Mahanagar Telephone Nigam Limited was set up in April 1986 by the government of India to provide telecom services in India. It operates mostly in metro cities Delhi, Mumbai, Kolkata, Chennai and their peripheral cities.
MTNL provides telecom services that are landline, broadband services, FTTH, and mobile services. The major customers are connected with broadband/fiber and landline (wireline) services. Other services like web hosting, leased circuits, and virtual card callings are also available.
| Notice - Be alert! Don't share the financial or banking details and don't share OTP to customer care executive. Protect yourself from Frauds and Scams. Report to Cyber Crime Bureau or Call 1930 as soon as possible to protect your earnings and others. |
If you are a customer of MTNL from any one of the cities that comes under the MTNL service zone, you can register complaints about the issues of the listed services at the toll-free numbers. You can also e-mail or lodge an online complaint on the portal of the concerned circle.
The Types of Issues:
- Landline: Dead phone, instrument faulty, wire broken, interrupted connection, noisy, No incoming or outgoing, weak or slow connection, and other complaints.
- Broadband: Password/VMAC problems, Some sites are not opening, Static IP problem, slow internet speed, no internet connection, slow downloading speed, billing and payment problems, ADSL unstable, CPE faulty, adaptor faulty, Wifi access problem, and other broadband service complaints.
- FTTH: User password/reset problems, no incoming or outgoing VoIP issues, No dial tone, fiber led red in the router, defective router, weak wifi connection, slow speed or no internet connection, Wifi modem faulty, VDSL LED blinking, ONT faulty/rebooting issue, Wifi access range problem, and other FTTH issues.
- Miscellaneous: Wire line is broken but delays in repair, rude behaviour of customer care executives or MTNL staff, unethical practices (bribery or other), delay in providing services, new connection, payment, refund and closure of the connection, and many other complaints about the MTNL services.
These are the issues that can be raised to the concerned department of the MTNL. For this, you can call on the toll-free customer care number, e-mail or file an online complaint. If not resolved, approach the higher authorities in tier 2 (Appellate Authority and Public Grievance Officers).
Note – The official details of the concerned departments of the MTNL zone are provided here. All the information and details are verified by Complaint Hub. You can use these helplines to get faster redressal of your complaints.
Tips – If you are not satisfied with the final order of the higher authorities of MTNL, you may approach the Telecom Regulatory Authority of India (TRAI) and further to TDSAT.
How to File a Complaint to Mahanagar Telephone Nigam Limited (MTNL)?
MTNL (Mahanagar Telephone Nigam Limited) has an integrated grievance redressal system to resolve complaints about landlines, broadband, FTTH, mobile, and other miscellaneous issues. You can call the toll-free customer care number (helpline) or can send an e-mail to concerned departments of your district Appellate Authorities.
MTNL Complaint Registration Fee & Redressal Time Limit:
| Registration Fee | ₹0/- (No Charges) |
| Redressal Time | Instant (24×7) or 7 days(normally) |
To know more, Read: the Citizen charter of MTNL
Customers can also file an online complaint to the concerned departments of Mumbai, Delhi, Kolkata, and Chennai circle of MTNL. The issue will be resolved within the given time limit for the specific services as per the quality benchmark defined in the TRAI regulation, 2012.
Also Read: Register Online Complaint to BSNL (Bharat Sanchar Nigam Limited)
Customer Care Number
The toll-free customer care numbers are provided by the MTNL to redress complaints about the telecom services like – broadband, internet, FTTH, and landlines. You can call on these helplines to register your complaints. The issues will be resolved within the given time limit.
Customer Care Numbers of MTNL to Lodge Complaint:
1. Delhi:
| Issues | Complaint Number |
|---|---|
| MTNL Complaint Number | 1500; 198; 1501 011-22221500 |
| Internet Helpline Services | 1504 011-22221504 |
| Dolphine Services Helpline | 9868112345; 1503 |
| FTTH Complaint Number | 1507 01122221507 |
| MTNL Office Contact Numbers | View/Contact |
2. Mumbai:
| Issues | Complaint Number |
|---|---|
| MTNL Common Service Complaint Number | 1130; 1800221130 022-22074800 |
| Online Billing/Payment Complaint Helpline | 022-22035017 |
| Landline Helpline Number | 1500; 02222221500 1800221500 |
| Broadband Complaints | 1504; 1800228844 |
| FTTH Helpline Number |
1130; 1800221130 |
| Mobile Customer Care Numbers | 1503; 02222221503 9869012345 |
| Leased Line Helpline Number | 022-22196404 12676 |
| Office Contact Numbers | View/Contact |
| Local Customer Care Center Numbers | View/Contact |
E-mail for Support/Help:
| Type of Issue | |
|---|---|
| Internet Helpline | 1504@bol.net.in Delhi: feedback.delhi@bol.net.in Mumbai: helpdesk.Mumbai@mtnl.net.in |
| Other Complaints (Mumbai) | selfcare@mtnl.net.in |
| Dolphin Service Complaints | 1503@bol.net.in |
| Basic MTNL Services | 1500@bol.net.in |
Note -If your complaint is not resolved you can contact the Public Grievance Cell of MTNL.
