The Telecom Regulatory Authority of India (TRAI) is a statutory body that regulates telecom services, fixation/revision of tariffs, and other broadcasting services as mentioned in the Telecom Regulatory Authority of India Act, 1997. TRAI comes under the administration of the Central government.
TRAI ensures a transparent and competitive playing field for telecom service providers for fair competition and the best internet, broadband, and other telecommunication services. It also keeps an eye on the activities of the telecom companies to curb the activities or marketing strategies that lead to monopolies.
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In 2000, the Telecommunications Dispute Settlement and Appellate Tribunal (TDSAT) was established to take over the adjudicatory and dispute functions from TRAI. TDSAT (quasi-judicial tribunal) takes the cases of the disputes between a licensor (TRAI, Central Government) and a licensee (telecom service provider), two or more service providers, and between a service provider and an individual or group of consumers.
Consumers or service providers can appeal to TDSAT against the final order, decision, and direction of TRAI on certain disputes or cases. So, if your complaint about the telecom services or broadcasting services by certain telecom providers (Airtel, Jio, Vodafone Idea, BSNL, etc.) is not resolved within the given time limit, you may approach TDSAT.
Major Telecom Companies and Broadband Service Providers:
- Bharti Airtel Limited
- Reliance JIO Infocomm Limited
- Mahanagar Telephone Nigam Ltd.
- Vodafone Idea Ltd. (VI)
- Bharat Sanchar Nigam Ltd.
- Reliance Communications Ltd
- Tata Teleservices Ltd.
- Quadrant Televentures Ltd.
If your complaint is not redressed by these concerned wireless telecom companies and broadband/internet providers, even after the final order of the grievance officers (Nodal Officers, Appellate Authority) then you may file a complaint to TRAI (VAS CMS), further, you can appeal to TDSAT for the quality or standard-related complaints.
Let us find out the procedure that must be followed to get faster redressal of the internet/telecom issues. The official helplines, online grievance portal details, and grievance or appeal forms will be available below tables for your convenience. Follow each instruction as per your case.
File a Complaint/Appeal to TRAI about Telecom or Broadband Services
Consumers or Telecom Service providers can file a complaint about the various telecom services on the toll-free helpline numbers of the concerned telecom company to get the redressal of the issues or network, internet/broadband, or fiber connection problems. You may also use the online portals and grievance redressal options to raise grievances.
Grievance Registration Fee and Redressal Time for Telecom or Broadband Services:
| Grievance Registration Fee | ₹0 (No Charges) |
| Redressal Time | Up to 30 days |
⇒ To Know More, read: Time Limit to Redressal of Complaint
List of Telecom Services:
- Basic telecom Services
- Unified Access Services
- Cellular Mobile Telephone Service
- Internet/Broadband or Fiber Services
The disputes between the consumers and telecom service providers or between two telecom service providers can be raised at TRAI and further to TRSAT. The steps and procedure to lodge a grievance are given below.
Steps to File a Complaint
The right procedure and steps to file a complaint about telecom services like internet, network, broadband, fiber, recharge, payments, refund, telecom infrastructure, and other online services. As per the TRAI Act, 1997, and Telecom Consumers Protection and Redressal of Grievances Regulations, 2007, you must follow these steps and instructions.
The Steps to file a complaint:
The basic steps are –
- Step 1. Contact Telecom Service Provider
- Step 2. Nodal Officers
- Step 3. Appellate Authority
- Step 4. TRAI
- Step 5. TDSAT
- Step 6. Legal Authorities (Courts).
Tips – In step 4, you may also lodge a grievance to the Consumer Commission (NCH) or Consumer Court for the quality of telecom service.
Detailed instructions and official contact details are provided in the sections below, follow the steps.
Approach Telecom Service Providers/Companies
The stages to file a complaint to the concerned TSP (company) about telecom services are:
1. Telecom Service Provider
Stage 1: Each Telecom service provider has its helpline numbers, e-mails, and online complaint registration systems/portals. You can use these official details to raise your concerns. Further, they have their nodal officers, and appellate authority contact details, forms, and e-mails. You can lodge a grievance to these authorities to get faster redressal.
