How to File a Complaint against GTPL KCBPL?

GTPL KCBPL is a major provider of broadband internet and cable TV services in several regions. Many users experience common issues such as slow connectivity, frequent outages, billing mistakes, or unresponsive customer care. These challenges can lead to frustration and inconvenience. It becomes important to know how to file a complaint properly. A clear understanding of the complaint process can help customers resolve problems faster and ensure that their concerns are taken seriously by the service provider. In this blog, you will learn how to file a complaint against GTPL KCBPL.

Common Issues Faced by GTPL KCBPL Customers

Listed below are the common issues faced by GTPL KCBPL Customers:

Frequent Internet Disconnection

Many users experience frequent, sudden internet connection losses. This affects important tasks such as online meetings, studies, and banking. The issue often occurs without any prior warning or scheduled maintenance notice.

Slow Internet Speed

Customers often receive speeds much lower than the plan they pay for. The difference becomes noticeable during video calls, streaming, or file downloads. In some areas, this issue continues for weeks without resolution.

No Connectivity

At times, the internet stops working completely. Modems show no signal or remain stuck on the red light. This leaves users without any access to the internet, causing serious disruption to daily activities.

Poor Cable TV Signal Quality

Many users complain about unclear channels, distorted visuals, or loss of audio. Channels may disappear without notice, and some set-top boxes show error codes. These problems occur even after regular payments.

Incorrect Billing or Overcharging

Some customers receive bills with unexplained charges or higher amounts than agreed. In many cases, the system adds extra days or services not requested. Refunds for such errors do not reflect in the next bill.

Delayed Installation or Activation

After booking a new connection or service upgrade, some users wait several days or even weeks. Technicians do not visit on time or provide vague reasons for the delay. This affects first-time customers the most.

Unresponsive Customer Support

When customers call or email for help, they do not receive proper replies. The support team either puts the complaint on hold or closes it without solving the issue. Many users feel ignored or unattended.

Repeated Service Downtime

Customers often experience long hours of internet or cable outages multiple times a month. The company does not inform users in advance or explain the reason clearly. This results in wasted effort and delays in productivity.

Faulty or Damaged Equipment

Some users receive routers or set-top boxes that stop working within a few weeks. Others face heating issues or power problems. Even after reporting, the company takes a long time to replace the device.

Refund and Disconnection Delays

After requesting service termination or a refund, users wait for several weeks. The company does not confirm the cancellation or transfer the amount within the promised period. This causes financial inconvenience and confusion.

How to File a Complaint against GTPL KCBPL Through Its Internal Grievance Support?

Below is the step-by-step process to file a complaint against GTPL KCBPL through its internal grievance Support:

Step 1: Gather Evidence

Before raising a complaint, collect all relevant documents and proof related to the issue. These may include:

Customer ID or Subscriber Number

Copies of bills or payment receipts

Screenshots showing internet speed test results or service disruptions

Photos of faulty equipment (router, set-top box)

Call logs or email threads with customer care

Complaint reference numbers (if you have raised it before)

This documentation strengthens your complaint and helps the support team understand the issue clearly.

Step 2: Visit the Official GTPL KCBPL Website

Go to the official GTPL KCBPL portal. The homepage displays options related to services, support, and contact. Scroll down to find the support section. Click on it to access the complaint-related page. This platform allows customers to raise service issues directly.

Step 3: Access the Complaint Form

Once you enter the support section, find and click on the link that says “Lodge a Complaint” or “Raise a Ticket.” This opens the online complaint form. This page is meant for existing users who face technical, billing, or connectivity issues. You must provide details that help the company trace your account and understand the issue clearly.

Step 4: Fill and Submit the Complaint Form

Enter your full name, registered mobile number, and customer ID. Select the type of service — cable or broadband. Choose the issue category, such as “No internet,” “Billing error,” or “Equipment issue.” Describe the problem in a few sentences. Upload images or documents if the form allows. After entering all the details, click submit. You receive a complaint ID for future tracking.

Step 5: Call the Customer Care Number

Dial the toll-free number 1800-419-0419. This number connects you with GTPL’s customer support. Provide your subscriber ID and explain the problem. Ask for a complaint reference number if the representative registers your concern over the phone. This step helps in urgent cases.

Step 6: Escalate to the Nodal Officer

If the issue remains unresolved after a few days, escalate it to the regional nodal officer. GTPL lists contact details of nodal officers on their website. Send an email with the complaint ID, a summary of the issue, and all relevant proof. Nodal officers handle complaints that do not get proper attention at the first level.

Step 7: Reach the Appellate Authority

If the nodal officer does not respond within 10 working days, send your complaint to the appellate authority. This is the final level of escalation within GTPL’s system. Include all previous communication and ask for a resolution within a specific time frame.

However, Consumers may first try to resolve their issues through GTPL KCBPL’s internal grievance system. However, the resolution process often takes longer than expected and may not always lead to a satisfactory outcome. As a better alternative, Online Dispute Resolution (ODR) platforms offer an effective and fully digital method to file complaints.

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

Filing a complaint against GTPL KCBPL begins with collecting all necessary documents and submitting the issue through the company’s internal grievance system. If the matter stays unresolved, you can proceed your complaint process through Online Dispute Resolution (ODR) platform for faster and effective redressal. If you require any assistance in filling your complaint through ODR, get in touch with Online Legal India.