How to File a Complaint Against a Telecom Company?

Unresolved call drops, inflated bills, or constant service disruptions can disrupt your daily routine and test your patience. Despite repeated follow-ups, many telecom complaints remain ignored or unresolved. What most people don’t realise is that there is a structured, time-bound mechanism to address such issues, right from raising a complaint with the operator to taking formal legal action. In this article, you will learn how to file a complaint against a telecom company in India.

Who Can File a Complaint Against a Telecom Company?

The persons who can file a complaint against a telecom company are listed below:

Prepaid or Post-paid Mobile Users

Any person who uses a SIM card issued for mobile services—whether prepaid or post-paid—can file a complaint. This includes issues like call drops, balance deductions, mobile data errors, or unwanted services charged without consent. The user must have a valid mobile number and identity proof linked to the service.

Broadband, DTH, or Landline Customers

Subscribers who use broadband internet, DTH television, or landline connections from licensed telecom providers can also raise complaints. Problems may include slow internet speed, channel package disputes, poor network coverage, or billing discrepancies. The user must hold a valid customer ID or service number.

Corporate or Business Account Holders

Companies that use bulk telecom services under a business or enterprise account can also initiate complaints. These include leased lines, PRI connections, business internet plans, or toll-free services. The complaint must come from the authorised signatory or the registered contact person of the firm.

Parents or Guardians on Behalf of Minors

When a telecom connection is used under the name of a minor, the parent or legal guardian has the right to raise a complaint. They must provide valid identity documents and service details to confirm their relationship with the user and their authority to represent the minor.

Legal Representatives of Consumers

If the original consumer is unable to take action due to illness, absence, or legal incapacity, a person with legal authority—such as a power of attorney holder or authorised agent—can file the complaint. They must submit supporting legal documents to prove their authority and the reason for representation.

Grounds to File a Complaint Against a Telecom Company

The grounds on which you can file a complaint against a telecom company are as follows:

Unresolved Network Issues

When calls drop frequently, the signal remains weak, or mobile data does not work despite full recharge, the user can file a complaint. If the operator fails to improve the service after repeated requests, the issue becomes a valid ground for escalation.

Incorrect Billing or Overcharging

If the telecom provider sends inflated bills, adds charges for services not used, or deducts an extra balance from prepaid users without approval, the consumer can report it. Disputes over roaming charges or bill plans also fall under this category.

Activation of Unauthorised Services

Telecom companies sometimes activate caller tunes, subscriptions, or data packs without the user’s consent. If any such service is activated and charged without permission, the user has the right to file a formal complaint.

Delay in Service Activation or Closure

When a telecom provider delays the activation of a new connection or does not close a requested service despite full payment, the user can take action. The same applies to the number of portability requests not processed within the prescribed time.

Failure to Resolve Complaints on Time

As per the rules, telecom companies must address complaints within a specific time. If they fail to respond or provide an unsatisfactory resolution, the consumer can escalate the matter to the next level of redressal.

Data Privacy or Confidentiality Breach

If a telecom operator leaks customer data, shares personal details without consent, or causes harm due to privacy violations, the affected user can file a complaint under both telecom and data protection guidelines.

Steps to File a Complaint against a Telecom Company

The steps to file a complaint against a telecom company are listed below:

Step 1: Access the Official Website of the Service Provider

You must begin by visiting the official website of your telecom service provider. This platform contains a dedicated grievance section where you can file complaints related to network issues, billing errors, service delays, or unauthorised deductions.

Step 2: Log in Using Your Registered Mobile Number or Customer ID

To proceed, you need to log in with your registered mobile number, customer ID, or email address. In most cases, the portal sends an OTP to your mobile number to confirm your identity. This step ensures that your complaint is correctly linked to your account.

Step 3: Select the Relevant Category of Complaint

Once logged in, you will be asked to choose the complaint category. You must select the exact nature of your issue—such as billing, service quality, unauthorised activation, or SIM-related problems. This helps the telecom operator route your complaint to the concerned department for faster resolution.

Step 4: Provide Detailed and Accurate Information

Next, you must fill in all the required details. Mention your service number, the date and time of the incident, and a concise explanation of the issue. If you have any proof—such as bills, screenshots, or transaction details—you should upload them as supporting documents. Your complaint must be fact-based and easy to understand.