The Stages to File a Complaint to Telecom Service Providers:
- Toll-Free Customer Care Centers: Call the toll-free customer care numbers of the Telecom Service Provider (TSP) concerned or use helpline numbers to raise your complaint. Common Telecom Customer Care Number: 198; View Others from below.
- E-mail: Send an e-mail that is provided for customer care, support, or to file a complaint about internet/broadband, or other service issues.
- Online Complaint: Visit the links to fill out the online complaint form, or use the mobile app to register an online complaint.
- Docket/Reference Number: Obtain the reference number or docket number after successful registration of the complaint and use it to confirm your complaint was registered. You may also use these numbers to track the status of the complaint.
Visit for Customer Care Numbers, E-mail, and to File Online Complaints of the Telecom Service Providers:
Complaint Redressal Time Limit:
| Type of Complaint | Time Limit |
|---|---|
| Faults/Disruption of Service (Network, Internet) | 3 Days |
| Other Telecom Complaints | 7 Days |
Note – If your complaint is not resolved within the time limit or not satisfied with the final resolution then you may lodge a grievance with the Nodal Officer of the TSP in stage 2.
Tips – Don’t forget to mention the reference/docket number of the previous complaint to escalate the grievance to the Nodal Officer.
2. Nodal Officers
Stage 2: The Nodal Officers or Authorities of the concerned telecom companies are the grievance redressal authority where the previous complaint can be escalated after the final unsatisfactory response of the customer care center or online complaint or the time limit has been exceeded/expired.
You can lodge a grievance to the concerned nodal authority of your zone with the reference/docket number of the previously registered complaint to the toll-free customer care center, e-mail, or online portal/app.
Time Limit to Redress Grievance by Nodal Officer:
| Types of Grievance | Time Limit |
|---|---|
| Faults/Disruption of Service (Network, Internet) | 3 Days |
| Other Telecom Complaints | 10 Days |
Tips – Visit the link above and get the contact address, helpline number, and e-mail of the nodal authority. You may also call the customer care center to get the contact details of the Nodal Officer of the TSP company concerned.
Note – Further, if your grievance is not resolved within the time limit or dissatisfied with the final resolution, in stage 3 you may approach the Appellate Authority of the telecom company/TSP within 30 days.
3. Appellate Authority
Stage 3: The Appellate Authority is the highest grievance redressal authority of the telecom service provider/company. Consumers or users can approach the authority within 30 days if their grievance is not resolved or not satisfied with the final redressal/response of the Nodal Officer.
After successful Registration of your grievance to Appellate Authority, get the unique appeal number to track the status.
| Appellate Authority | Time Limit |
|---|---|
| All Disputes/Grievances | 39 Days |
The Helpline/Toll-Free Contact Numbers, E-mails, and Addresses are provided by the concerned telecom companies to raise the grievances of the customers. You can also submit a written grievance form at the regional official address. The contact details of the Appellate Authorities of some companies are provided in the table below.
Form: Download the Complaint Registration Form to Appeal in Appellate Authority: Download (Form)
Links to Contact Details, Form, and Address of Appellate Authorities:
| Telecom Companies/TSP | Links to Appellate Authority |
|---|---|
| Reliance Jio Infocomm Limited | Lodge Grievance |
| Bharti Airtel | Prepaid/Postpaid | Broadband/fiber |
| Vodafone Idea (VI) | Contact Number/E-mail |
Regulatory Authority Contact Details of Telecom Service Providers at TRAI:
| Telecom Service Providers | Appellate Authority (Link) |
|---|---|
| Telecom Companies/TSP Appellate Authorities (Airtel, Jio, VI, Rcom, MTNL, BSNL, etc.) |
View/Contact |
Note – If the grievance is pending or not resolved within 3 months or not satisfied with the final order/resolution, you may lodge a grievance to TRAI and further to TDSAT.
