Ather grid · Electric Two-Wheelers

Ather grid Electric Two-Wheelers: customer care and complaint escalation

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Ather grid Electric Two-Wheelers: troubleshooting and FAQs

Troubleshooting tips and frequently asked questions for Ather grid Electric Two-Wheelers.

Troubleshooting tips

  • If your Ather scooter isn't charging at an Ather Grid point, first check the Ather Grid app to confirm the charger is online and available. Try restarting the charging session by unplugging and replugging the connector, and ensure the connector is fully inserted until it clicks.
  • For connectivity issues with the Ather Grid app, ensure your phone's Bluetooth and location services are enabled, and that you have a stable internet connection. Force close the app and reopen it, or log out and log back in to refresh your session.
  • If the charger displays an error or doesn't initiate charging, check the charger's screen for any error codes. Common issues include payment failures or network errors. Try using an alternative payment method or wait a few minutes and retry.
  • If your vehicle shows a charging error on the dashboard, turn off the scooter, wait for 30 seconds, and turn it back on. If the error persists, try charging at a different Ather Grid point to isolate whether the issue is with the vehicle or the charger.
  • For slow charging speeds, note that charging speed can vary based on the charger's output, battery temperature, and state of charge. If you consistently experience slow charging at multiple Ather Grid points, contact Ather support to check your vehicle's charging system.

Frequently asked questions

How do I report a non-functional Ather Grid charger in India?

You can report a non-functional Ather Grid charger by calling Ather customer care at +91-7676600900 or emailing customercare@atherenergy.com. Provide the charger's location and ID if available. Alternatively, use the Ather Grid app to report the issue directly.

What is the expected turnaround time for fixing an Ather Grid charger issue?

Ather aims to resolve charging infrastructure issues within 24-48 hours. However, complex issues may take longer. You will receive updates via SMS or email once your complaint is registered.

Who do I contact for escalation if my Ather Grid charging issue is not resolved?

If your issue is not resolved within the expected timeframe, you can escalate by emailing customercare@atherenergy.com with your complaint reference number, or call +91-7676600900 and ask for a supervisor.

How to escalate a complaint with Ather grid

If the first response isn’t good enough, here’s the path to a resolution.

Ather Grid is Ather Energy's fast-charging network for its electric scooters. For issues related to charging sessions, app billing, or grid station access, start with Ather's customer care, then escalate to the grievance officer, and finally to the National Consumer Helpline if unresolved.

  1. Contact Ather Customer Care

    Reach out to Ather Energy's primary customer support for issues with the Ather Grid network, charging, or app.

    Customer Care Phone
    7676600900 Available 10am–7pm (per Ather Shop contact page).
    Customer Care Email
    customercare@atherenergy.com Primary support email for Ather Energy.
    Merchandise/Accessories Support Email
    merchsupport@atherenergy.com For issues with Ather accessories or merchandise orders.
    General Contact Page
    https://www.atherenergy.com/contact City-wise contact options and support form.
    • Keep your Ather Grid app user ID, charging session details, and any error messages ready.
    • If you don't get a resolution, note the ticket/incident number and the name of the support agent.

  2. Escalate to Grievance/Nodal Officer

    If customer care does not resolve the issue, escalate to Ather's grievance officer as per their terms.

    Grievance Officer Email
    grievance.officer@atherenergy.com Mentioned in Ather Grid Terms and Conditions; available 10AM–5PM.
    Grievance Officer (Privacy) Email
    privacy@atherenergy.com For privacy-related grievances, addressed to Mr. Arup Mandal.
    Secretary & Compliance Officer
    +91 80 6646 5750 Puja Aggarwal, for investor relations or compliance escalations.
    • Clearly state that you are escalating an unresolved complaint and include all prior communication references.
    • If your issue involves data privacy, use the privacy grievance email.
    We can draft this escalation for you →

  3. External Consumer Redressal

    If Ather fails to resolve your complaint, approach India's consumer protection mechanisms.

    National Consumer Helpline
    1915 Toll-free helpline for consumer complaints.
    NCH Website
    https://consumerhelpline.gov.in File a complaint online.
    • Before approaching the Consumer Commission, send a formal notice to Ather and keep proof of delivery.
    • You can file a complaint with the District/State/National Consumer Disputes Redressal Commission depending on the claim value.
    • For issues involving charging infrastructure or EV policy, you may also contact the Ministry of Heavy Industries or relevant state EV cell.

Tips for a stronger escalation

  • Document every interaction: save emails, chat transcripts, call logs, and note dates and names of representatives.
  • Be clear and concise about the problem, desired resolution, and timeline.
  • Escalate in writing (email) rather than phone calls to maintain a paper trail.
  • If a complaint is not resolved within 30 days, escalate to the next level.
  • Use the National Consumer Helpline (1915) for guidance and to file a formal complaint.
  • Check Ather's official terms and privacy policy for the latest grievance officer details.

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