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01 Sep, 2025
By Online Legal India
Published On 21 Jan 2021
Updated On 17 Jul 2025
Category Consumer Complaint
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.
Listed below are the common issues faced by GTPL KCBPL Customers:
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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:
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 a legally valid and fully digital method to file complaints. These platforms help consumers get faster redressal without the need to visit any office or go through lengthy legal procedures.
Online Dispute Resolution (ODR) offers a convenient way to resolve consumer complaints through digital platforms. It helps customers and service providers settle issues without visiting any court or office. The process uses tools such as emails, chats, or video calls to handle disputes. ODR saves time, reduces stress, and ensures a legally valid resolution. This makes it a simpler and faster alternative to traditional legal procedures.
Online Dispute Resolution (ODR) works through three main methods:
Negotiation in ODR is the simplest and most direct way to resolve a dispute. It enables the consumer and the service provider to communicate with each other through online tools like email or chat. Both sides share their concerns and try to find a solution together without involving a third party. In negotiation, no third party takes part in the discussion. The consumer and the company talk directly to each other to understand the issue and find a fair solution. This method is quick, low-cost, and often the best way to resolve minor problems or clear up simple misunderstandings. If negotiation fails to resolve the issue, the complaint can move to the next stage of mediation for further assistance.
Mediation in ODR is a process where a neutral and independent person, called a mediator, assists the consumer and the service provider in resolving their dispute. The mediator remains neutral and does not impose any decisions. Their role is to help both parties understand each other’s views and guide them toward a solution that feels fair to both. This process takes place online using emails, video calls, or chat. This makes it easy and accessible for both parties. It is completely voluntary, private, and allows flexibility in how discussions happen. Mediation is useful when direct talks fail, but both sides still want to settle the issue peacefully. If no agreement is reached, the dispute can move forward to arbitration for a final decision.
Arbitration is an online method used to resolve disputes fairly and lawfully. A neutral person, called an arbitrator, handles the case and gives a final decision. The arbitrator can be a retired judge, legal expert, or industry specialist. Both the consumer and the company present their side through a secure digital platform. They upload documents, provide evidence, and respond to questions through video calls or written communication.
The arbitrator hears both sides of the dispute, goes through all the facts, and reviews the case with full attention. After understanding every detail, the arbitrator gives a final decision that both parties must accept and follow, as it holds legal value. This process is simple, easy to understand, and removes the need for complicated court steps. It gives both sides a fair chance and helps resolve the issue from home in less time.
Here is the key reason to choose Online Dispute Resolution (ODR):
ODR resolves disputes in a shorter period. It avoids delays that often happen in traditional court procedures. The process moves step by step without long waiting periods.
ODR takes place through digital platforms. You can file complaints, submit documents, and attend hearings without leaving your home. It removes the need to visit offices or legal centres.
ODR reduces the cost of travel, legal advice, and paperwork. It suits consumers who want a quick and affordable solution without spending extra money on court cases.
ODR platforms have a simple layout. They provide clear instructions. Even a person with no legal background can understand the steps and submit a complaint without confusion.
An independent person handles the case. This person listens to both sides without favouring anyone. Each party gets equal time to explain their issue and give proof.
ODR decisions, especially in arbitration, hold legal value. Both parties must follow the result. It gives the same effect as a court order but with fewer formalities.
ODR keeps all case details private. No third person can access the discussion or documents. This helps protect your personal and sensitive information.
ODR offers three clear options: negotiation, mediation, and arbitration. You can choose the one that fits your case. The platform guides you based on the nature of your complaint.
ODR needs only a mobile phone, tablet, or computer with internet. It allows participation from home, the workplace, or other location. This makes it easier for those in remote areas who face travel difficulties.
ODR works well for common complaints like overcharging, refund issues, or service failures. It gives quick solutions without stress and helps consumers face big companies with confidence.
Below is the step-by-step process to file a complaint against GTPL KCBPL through Online Dispute Resolution (ODR):
Step 1: Collect All Relevant Evidence
Start by collecting all documents and proof related to the issue with GTPL KCBPL. This includes your subscriber ID, payment receipts, screenshots of service failure or slow internet speed, and other required documents. These documents prove that you made a genuine effort to resolve the issue with GTPL through their internal system.
Step 2: File the Complaint Through an ODR Platform
Visit a government-approved ODR portal or a reliable Online Dispute Resolution platform such as Online Legal India.
Step 3: Participate in Mediation Proceedings
After registration, the ODR platform assigns a neutral mediator. This person contacts both you and GTPL KCBPL through digital means like email, video call, or chat. You both get a chance to explain the issue. The mediator listens to both sides and helps you communicate clearly. If both parties agree on a solution, the mediator records it in writing. The dispute is then considered resolved and legally valid.
Step 4: Initiate Arbitration (If Mediation Fails)
If mediation fails and no agreement is reached, you can request arbitration—if both parties agree or if a dispute resolution clause exists. Submit a request to the ODR platform, along with your original complaint, evidence, and a copy of the failed mediation report. Arbitration takes place under the Arbitration and Conciliation Act, 1996, and follows all applicable legal timelines.
Step 5: Attend the Arbitration Hearing
The platform schedules an online arbitration hearing. A qualified arbitrator listens to your side and GTPL’s response. You must present your documents, explain your issue clearly, and answer questions honestly. GTPL also submits its version. The entire process remains confidential and is conducted digitally, ensuring fairness for both sides.
Step 6: Receive and Enforce the Arbitral Award
Once the hearing ends, the arbitrator issues a final decision, called an arbitral award. This decision is legally binding. If GTPL KCBPL is found responsible, the award may order them to provide a refund, restore services, offer compensation, or correct billing errors. If GTPL refuses to comply, you may approach a civil court under Section 36 of the Arbitration and Conciliation Act, 1996, to enforce the order.
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, the complaint may proceed through an Online Dispute Resolution (ODR) platform for faster and legally valid redressal. ODR offers structured steps such as negotiation, mediation, and arbitration. This ensures a fair, efficient, and fully digital resolution process without the need for court visits or lengthy procedures.
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