Lodge a Complaint to TRAI
The TRAI (Telecom Regulatory Authority of India) is the higher authority to lodge grievances about telecom services and Value-Added Services (VAS) like wireless, internet, fiber, broadband, landline, and other telecommunication services against the Telecom Service Providers or Companies.
Stage 5: You can only appeal or file a complaint to TRAI after the final response or expiry of the grievance redressal time limit (3 months) of the Appellate Authority. You can file an online complaint on VAS CMS (Complaint Management System) of TRAI.
Required Details:
- Reference/Docket Number of the complaint (Stage 1).
- Copy of the response of the Appellate Authority (if available).
- Other supportive documents as proof.
- Demand for Compensation (If any monetary loss).
Portal to Lodge to Register Online Complaint to TRAI:
| Lodge Online Complaint for VAS to TRAI | File Complaint |
| Telecom Consumers Complaint Monitoring System (TCCMS) | Click to monitor |
E-mail of TRAI for Queries & Complaints:
| Category | |
|---|---|
| General Queries | ap@trai.gov.in |
| Consumer Complaints | daca@trai.gov.in |
Note – Need more information under RTI from TRAI, File an Online RTI to get the undisclosed information from the department concerned with it.
Important Portals of TRAI for Online Services:
| Header Information Portal | Click here |
| MNRL Portal (Mobile Number Revocation List) |
Click Here |
| B&CS Integrated Portal (BIPS) | Click Here |
| Tariff Plans | Check Tariffs |
| TRAI Analytics Portal | Click Here |
TRAI Apps for Various Services:
| TRAI Service | App Store (Download) |
|---|---|
| TRAI Channel Selector | Android | iOS |
| TRAI CMS (Complaints) | Android | iOS |
| TRAI DND 3.0 | Android |
| TRAI MySpeed | Android | iOS |
| TRAI MyCall | Android | iOS |
| TRAIAPPS | Android |
Official Address and Contact Details of TRAI
1. Head Office:
- Address: Telecom Regulatory Authority of India, Mahanagar Doorsanchar Bhawan (next to Zakir Hussain College), Jawaharlal Nehru Marg (Old Minto Road), New Delhi – 110002.
- E-mail: ap@trai.gov.in
- Phone: +911123236308 (Reception)
- Fax: +911123213294
2. TRAI Regional Offices:
| Regional Office (TRAI) | Address |
|---|---|
| Hyderabad | TRAI Regional Office – Hyderabad Room No 31-35, Regional Telecom Training Center, BSNL Gachibowli, Hyderabad – 500032, Telangana. |
| Kolkata | TRAI Regional Office – Kolkata Bharat Bhawan (1st Floor), 3, C. R. Avenue, Kolkata – 700072, West Bengal. |
| Bangalore | TRAI Regional Office – Bangalore Ground Floor, Telephone House No 1, Rajbhavan Road, Behind General Post Office (GPO), Bangalore, Karnataka. |
| Bhopal | TRAI Regional Office – Bhopal Telecom Museum Building, Near Arera Telephone Exchange, Arera Hills, Bhopal – 462004, Madhya Pradesh. |
| Jaipur | TRAI Regional Office – Jaipur Ist floor, Sanchar Bhawan, Institutional Area, Jhalana Doongri, Jaipur-302004, Rajasthan. |
Note – If your Grievance is not redressed by the TRAI or Appellate Authority of the telecom company then you may file a petition or appeal to the Telecommunications Dispute Settlement and Appellate Tribunal (TDSAT).
Read More: Lodge a Grievance to RBI Banking Ombudsman about Financial Services, Scams, and Frauds (Loan)
Reference
- Telecom Consumers Complaint Redressal Regulations, 2012
- The Telecommunication (Broadcasting and Cable) Services Standards of Quality of Service and Consumer Protection (Addressable Systems) Regulations, 2017
- Recommendations on Complaints/ Grievance Redressal in the Telecom Sector by TRAI
- Industry Charter for Protecting Consumer Interests
- FAQs on Redressal of Consumer Grievances
- FAQs on Complaint
