ITC: How to Register a Consumer Product Complaint to ITC Limited

ITC Limited is an Indian multinational conglomerate with a diverse portfolio of businesses. Founded in 1910, it’s one of India’s most valuable companies and a major player in the Fast-Moving Consumer Goods (FMCG) sector.

Like any consumer products, customers may face issues related to product quality such as spoiled food items, defective personal care products, quality issues with stationery or matches, and cigarette quality.

The complaints may include the availability of specific products at retailers, high prices, unfair discounts, misleading claims in advertising, unethical practices, or unhelpful customer care agents.

Here are the brands and products about which you can complain to ITC:

• Cigarettes: Classic, Gold Flake, Wills, India Kings
• Foods: Sunfeast (biscuits, noodles, snacks), Aashirvaad (atta), Bingo! (chips), Yippee! (noodles), Candyman (confectionaries), B Natural (juices), Kitchens of India (ready-to-eat meals), Fabelle (chocolates)
• Personal Care Products: Vivel, Engage, Savlon, Essenza Di Wills, Superia, Fiama Di Wills
• Stationery: Classmate, Paperkraft
• Safety Matches & Agarbattis Aim, Mangaldeep
• Hotels: ITC Hotels (luxury hotel chain)
• Paperboards & Specialty Papers: Specialty packaging solutions
• Agri-Business: Trading of agricultural commodities
• Information Technology: ITC Infotech

If you are a customer who is facing problems or has complaints regarding ITC products, follow the below steps for redressal of your matter.

How to File a Consumer Product Complaint with ITC?

Here’s a flowchart for the registration of a complaint related to consumer products with the ITC Support team and escalation to higher authorities, if not resolved.

To register a complaint with ITC, use the customer care information below. If not resolved, escalate the matter with reference/docket ID to the officials at the next level using communication methods and contact details for each level provided here.

Level 1: Register a Complaint to Customer Care of ITC’

As per the customer service policy of ITC, you can complain to customer support using these contact details:

• ITC Complaint Number: 1800425444444, +913322889371 (head office)
• Customer Care Number: 18003098994 (ITC Store)
• WhatsApp: +919903955204 (for store locator)
• File an online complaint to ITC: Register
• Email: itccares@itc.in, support@itcstore.in
• Address: You can also write to ITC Cares at P.O. Box No. 592, Bangalore-560005.

For matters related to corporate orders from the ITC store, email gifting_itcstore@itc.in.

You can also file an online complaint to the ITC Store for disputes related to online orders of consumer products from the E-commerce ITC Store.

As an alternative, you may voice your concerns to ITC support teams through social media such as Facebook, Twitter, etc.

Your complaint must include:

• Product/Order ID (for ITC Store)
• Product details
• Nature of complaint
• Description with facts
• Copies of invoices, communication with ITC, photos of defective products, etc.

Level 2: Write to Grievance Officer, ITC Store

If you have complaints regarding the ITC store that are not resolved to your expectations such as orders, delivery, quality of products, privacy concerns, or cancellations, you can escalate to the Grievance Officer appointed for the ITC Store.

In your grievance, must provide the ticket/reference ID of the previous complaint, reason for dissatisfaction, and expected resolution. You can communicate with officers using these methods:

• Email: contactus@itc.in
• Address: Write to the Grievance Officer, 310, 3rd Floor, Good Earth City Center Mall, Sector 50, Gurugram, Haryana 122108.

Level 3: Service Head, ITC Limited

If your lodged complaints are still not resolved including ITC stores and products bought from any other retail stores, escalate your concerns to the appointed Service Head or Nodal Officer at ITC Limited by writing a complaint letter or sending an email.

You may also request the customer care representatives to escalate the matter to higher officials.

In your complaint, provide the reference/docket number of the previous complaint, expected resolution, and refund/compensation (if have any monetary loss).

You may use the contact details of the Service Head:

• Email: contactus@itc.in
• Phone Number: +913322889371
• Fax: +913322880655
• Address: ITC LIMITED, Virginia House, 37, J. L. Nehru Road, Kolkata – 700071

Level 4: Consumer Commission

Finally, you can file a complaint to the consumer commission based on the disputed amount. Before this, you may lodge an informal complaint against ITC to the National Consumer Helpline (NCH). Here’s how you can raise your consumer concerns online:

• National Consumer Helpline (NCH)
• Consumer Disputes Redressal Commission (Consumer Court)

For any complaints regarding the quality of food products or supplements, you should a complaint to the Food Safety and Standards Authority of India (FSSAI).

Note: Depending on the monetary loss, you may appeal against ITC Ltd to the District forums (up to ₹1 crore), State commissions (₹1 crore – ₹10 crores), or National Commission (above ₹10 crore) through E-DAAKHIL.

If still not satisfied with the final order, you can take legal action with the help of a legal expert or lawyer.

Suggestion:

For faster registration of complaints to ITC Limited, you may use our Complaint Hub App and the DooAI Assistant. You can also escalate the unresolved complaints to listed regulatory authorities or parallelly communicate with other companies to resolve respective matters.

Reference:

• ITC Ltd has a diversified presence in FMCG, Hotels, Paperboards & Packaging, Agri-business and IT (itcportal.com)