Grievance Redressal

How to raise a complaint

Write to us, call us, or send a WhatsApp message. Every channel reaches the same desk: sachin@om-travels.in or +91 99966 69190. There is no separate complaints portal to register on and no reference number you need before you start; the same address and number that took your booking will take your complaint.

Tell us as much as you can in the first message, using the checklist further down this page, so we are not writing back and forth just to establish what happened before we can begin looking into it. If you would rather speak to somebody directly, call: most things are quicker to explain, and quicker to sort out, on the phone than in writing.

Once your complaint reaches us, you hear from us twice: first an acknowledgement that we have it and know who is looking into it, then our response once we have actually looked into what happened. What each of those means in practice, and exactly how long they take, is set out under Timelines below.

What this page is for

This is the place to write in about a fare or a charge you believe is wrong, a driver’s conduct on the trip, the condition or cleanliness of the vehicle, a delay or a missed pick-up, or anything else about how a booking with us was actually handled. If a trip did not go the way you were told it would, or the way you were charged does not match what you were quoted, this is the route.

If somebody has contacted you claiming to be Om Travels when they are not, asked you to pay into an account we have not confirmed, or used our name without being us, that is not a service complaint, it is fraud, and it is handled separately: see /trust/report-fraud. The two processes exist because they call for two different responses, and sending either one to the wrong desk only slows down the one that actually applies to you.

The escalation ladder

There are three tiers because most complaints do not need all three. Tier 1, our customer care line, sorts out the great majority of what comes in: a fare that looks wrong on a quotation, a driver running late, a vehicle that was not what was confirmed. These are usually a same-day fix once somebody who can act on it hears about it, and for most complaints this is as far as it needs to go.

The Grievance Officer is Tier 2, for when the first call has not sorted things out, when you would rather have a written record of what was raised and what was said in response, or when the matter needs more looking into than a phone call allows. A complaint addressed to the Grievance Officer is the one that carries the acknowledgement and resolution timelines set out below.

Tier 1: Customer care

+91 99966 69190, sachin@om-travels.in. Open 24 hours, every day; written quotes come back the same day between 9 am and 9 pm.

Tier 2: Grievance Officer, Sachin Jaglan

Grievance Officer. Email sachin@om-travels.in · Phone +91 99966 69190 · Grand Trunk Road, Panipat, Haryana.

Tier 3: Nodal Officer, Sachin Jaglan

Email sachin@om-travels.in · Phone +91 99966 69190.

The Nodal Officer is Tier 3, and it is a further step rather than asking the same question twice: it is there for when the Grievance Officer’s response has not resolved things, or when what you are unhappy about is how your complaint itself was handled rather than the original trip. You do not have to work through the tiers in strict order. If a matter is serious or urgent, write straight to the Grievance Officer.

Timelines

Grievance Officer: Sachin Jaglan, Grievance Officer. Email: sachin@om-travels.in · Phone: +91 99966 69190 · Address: Grand Trunk Road, Panipat, Haryana. We acknowledge every complaint within 24 hours and resolve it within 15 days, and in no case later than one month.

‘Acknowledged’ means you hear back from an actual person within 24 hours of writing in, not an automatic reply generated the moment your message lands. That first response confirms your complaint has reached us, tells you who is looking into it, and asks for anything more we need from you to get started, if there is anything.

‘Resolved’ means you have an answer: what we found when we looked into it, and what we are doing about it, whether that is a correction to a fare, a refund, an apology, or an honest explanation of why we see the matter differently. Fifteen days is the timeline we work to for that answer. Most complaints about a single trip are settled well inside it; thirty days is the outer statutory limit under the Consumer Protection (E-Commerce) Rules 2020, not a target we aim for.

What to include

The more of this you can give us up front, the sooner we can start looking into it rather than writing back to ask for it:

• Your enquiry or booking reference, if you have one
• The date and the vehicle or trip involved
• What happened, in your own words
• Any photographs, screenshots or documents that help

A complaint we can act on straightaway

Booking reference OT-4521. The car booked for a 6 pm pick-up from Sector 14, Panipat on 14 August did not arrive until 6:40 pm, and nobody called to say it was running late. Was the delay charge on my quotation still applied, and why? This gives us the reference, the date, exactly what went wrong, and what you want answered.

A complaint that takes longer to sort out

Your driver was rude and the car was late, please sort this out. Every word of this may well be true, and there is nothing here for us to check against: no reference, no date, no vehicle. We will still look into it, but the first thing we have to do is write back and ask for the details above, and that is a day spent asking rather than looking.

Either way, write in. We would rather ask you one more question than not hear about it at all.

What happens next

We look into it. For most complaints that means checking the duty slip for the trip against what you have told us: the pick-up and drop times actually logged, the driver assigned, and the route and vehicle used. Where the complaint is about something the duty slip alone cannot answer, such as a driver’s conduct or something said in the car, we talk directly to the driver concerned and weigh what he tells us against what you have told us and anything else we know about the trip.

If we need more from you to make sense of what happened, a clearer timeline, a photograph, or simply the exact address, we will ask for it. And if we cannot confirm something either way, we will tell you that plainly rather than guess at an answer.

Once we have looked into it, we tell you what we found and what we are doing about it: a correction, a refund, an apology, a change on our side, or a considered explanation of why we see the matter differently. If you are not satisfied with that outcome, you may ask us to reopen it, or use one of the external routes below.

External remedies

Our own process is not the only door. If our response has not resolved things for you, four external routes are open, and each is meant for a different kind of situation: a quick escalation, a formal case with a Consumer Commission, an appeal about how we handled your grievance, or a complaint specifically about your data.

If you are not satisfied with our response you may approach: the National Consumer Helpline, 1915, consumerhelpline.gov.in (also on the NCH app and UMANG); the e-Daakhil portal, edaakhil.nic.in, to file with a Consumer Commission; the Grievance Appellate Committee, gac.gov.in, within 30 days of the Grievance Officer’s decision, under Rule 3A of the IT Rules, 2021; and, for privacy grievances, the Data Protection Board of India.

National Consumer Helpline, 1915

A quick, informal escalation, useful if you want a government body aware of an unresolved complaint, or some guidance on what to do next, without filing a formal case. It works alongside a complaint against us rather than instead of one, and it is not a substitute for writing to us first.

e-Daakhil, edaakhil.nic.in

The formal route: filing a case with a Consumer Commission, for a dispute that needs a binding order rather than a resolution we agree to between ourselves. This is usually the step after the National Consumer Helpline, or a direct complaint to us, has not settled things.

Grievance Appellate Committee, gac.gov.in

An appeal specifically about how we, as the intermediary, handled your grievance, available within 30 days of the Grievance Officer’s decision under Rule 3A of the IT Rules, 2021. This is for when you believe our response to your complaint was itself wrong, not a general consumer forum for the original dispute.

Data Protection Board of India

The route for a grievance specifically about your personal data, such as how we have used, stored or shared it, rather than about the trip or the service itself. Our own commitments and your rights over your data are set out in full at /legal/data-rights; this is the external escalation if that route has not resolved a data complaint to your satisfaction.

You are not required to have tried one of these before using another, and using one does not stop you from also asking us to look at the matter again.