The grievance officer requirement
Rules 4(4), 4(5) and 4(7) · in force 1 January 2027
Under Rules 4(4), 4(5) and 4(7) of the Consumer Protection (E-Commerce) (Amendment) Rules, 2026 (G.S.R. 789(E), notified 9 September 2026, in force 1 January 2027), an online store has a grievance officer whose details are published, acknowledges every complaint within 48 hours with a copy of the complaint, and resolves it within one month.
How SahiSeal handles it
- The merchant enters the grievance officer's name, designation, email, postal address and (optionally) phone. They appear on a grievance page on the store's own domain and in a footer link.
- A shopper submits a complaint on that page. They get an acknowledgement email straight away with a reference number and the complaint as it was recorded; the officer is notified at the same time.
- Every complaint appears in an inbox with its due date (30 days from receipt) and an overdue flag. The merchant changes its status, keeps internal notes and can email the shopper when it is resolved.
This page summarises the rules for orientation. It is not legal advice; read the notification for the exact text.