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29 Aug, 2025
By Online Legal India
Published On 09 Jun 2022
Updated On 10 Jul 2025
Category Consumer Complaint
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.
The persons who can file a complaint against a telecom company are listed below:
Any person who uses a SIM card issued for mobile services—whether prepaid or postpaid—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.
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.
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.
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.
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.
The grounds on which you can file a complaint against a telecom company are as follows:
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.
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.
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.
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.
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.
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.
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.
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:
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:
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. This platform allows you to file your complaint and submit your documents entirely through a digital process. You receive a legally valid decision without any court visit. The ODR system helps you save time, avoid paperwork, and reduce legal costs. It suits consumers who want an efficient and affordable method to resolve their issues with minimal effort.
The reasons to prefer ODR over legal forum proceedings are listed below:
ODR platforms follow a user-friendly format. You do not deal with legal formalities, procedural delays, or offline filings. You complete the entire process through a guided online interface, which requires no legal background.
You do not need to visit a Consumer Commission or attend in-person hearings. All communication, submissions, and resolutions happen through video conferencing, emails, or secure chat modules. This reduces travel, saves time, and avoids scheduling conflicts.
ODR platforms follow strict internal timelines. Unlike consumer forums, which often take months due to caseloads and procedural steps, ODR processes typically resolve disputes in a few weeks. This suits consumers who seek timely outcomes.
You do not need to pay high filing fees or engage a lawyer. Most ODR platforms offer affordable dispute packages or fixed-rate services. This reduces the financial burden, especially for low-value telecom claims.
The platform stores your complaint, evidence, and outcome in a secure digital format. You can download or access them at any time. This ensures transparency, reduces paperwork, and eliminates the risk of lost documents.
ODR panels include certified mediators and arbitrators who act as neutral third parties. The outcome has legal standing under India's Information Technology Act and is enforceable under the law if required.
Online Dispute Resolution, or ODR, allows individuals and businesses to settle disputes through digital platforms without the need to appear in court. It uses secure tools such as authorised portals, emails, and video conferencing to manage the entire process. ODR proves useful in resolving issues related to consumer grievances, service lapses, payment disagreements, and contractual conflicts.
ODR functions as part of the wider Alternative Dispute Resolution (ADR) system. It follows three core approaches—mediation, negotiation, and arbitration. Each method follows a specific process and carries its legal validity under Indian law.
Mediation is an informal and non-binding method of dispute resolution. In this process, a neutral third party—known as the mediator—assists both sides in understanding the problem and finding a mutually acceptable solution. The mediator does not impose a decision or judgment. Instead, the role focuses on encouraging open discussion, identifying concerns, and guiding both parties toward a voluntary agreement. Mediation maintains confidentiality, reduces tension, and creates space for constructive settlement without legal pressure.
Negotiation allows both parties to resolve the dispute through direct interaction or with the help of a neutral facilitator. Each side explains its concerns, presents its demands, and explores possible solutions. No third party delivers a decision or judgment. The outcome relies entirely on mutual agreement. This method ensures flexibility, saves time, and often prevents the need for formal legal proceedings.
Arbitration is a formal process where a neutral arbitrator reviews the facts, hears both sides and delivers a binding decision. The arbitrator may be a retired judge, legal professional, or subject matter expert with the authority to resolve the dispute. The outcome, known as the arbitral award, carries legal validity under the Arbitration and Conciliation Act, 1996. This award holds the same legal status as a civil court order and is enforceable through the judicial system.
As of early 2024, all combined ODR platforms across India have successfully resolved over 500,000 consumer disputes, reflecting strong growth in trust and usage. This milestone marks a significant leap in digital grievance redressal, positioning ODR as a credible, efficient alternative to traditional legal forums.
Online Dispute Resolution holds full legal recognition under Indian law. The Consumer Protection Act, of 2019 and the Arbitration and Conciliation Act, 1996 establish the enforceability of their outcomes. Awards and settlements issued through ODR carry the same legal weight as orders passed by civil courts.
Institutions such as NITI Aayog, the Supreme Court of India, and digital redressal platforms like E-Jagriti actively support the use of ODR. This endorsement confirms ODR’s status as a reliable, time-bound, and enforceable alternative to conventional legal forums.
How to File a Consumer Complaint Through ODR
The steps to file a complaint through ODR are listed below:
Step 1: Collect All Supporting Documents
Before you begin, you must gather all documents that prove your complaint. These include your purchase invoice, payment confirmation, and warranty papers. If the product is damaged, take clear pictures. Keep copies of email replies, SMS records, and chat transcripts that show your communication with the seller or service provider. These documents help you build a strong and clear case.
Step 2: Register on a Verified ODR Platform
Visit a recognised ODR platform approved to handle consumer complaints. Create your account with your name, mobile number, and email ID. Use the complaint section to submit your issue. Enter the name of the company, product or service details, date of transaction, and a short but complete description of the problem. Upload all documents you collected. Once submitted, you need to check all the entries before submission to avoid any mistakes.
Step 3: Participate in the Mediation Process
Once your complaint is accepted, the platform assigns a mediator. The mediator acts as a neutral link between you and the opposite party. You receive updates and meeting schedules through email or SMS. You attend the session through a secure video call or online chat. The mediator listens to both sides, examines the documents, and suggests a fair solution. You can accept or reject the outcome. If both parties agree, the issue ends here.
Step 4: Move to Arbitration if Mediation Fails
If the mediation does not give a result, you can choose arbitration. This stage starts only after both parties agree. You must submit the mediation report and request arbitration. The platform then appoints an arbitrator with legal authority to decide the case. This process becomes binding once both parties submit consent.
Step 5: Attend the Arbitration Hearing
The arbitrator sends you a date and login credentials for the hearing. You must log in on time, present your side, and share all documents clearly. Answer any questions raised during the session. The arbitrator checks every fact, examines the proof, and follows the law to reach a final decision. The opposite party also presents their side before the award is issued.
Step 6: Receive the Arbitral Award
Once the hearing ends, the arbitrator prepares the final order. This order is called an arbitral award. It carries legal force under the Arbitration and Conciliation Act, 1996. If the decision is in your favour, the award directs the company to refund, replace, or compensate you. The matter ends once the platform delivers the award to both parties.
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 Commission or opting for ODR, you have multiple legal routes to seek resolution. Each step ensures that your rights remain protected and your concerns receive due attention under the law.
For seamless support, legal accuracy, and expert handling, Online Legal India offers end-to-end assistance in telecom dispute redressal. Their expert team helps you file complaints, draft legal notices, and access fast-track ODR solutions—ensuring your issue receives the resolution it deserves.
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