How to File a Complaint against Act Fibernet?

ACT Fibernet is a popular internet service provider in India. It offers high-speed broadband services to both residential and commercial users. Despite its widespread use, many customers face common issues. These include slow internet speed, unexpected outages, billing errors, and lack of proper customer support. Such problems can cause inconvenience in daily tasks. Therefore, it is important to know how to file a complaint. This helps in resolving issues quickly and ensures a smoother internet experience. In this blog, you will learn how to file a complaint against Act Fibernet.

Common Issues Faced by ACT Fibernet Users

Listed below are the common issues faced by ACT Fibernet users:

Slow Internet Speed

Many customers receive much lower internet speed than what ACT Fibernet promises in the plan. This affects online work, streaming, downloads, and general browsing. Even after raising complaints, the speed does not improve in many cases.

Frequent Service Outages

Users often face sudden disconnection of internet service without any notice. These interruptions affect important tasks like online meetings, digital classes, and entertainment. Prolonged or repeated outages cause frustration and loss of productivity.

Billing Errors

Some customers report mistakes in their monthly bills. These include being charged for services they did not use, double billing, or incorrect tax amounts. Resolving such issues often takes multiple follow-ups and wastes time.

Delay in Installation or Disconnection

New users may have to wait for several days or even weeks to get their internet connection installed. Similarly, those who request disconnection face delays, even after submitting formal requests. This shows poor handling of service requests.

Poor Customer Support

ACT’s customer care often fails to respond promptly or provide a proper solution. Complaint tickets remain unresolved for days. Some users receive automated replies without any real action. This results in a negative customer experience.

Router or Equipment Issues

ACT provides routers and other devices to users. Sometimes these devices do not work properly. Users face issues such as weak Wi-Fi signals or constant disconnection. ACT often delays replacing faulty equipment.

Unnotified Plan Changes

Customers sometimes notice changes in their internet plan or new add-ons without giving consent. These changes lead to unexpected charges in the bill and cause confusion.

Non-refund of Security Deposit

After disconnection, ACT delays the refund of the security deposit. Many users do not receive clear communication or updates regarding the refund, which creates financial concerns.

How to File a Complaint against ACT Fibernet through its Internal Grievance Redressal Mechanism?

Here is a step-by-step process to file a complaint against Act Fibernet through its Internal Grievance Redressal Mechanism:

Step 1: Call ACT Fibernet Customer Care

A user must first contact ACT Fibernet’s toll-free customer support number: 1800-102-2837. This allows direct interaction with a support executive. The user must explain the issue clearly and request a service ticket. The support team registers the complaint and shares a reference number for future use.

Step 2: Send an Email to ACT Support

If the phone line does not provide a proper response, the user can send a complaint email to helpdesk@actcorp.in. The email must include the user ID, contact number, nature of the issue, and any past complaint details. ACT replies through email with a ticket number.

Step 3: Use the ACT Fibernet Mobile App or Website

A user can log in to the ACT Fibernet mobile app or visit the official ACT Fibernet portal. After logging in, the user can go to the “Support” or “Help” section. There, they can raise a new complaint and describe the issue. The system generates a complaint number for tracking.

Step 4: Follow Up through Social Media

If the issue remains unresolved, the user can post a complaint on ACT’s official social media handles. These include Twitter (@ACTFibernet) and Facebook (@ACTFibernet). The user must share the ticket number and explain the delay or poor resolution to gain quick attention.

Step 5: Escalate to the Nodal Officer

If no resolution occurs after the first response, the user can escalate the issue to the Nodal Officer. ACT lists the contact details of regional officers on its website. The user must share the complaint number and explain the complete issue with relevant proof.

Step 6: Contact the Appellate Authority

If the Nodal Officer does not resolve the issue, the user can reach out to the Appellate Authority. ACT provides the contact information for the appellate level on its website. The user must explain all previous actions and request a final resolution.

However, consumers can file a complaint through ACT Fibernet’s internal grievance support system, but the process may be time-consuming and subject to delays. While it can be effective, it often involves physical visits, legal formalities, and long waiting periods. In contrast, Online Dispute Resolution (ODR) offers a faster, fully digital alternative that saves time, reduces legal hassles, and ensures quicker resolution without the need for in-person appearances.

What is Online Dispute Resolution?

Online Dispute Resolution is an entirely digital system for resolving disputes, utilising technology-driven platforms to facilitate every stage from the initial filing and evidence submission to virtual hearings, negotiations, and final decisions. It incorporates traditional dispute resolution methods such as negotiation, mediation, and arbitration, all conducted online via tools like video conferencing, chat, and secure document sharing. This comprehensive online workflow enables parties to engage in dispute resolution without needing to meet in person, making the process more convenient and accessible while maintaining the structured framework of Alternative Dispute Resolution methods.

Why Choose Online Dispute Resolution?

Consumers prefer ODR for several reasons:

Cost-effective & Time-efficient

Online Dispute Resolution (ODR) significantly cuts down on expenses related to travel, legal representation, and court fees. Since the entire process takes place digitally, parties can save both time and money that would otherwise be spent attending physical hearings or waiting through lengthy legal procedures. Most disputes are resolved in a matter of days or weeks instead of the months—or even years—it often takes in traditional courts.

Accessible & Convenient

ODR platforms are designed to be user-friendly and available around the clock, allowing participants to engage in the process from anywhere in the world. This makes it especially beneficial for cross-border or interstate disputes where physical presence can be challenging. Whether you’re a consumer or a business, you can submit evidence, communicate with the other party, and attend virtual hearings—all from the comfort of your home or office.

Privacy & Security

Unlike traditional court proceedings that are often public, ODR ensures a higher degree of confidentiality. Sensitive documents, communications, and decisions are securely handled through encrypted digital platforms. This protects the privacy of both parties and provides a safe, confidential environment for resolving disputes without public exposure.

How to File a Complaint through ODR?

Filing a complaint through Online Dispute Resolution (ODR) is simple and follows a structured process. Here’s a step-by-step guide:

Step 1: Collect All Relevant Evidence

Before initiating your complaint, gather all documents and proofs that support your claim. These may include:

• Receipts or invoices
• Emails, chat transcripts, or messages with the company
• Photographs of defective products or damages
• Payment proofs or bank statements

Having organized and clear evidence strengthens your case and speeds up the resolution process.

Step 2: Submit Your Dispute Through an ODR Platform

You can file your complaint either through an official Government ODR Portal or a private ODR platform, such as Online Legal India. Provide all necessary details, attach supporting documents, and describe your issue clearly. The platform will appoint a neutral mediator. The mediator will send the mediation notice to the other party.

Step 3: Participate in Mediation Proceedings

During the mediation, the mediator facilitates discussions between you and the other party via email, chat, or video call. Both parties present their viewpoints and approach for a resolution.

After the mediation process, the mediator will provide a mediation report summarizing the discussions and recommendations. Based on this report, a settlement is determined. Possible outcomes may include:

• Refund of charges
• Compensation for damages
• Official apologies or service corrections
• Settlement of Disputes

Step 4: Settlement

If mediation is successful, the agreement is documented, and both parties are expected to comply with the terms. If you need assistance in filling your dispute, get in touch with Online Legal India.  

Conclusion

Individuals facing issues with ACT Fibernet have several effective avenues to seek resolution. From approaching customer support to using modern Online Dispute Resolution (ODR) methods. With proper documentation and timely action, service-related concerns can be addressed fairly. These complaint mechanisms empower consumers to hold service providers accountable and ensure a better and hassle-free internet experience. If you require any assistance in filling complaint through ODR, get in touch with Online Legal India.