is because it helps in saving the time and money that is associated with travel, lawyer fees, and court expenses. Since the entire process takes place digitally, parties can save both time and money that would otherwise be spent attending physical hearings or waiting through lengthy court proceedings. Most disputes are resolved within days or weeks instead of the months or years.
ODR platforms are designed to be user-friendly and are accessible 24/7. ODR is extremely beneficial for cross-border or interstate disputes where physical presence is difficult to maintain. As a consumer or a business, you can file your complaint, submit your evidence and communicate with the other party, and attend virtual hearings from your home, office or anywhere you want.
ODR is different from traditional court proceedings that often take place in public. It offers a greater degree of confidentiality: sensitive documents, communications, and decisions are securely handled through encrypted digital platforms. This protects the privacy of both parties and provides a safe, confidential environment for dispute resolution.
Filing a complaint through ODR is not complicated and follows a structured process. Here’s a step-by-step guide:
Before filing your complaint, you should gather all the relevant documents and proofs which strengthen your claim. You need to collect:
You may submit your complaint through an official Government ODR Portal or a private ODR platform, such as Online Legal India. First enter all your details, attach documents to support your case, and describe the problem clearly. The platform will assign a neutral mediator to take your case forward. The mediator will send the mediation notice to the other party involved in the case.
The mediator, during the mediation process can facilitate a discussion between you and the other party through mediums like email, chat, or video call. Both the parties involved will present their side and the mediator will approach both of them for a resolution.
The mediator, at the end of the mediation process, will provide a mediation report summarising the discussed issues and recommendations. A settlement is determined based on this report. Possible outcomes may include:
If mediation is successful, then both the parties involved are expected to comply with the terms.
Conclusion
Therefore, we can say that dealing with effective kitchen appliances and poor after-sales service are stressful, especially when you have invested your hard-earned money in purchasing home kitchen appliances from trusted brands. However, following a proper procedure can resolve your issue faster. You can first file your complaint through the internal grievance portal of the home kitchen appliance company and then, if they couldn’t solve your issue, you can opt for Online Dispute Resolution. If you require any assistance in filling your complaint through ODR, get in touch with Online Legal India.
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