VIDA · India

VIDA customer care and complaint escalation, India

VIDA customer care

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How to escalate a complaint with VIDA

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

VIDA is Hero MotoCorp's electric scooter brand in India. For support, customers can reach out via the VIDA app, website, or dedicated helpline. Escalation options include the company's grievance officer and external consumer forums.

  1. Contact VIDA Customer Care

    Reach out to VIDA's official customer support for assistance with product issues, service bookings, or general inquiries.

    Toll-Free Helpline
    1800 266 8432 Available Monday to Sunday, 9 am to 6 pm.
    Email
    response@support.vidaworld.com For support inquiries and concerns.
    Roadside Assistance Toll-Free
    1800 309 9793 For roadside assistance requests.
    • You can also raise a service request through the VIDA App.
    • Visit the official contact page for more options: https://www.vidaworld.com/contact-us.html

  2. Escalate to Grievance Officer

    If your issue is not resolved by customer care, escalate to Hero MotoCorp's Grievance Officer as per their privacy policy.

    • The Grievance Officer is responsible for redressing grievances of users of Hero MotoCorp websites.
    • Use the official complaint submission form on Hero MotoCorp's website: https://www.heromotocorp.com/en-in/my-account/help-and-support/raise-complaint.html
    • Mention that you are escalating after an unsatisfactory response from customer care.

  3. External Consumer Forum / Regulator

    If the company fails to resolve your complaint, approach the National Consumer Helpline or the Consumer Commission under the Consumer Protection Act, 2019.

    National Consumer Helpline
    1915 Toll-free, available 8 AM to 8 PM.
    National Consumer Helpline WhatsApp
    +918800001915 For online complaints.
    NCH Website
    https://consumerhelpline.gov.in/ Official portal for filing consumer grievances.
    • You can also file a complaint with the Consumer Commission under CPA 2019 if the matter is not resolved.
    • For safety-related defects, you may report to the Ministry of Road Transport & Highways or the relevant sector regulator.

Tips for a stronger escalation

  • Keep records of all communications, including call logs, emails, and complaint reference numbers.
  • Clearly state your issue, desired resolution, and any previous attempts to resolve it.
  • Use written communication (email or complaint forms) for a paper trail.
  • Escalate in a timely manner; do not wait too long after the initial complaint.
  • If approaching a consumer forum, check the applicable pecuniary jurisdiction and file accordingly.
  • For safety issues, report to the appropriate government authority immediately.

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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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