The Public Grievance Cell Helpline Number of the concerned zones are:
| Circle | Helpline Number |
|---|---|
| Delhi (PGC) | 011-23356666 |
| Mumbai | 1509 |
Provide the docket number of your registered complaint to the Public Grievance Cell to get faster redressal of the issues with the services of MTNL.
Note – If your grievance is yet not resolved or not satisfied then you can escalate the grievance to the Appellate Authority of MTNL. Read the procedure and details below.
Register Online Complaint
MTNL customers can use the online portals of Delhi and Mumbai Circle to register an online complaint and can track the status. You just need to visit the links and open the online complaint form to submit your issue. The issues will be resolved by the concerned departments.
The Links of the MTNL portal to Lodge an Online Complaint:
1. Delhi
| Complaint Type | Links |
|---|---|
| Landline Fault Complaints | Register Now |
| Broadband Online Complaint | File Complaint |
| FTTH Service Complaints | Register Complaint |
| Mobile Related | Click Here |
2. Mumbai
| Complaint Type | Links |
|---|---|
| Landline/Broadband/ FTTH Complaint | Register Now |
| Track Complaint Status | Track Status |
| Mobile/ Dolphin or Trump-Related | File Complaint |
Alternative Options:
| Mobile App | Delhi: Android Mumbai: Android |
| Delhi | Twitter | Facebook |
| Mumbai | Twitter | Facebook |
Note – If your complaint is not resolved by the concerned authorities within the given time limit, you can escalate the complaint to the higher authorities by visiting the above links. You can use the docket number to escalate your previous complaint.
Tips – Further, if your complaint is not resolved then you can lodge a grievance to the Public Grievance Appellate Authority of MTNL in your circle. The Appellate AUthority details can be used from the section below.
Important MTNL Online Services
Some important online services of MTNL that you can use to get a new connection (broadband, FTTH, landline, toll-free services, and others), pay the online bills or other services in your circle.
Links of Online MTNL Services:
| Quick Online Bill Payment (Landline/Broadband/FTTH) | Pay Now (Delhi) Pay Now (Mumbai) |
| New Connection (LL/BB/FTTH) in Delhi | Apply Now |
| Online Services and New Connection in Mumbai | Click Here |
| Forms of Basic Services/Connection | View/Download (Delhi) View/Download (Mumbai) |
The Public Grievance Appellate Authority of MTNL
As per the Telecom Regulatory Authority of India (TRAI) Regulation and Guidelines, MTNL has appointed the officers as the Public Grievance Appellate Authority who resolved the complaint that has yet to be redressed by the tier 1 departments. The escalated complaints will be resolved within 3 months.
- Form: Download the Physical Form to Lodge a Grievance to the Appellate Authority:
Required Details:
- Docket Number of the previous complaint
- Connection Number (contact number)
- Description of the issue.
- Other documents (if asked by the authority)
Note – You can also register an online grievance at the Public Grievance portal CPGRAMS of the central government about the MTNL services. Visit the link below.
