One of the major services that this telecom operator provides is calling and the internet. Sometimes customers may face problems and the telecom operator might not respond to this issue.
In that case, the Ministry of Communication has provided the customer with a grievance redressal mechanism that allows the customers to register their complaints.
Various ways are used in which you can file a complaint against the telecom providers. In this article, we will discuss how to file a complaint against the telecom provider using various means like web portal, email, phone call, etc.
How to File a Complaint Against Telecom Provider?
You can find a complaint against the telecom providers using the following methods-
By Web Portal
In India, we have a separate department that looks only at the grievance faced by the citizens. You can register your complaint in this registry to get your matter sought out. The following are the steps that you can follow to file a complaint against the telecom provider-
- Visit the official website of the Department of Administrative Reform and Public Grievances by following this link- https://www.pgportal.gov.in/
- Now, click on the registration button and create an account using your name, address, phone number, and other personal details followed by clicking on the submit button
- After clicking on the submit button, your registration will be completed and you’ll have to login into your account
- After logging in, a dashboard will appear where you’ll have to click on the “Lodge Public Grievances” button
- Now, you’ll be redirected to a page where you’ll find a form. Here, you’ll have to select Telecommunication Department from the dropdown
- Now, you’ll have to select the problem that you are facing like mobile-related, landline related
- After that, select the state where you are facing this issue followed by describing your problem in the text below
- After that, you’ll have to attach the necessary documents which will support the issue faced by you
- Now, an OTP will be sent to your registered mobile number which you’ll have to enter in the given field
- After verifying the OTP, you’ll have to enter the OTP and the complaint will be filed successfully
Things that are not covered under this mechanism
There are some things that will not be covered by the redressal mechanisms, which are as follows-
- Subjudice cases or any matter concerning judgment given by any court.
- Personal and family disputes.
- RTI matters.
- Anything that impacts upon the territorial integrity of the country or friendly relations with other countries.
By Visiting Telecommunication Office
You can visit the Department of Telecommunication office to submit your complaint by writing a letter. The letter will be written addressing the Public Grievance officer. The office is located in Delhi and you can reach there by metro.
You can also write an email to the vigilance officer to get your matter soughed. The email should be addressed to the official email of the chief vigilance officer and must follow a formal format. The email of the chief vigilance officer here- [email protected]
By Phone Call
Another way to file any complaint is to call the office of the chief Vigilance officer. The phone number using which you can contact the chief vigilance officer’s office is by dialing 011-23372111, 011-23036688 number and conveying your problems.
Although fax is an old communication method you can also use the fax number to file a complaint. The number on which you’ll have to FAX is 011-23372115.
Note- You should not file any complaint directly to these authorities, you’ll always have to first contact the converging telecom operator and contact the grievance department there first and in case your issue is not being resolved, can contact the above authority.
As per the guidelines, you are provided with 60 days as a waiting period for your issue to be resolved by the Telecom operator. After the filing of the complaint, there are various Grievance redressal mechanisms of the telecom operator itself, which can take at least 60 days to complete, even after these 60 days problem persists then you can escalate the matter to the Department of Telecommunication.
No, you’ll have to follow the process to file the complaint against a Telecom Operator which includes allowing the Telecom Operator to resolve your problem as well.
TRAI or Telecommunication Regulatory Authority of India was established with TRAI Act, of 1997. According to the act, no complaint is envisaged handling of the individual consumer by TRAI. You can register your complaint with the Telecommunication Department which comes directly under the Ministry of Communication.