At DropJet Technologies (Proprietorship), customer trust and fair partner resolution are foundational. In accordance with the Information Technology Act, 2000, the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and the Consumer Protection (E-Commerce) Rules, 2020, we maintain a structured, time-bound Grievance Redressal Mechanism.
3-Level Grievance Escalation Matrix
Users, merchants, and delivery partners may escalate complaints through the following structured tiers:
Level 1: Real-Time Operations Help Desk
⏱️ Response within 15 MinutesFor immediate active shipment concerns, live GPS route queries, pilot delays, or doorstep pickup coordination.
Level 2: Operations Management & Billing Support
⏱️ Response within 24 HoursFor unresolved Level 1 issues, fare overcharge claims, refund discrepancies, package damage claims, or pilot misconduct reports.
Level 3: Principal Grievance & Compliance Officer
⏱️ Acknowledgment within 48 HoursStatutory grievance escalations under Section 5(9) of the Consumer Protection (E-Commerce) Rules, 2020 and Information Technology (Intermediary Guidelines) Rules, 2021.
Statutory Grievance Officer Details
In terms of Rule 3(2) of the Information Technology (Intermediary Guidelines) Rules, 2021, the designated officer for receiving legal notices, consumer grievances, and government queries is:
- Entity Name: DropJet Technologies (Proprietorship)
- Registration: UDYAM-UP-50-0098421 (Ministry of MSME, Govt of India)
- Operational Location: Lucknow, Uttar Pradesh, Bharat 🇮🇳
- Designated Support & Grievance Email: support@dropjet.in
- Operational Telephone Helpline: +91 96704 99919 (7 AM - 11 PM IST)
Digital Complaint Ticket System & Resolution Timelines
- Unique Digital Ticket ID: Every inquiry or grievance submitted via the Contact page, in-app support chat, or email generates a unique digital ticket number (e.g.
DJ-TKT-92814). - Automated SLA Acknowledgment: Complainants receive a formal tracking acknowledgment within 24 business hours containing the designated support executive's reference.
- Telemetry & Handover Investigation: The Grievance Desk conducts deep technical verification reviewing vehicle GPS telemetry, recipient OTP timestamps, unboxing photographs, and call recordings within 48 hours.
- Resolution & Escalation Closure: Operational resolutions (fare adjustments, driver conduct disciplinary action, or billing reversals) are completed within 48 to 72 hours. Complex legal disputes are concluded with a reasoned written disposal within a maximum of 30 days in strict accordance with statutory consumer protection rules.