Step 5: Submit the Complaint and Record the Docket Number

After verifying all details, you must submit the complaint. The portal then generates a unique complaint reference number, also known as a docket number. You should save this number, as it is essential for tracking the status and for any future escalation.

Step 6: Track the Complaint Status on the Portal

Once your complaint is registered, you can monitor its progress on the same portal. You will find a complaint dashboard or history section that shows whether your complaint is under review, resolved, or closed. All official responses from the company appear here.

Step 7: Note the Resolution Timeline

As per TRAI norms, the company must resolve your complaint within three days for basic issues. If the issues remain unsolved after the mentioned time frame which is three days, you can file a consumer complaint.

How to File a Consumer Complaint Against a Telecom Company?

To file a consumer complaint against a telecom company you need to follow the steps listed below:

Step 1: Prepare a Formal Complaint

You must begin with a properly written complaint addressed to the relevant Consumer Commission. Mention your full name, complete address, mobile number, and valid email ID. Include the name of the telecom company, your connection number, and the exact issue you face. Mention whether the problem relates to overbilling, unauthorised deductions, poor network, or failure to resolve service requests. List all dates of interaction, complaint reference numbers, and any verbal or written responses you receive. Clearly state what outcome you expect—refund, service correction, or compensation. Use simple language and avoid emotional or personal statements.

Step 2: Collect Supporting Documents

You need to gather all documents that support your case. These include bills, complaint copies, service reports, and payment receipts. Arrange the papers in order and scan them for online use. Make sure each document confirms a part of your complaint. Include the following:

Bills or recharge slips that prove payment

Emails, messages, or call logs that show communication

Screenshots of deductions or service failure

Complaint docket numbers and responses

Proof of your identity such as Aadhaar, voter ID, or PAN

Each document must relate directly to your issue. Avoid attaching irrelevant material.

Step 3: Send a Legal Notice to the Telecom Company

Before you file your case, you must send a formal notice to the company. In this notice, explain your complaint, refer to past complaints and responses, and demand a solution. State your telecom number, the name of the company, the exact service issue, and your expectations—such as a refund, repair, or cancellation of charges. Give the company a fixed deadline—usually between 15 and 30 days—to respond. This step shows that you offer one final chance to resolve the issue before legal action.

Step 4: File the Complaint with the Consumer Commission

If the company fails to act within the time given in the legal notice, you can file your complaint with the Consumer Commission. You must choose the correct forum based on the total value of your claim. This includes the cost of service, compensation, and any related losses. The three levels are:

District Consumer Dispute Redressal Commission(DCDRC) – The District Consumer Dispute Redressal Commission handles cases with a claim value of up to Rs 1 crore.

State Consumer Dispute Redressal Commission(SCDRC)– The State Commission Dispute Redressal Commission deals in cases with a claim amount ranging from Rs. 1 crore to Rs. 10 crore.

National Consumer Dispute Redressal Commission(NCDRC)– The National Consumer Dispute Redressal Commission(NCDRC) is the apex consumer commission. It handles claims above 10 crore.

You can submit your complaint through the E-Jagriti Portal or visit the Commission office in your district.

Step 5: Appear Before the Forum and Present Your Case

Once your complaint is accepted, the Commission issues a notice to the telecom company and schedules a hearing. You must attend the hearing yourself or send an authorised representative. Carry out the original documents and explain your complaint step-by-step. Provide a clear timeline of events and refer to your evidence. The Commission reviews the case, hears both parties and passes a final order. This order holds legal authority.

If you want a faster and more contactless way to settle your telecom dispute, you can choose the Online Dispute Resolution system. ODR allows you to file your complaint and submit your documents entirely through a digital process. You receive a valid decision without any court visit. The ODR system helps you save time, avoid paperwork, and reduce costs. It suits consumers who want an efficient and affordable method to resolve their issues with minimal effort.

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

To sum up, filing a complaint against a telecom company requires clarity, evidence, and proper escalation. From raising an issue with the operator to reaching the Consumer Forum or opting for ODR, you have multiple routes to seek resolution. Each step ensures that your rights remain protected and your concerns receive due attention under the law. If you require any assistance in filling your complaint through ODR, get in touch with Online Legal India.