Xiaomi · India

Xiaomi customer care and complaint escalation, India

Xiaomi 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 Xiaomi

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

Xiaomi India provides a structured three-level escalation process for customer grievances. Start with the primary customer care helpline, escalate to the Grievance Officer if unresolved, and finally approach external consumer protection bodies.

  1. Primary Customer Care

    Contact Xiaomi India's customer support via phone, chat, or email for initial resolution of your issue.

    Customer Service Helpline
    1800 103 6286 Available from 10 AM - 7 PM (some sources say 9 AM - 9 PM).
    Online Chat
    https://www.mi.com/in/support/online/ 24/7 chat support available.
    Email Support
    https://www.mi.com/in/support/offline-form/ Use the online form to submit an email request.
    • Keep your device IMEI number, invoice, and order ID ready.
    • If the issue is not resolved, ask for a complaint reference number.

  2. Escalation to Grievance Officer

    If the primary support does not resolve your issue, escalate to Xiaomi's Grievance Officer as per their three-level escalation matrix.

    Grievance Officer Email
    grievance.officer@xiaomi.com Contact the Grievance Officer for unresolved complaints.
    Grievance Officer Phone
    011 65560555 Mon-Sat, 10 AM to 7 PM.
    • Provide all previous correspondence and reference numbers.
    • You can also raise a grievance ticket through the official support page.
    We can draft this escalation for you →

  3. External Consumer Protection

    If Xiaomi's internal escalation fails, approach 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 portal.
    • File a complaint with the Consumer Commission under the Consumer Protection Act, 2019.
    • For product safety issues, you may also contact the Bureau of Indian Standards (BIS).

Tips for a stronger escalation

  • Always keep a record of your complaint reference numbers and all communication with customer support.
  • Clearly state your issue, desired resolution, and any deadlines when escalating.
  • Use written communication (email or chat) to have a paper trail.
  • If contacting via phone, note the date, time, and name of the representative.
  • Escalate to the Grievance Officer only after giving the primary support a reasonable chance to resolve.
  • For unresolved issues, file a complaint on the National Consumer Helpline portal within the applicable limitation period.

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