Also Read: Lodge Online Grievance at CPGRAMS, Central Government of India
Contact Details of Public Grievance Appellate Authority:
1. Delhi:
| Designation (Area/Circle) | E-mail, Phone No. and Address |
|---|---|
| GM (Bhika ji Cama Place) | agmopbcp@bol.net.in 01126167474, 01126168100 Address: R.No.100, MTNL, Bhikaji Cama Place, New Delhi-110066. |
| GM (West Delhi) | agmopw1@bol.net.in 01125936050 Address: R.No.406,4th Floor, Admin Block, Tele. Exch. MTNL, Rajouri Garden, New-110027. |
| GM (Central Delhi) | agmoppgc@bol.net.in 01123353444 Address: R.No.103, Eastern Court, New Delhi. |
| GM(East Delhi) | depge@bol.net.in 01123915445 Address: O/o GM(East), MDS Bhawan, JLN Marg, Minto Road Telephone Exchange, New Delhi-110002. |
| GM(North Delhi) | depgn2@bol.net.in 01127941188 Address: Computer Section, Ground floor, Telephone Exchange Building Sanchaar Parisar, Sector-3, Rohini, Delhi- 110085. |
| GM(Nehru Palace) | sdemmnp@bol.net.in 01126470308 Address: R.No. 105, Ist floor Tele. Exchange Bldg. Nehru Place New Delhi-110066. |
| GM (TY) | depgty@bol.net.in 01123915445 Address: MTNL O/o GM(TY), Telephone Exchange, Plot No. 5, Institutional Area, Karkardooma, Delhi-110092. |
| GM(West South) Delhi NCR | appauthmtnlws@bol.net.in 01123674700 Address: R.No.407, Idgah Telephone Exchange – Delhi-110005. |
Read More: MTNL Appellate Authority, Delhi
2. Mumbai:
| Designation (Area/Circle) | E-mail, Phone No. and Address |
|---|---|
| edonline@mtnl.net.in | |
| Basic Internet Services | |
| GM Zone-1 Area (Colaba, Kalbadevi, Fountain, Coopergae, Cumbala Hill, Malabar Hill, Gamdevi, Mazgaon, Mandvi Byculla) |
dgmcity@gmail.com 02222015000 Address: 1st-floor city telephone exchange, Hazarimal Somani Marg, Fort, Mumbai – 400001. |
| GM Zone-2 Area (Prabhadevi, Shivaji Park, Worli, Wadala, Sion, Ghatkopar, Powai, Chembur, Mankhurd, Govandi |
dgmhqz2mbi@mtnl.net.in 02224154000 Address: Wadala Telephone Exchange, G. D. Ambekar Marg, Dadar (East), Mumbai – 400014 |
| GM Zone-3 Area (Vileparle, Andheri, Bandra, Jogeshwari, Khar, Marol, Sakinaka, Sakivihar, Darpan) |
dgmhqz3mbi@mtnl.net.in 02226554242 Address: 2nd Floor, Vile Parle Telephone Exchange, Nanda Patkar Road, Vile Parle (East), Mumbai – 400057. |
| GM Zone-4 Area (Goregaon, Mindspace, Gokuldham, Dindoshi, Malad, Magathane, Akurli, Samtanagar, Kandivali, Borivali, Charkop, Shimpoli, Dahisar, Mira Road, Bhayandar, Uttan) |
dgmhqz4mbi@mtnl.net.in 02228086161 Address: 4th Floor, Kandivali Telephone Exchange, S V Road, Kandivali (West), Mumbai – 400067. |
| GM Zone-5 Area (Thane Charai, Mulund, Wagale Estate Chatrnamrut, Kalwa, Vashi, Belapur, Nerul, Rable, Panvel |
dgmhqz5@gmail.com 02225366808 Address: 4th Floor, Thane Charai Telephone Exchange, Mauli Mandal Road, Dhobi Ali, Thane (West), Mumbai – 400601 |
| Leased Services (Enterprise Networks) | |
| DGM (LC) (Mumbai, Navi Mumbai, Thane Dist. within MTNL network area) |
dgmenn@mtnl.net.in dgmenn@gmail.com 02222620510 Address: Ground Floor, Fountain-1 Tel. Ex., Near Rora Fountain, Mumbai – 400001. |
| Cellular/Mobile Service | |
| DGM (WS) (Mumbai, Navi Mumbai, Thane dist. up to Dombivali and Vashi area) |
dgmsurveyms@gmail.com 02226540886 Address: 5th floor, Admin Wing, BKC Telephone Exchange Bldg., Kurla (West), Mumbai – 400098. |
You can contact by these phone numbers and e-mail the Appellate Authorities of your circle. Your issues will be resolved.
Note – If you are not satisfied with the final order (within 3 months) of the Appellate Authority of MTNL then you can file a petition to TDSAT (Telecom Disputes Settlement Appellate Tribunal).
Time Limit for Redressal of the Complaints
The time limit as specified in the Citizen Charter of the MTNL for the redressal of the complaints is:
| Services/Transaction | Time Limit (working days) |
|---|---|
| New landline connection | 7 days |
| New broadband connection | 15 days |
| Shifting of Landline | 3 days |
| Shifting of Broadband connection | 7 days |
| Fault repair of landline/broadband connection | 3 days |
| Billing/Metering complaints | 4 weeks (28 days) |
| Termination of service | 7 days |
| Refunds | 60 days |
