Shell recharge · EV Chargers

Shell recharge EV Chargers: customer care and complaint escalation

Shell recharge customer care

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  1. ComplainLog it once, in the app.
  2. EscalateThe app tells you when and where to escalate next.
  3. ResolveTrack it until it is closed.
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How to escalate a complaint with Shell recharge

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

Shell Recharge is Shell's electric vehicle charging service in India. For issues with charging sessions, billing, or the app, start with Shell's dedicated 24x7 customer support, then escalate to Shell India's general contact or grievance channels, and finally to India's consumer protection authorities.

  1. Contact Shell Recharge Customer Support

    Reach out to Shell Recharge's dedicated customer care team for help with charging, billing, or app issues.

    Customer Care Phone
    011-408-49548 24x7 support for Shell Recharge
    Customer Care Email
    shellrechargeindia@shell.com For Shell Recharge queries
    • Have your account details, charging session ID, and any error messages ready.
    • If you are not satisfied with the response, ask for a complaint reference number.

  2. Escalate to Shell India General Contact or Grievance Channel

    If the issue is not resolved, escalate to Shell India's general contact or use their live chat for further assistance.

    General Enquiries Email
    enquiries-in@shell.com For general Shell India queries
    General Enquiries Phone
    044-3099 1103, 044-4344 2650 Monday to Friday, 9:30 AM – 5:30 PM
    • Mention that you have already contacted Shell Recharge support and provide the reference number.
    • If you have a complaint about service quality at a Shell retail station, use the same contact details.

  3. External Escalation via Consumer Protection Authorities

    If Shell does not resolve your complaint, escalate to India's consumer grievance redressal mechanisms.

    National Consumer Helpline
    1915 Toll-free helpline for consumer complaints
    Consumer Helpline Website
    https://consumerhelpline.gov.in Online complaint registration
    • File a complaint on the National Consumer Helpline portal or call 1915.
    • You can also approach the Consumer Commission under the Consumer Protection Act, 2019 for further escalation.
    • If the issue involves payment or banking, you may approach the RBI Ombudsman.

Tips for a stronger escalation

  • Keep a record of all communications, including dates, times, and names of representatives.
  • Clearly state your desired resolution (e.g., refund, credit, technical fix) when escalating.
  • Use email or written communication for formal complaints to have a paper trail.
  • If you use social media, tag Shell India's official handle for faster response.
  • Check Shell Recharge's terms and conditions for any specific complaint procedures.
  • Escalate to consumer forums only after giving the company a reasonable time to respond.

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Log the complaint once in the Simply C2 app and keep every escalation step, date and reply in one place.

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