Consumer Complaint Redressal Procedure for Telecom Complaints

There are plenty of consumers in India who use cellular, telephone or internet services in India but are not fully aware of the customer complaint redressal procedure laid out by government of India cell - TRAI. Telecom Regulatory Authority of India(TRAI) is a government body just like IRDA to oversee telecom regulations in India for the benefit of consumers.

In the interest of consumers TRAI has laid down complaint redressal procedure that needs to be mandatorily followed by all the telecom companies in India like Airtel, Reliance, Tata Indicom etc. So if you don't follow this specified procedure for complaint redressal, most likely your complaint will not be heard or even replied to by your company. If you want to go to Consumer Court for such issues, make sure that you follow this procedure first.

There are many times we find that telecom consumers break their head on some complaint or the other and end up being very frustrated with their service provider company since the company did not heed to their complaints. In most of the cases the consumer hasn't followed the TRAI's legal procedure for redressal of the complaint. Also we should know that in large organizations like Airtel, Reliance or BSNL it is really difficult to allow customers to follow arbitrary complaint redressal procedures so you shouldn't simply call their office and let them know of your complaint. In this, the correct procedure will be to contact their all India customer care help line and get a docket number for your complaint.

Here we list the proper procedure to get your complaint resolved for telecom related issues.

  1. First visit the company site and find the proper complaint procedure. Look for "Manual of Practice". You can see a sample Airtel's Manual of Practice here. Please don't use it and rather look for updated copy of it in the company site. In this sample manual you can find the proper complaints/grievances procedure as specified by Airtel.
  2. Next step is to call all India customer care number and register your complaint. You must obtain a complaint or docket number. Also you'll be asked to wait for its resolution taking couple of days to 2 weeks of time. However as per TRAI regulation it should not take that much of time but give the company chance to do its best to resolve your complaint.
  3. If you are not satisfied then send the complaint to Nodal Officer in your circle. This list is available in the company website. It should not take more than 10 days to redress your complaint.
  4. If you are still not satisfied then go to Appellate Authority in your circle, the contact details of which are also mentioned in the company website.
  5. If still you are not satisfied then nothing much you can do. Try registring your complaint in National Consumer Helpline. You also have an option to pursue your case further in your local Consumer Court.

Note: There is a time period as specified in "Manual of Practice" - that is, for example you can't go to Appellate Authority 1 year after filing your complaint to Nodal Officer. There is usually 3 month time limit for filing complaint next level. Keep copies of your complaints to Nodal officer and Appellate Authority.

Useful Links


fluctuation in network signals of airtel

i am facing network signal problem since i converted my 2g airtel sim to 3g(on 24th of june 2012),at starting i feel this is due to my cell but after some days i realize this is due to network,regarding this i tried many times on airtel complaint number 198 but they can't recieve the calls and cut the phone,at last on 11th july 2012 they transfer the phone to concerned person and told me that our engineers reach your home in four days and call you they note my alternate mobile number,one message i receive on 16th 17th july "WE ARE TRYING TO CONTACT YOU FROM 8009000140 REGARDING THE SERVICE REQUEST,WE WILL CALL YOU BACK".
NO ONE CALL ME BACK,and if they can't reach my airtel no.9793324438,why should they are not call my alternate number ?i again call 198 and told them about the same problem on 18th july,they said(AIRTEL) we solve your problem with in 4 days(24th july)but no one contacted me till today.
i recharged with rs 450/-for 3g monthly gprs plan,but i am fed up wih the speed of 3g-may be due to worst network signals.
my cell number-9793324438
refrence number for complaint -C3GIN30711766300,11JULY-2012,07.44 P.M

Airtel Unscrupulous

I have had the number 99718-46437 for many many years. Of late due to family circumstances i've not been using the number that much. Upon turning it on i found it not working. I called and complained to Airtel. I was told i was in the grace period and i should go and put in my papers at an Airtel office again. I went there and had to make a total of 3 trips to get this finished. They even charged me Rs. 25 and gave me a duplicate sim. This did not work. After many many complaints i have been told that this no has been given to someone else. What action can i take against these people.

New Delhi

Airtel prepaid services barred

I've purchased an Airtel SIM (for mobile no. 09685989896) last month and furnished all the necessary documents for that. 10 days later services to this no. were barred by Airtel saying that they did not receive necessary documents. It took another 10 days for them to restart the services after providing them my documents again. I recharge it with sms pack and internet voucher with validity of 30 days, distributed my new no. among frends, relatives and professional contacts. again this no. is barred from Airtel for last 15 days saying they do not have documents from customer for this connection and the no. is now permanently deleted. after furnising my photo-id address proff and photograph last week, still they are not activating my no.
This is very much frustrating and harrassing.

Please suggest me what should i do to protect my rights as a consumer.

Mitesh jain

airtel hello tune start without calling/receiving any call

today airtel starts hello tune automatically at 10:18am. and cut balance 30+15 Rs. and when i call to airtel customer care 198 then he replied me that enjoy the service and the service was activated by the customer means by me. but i have not received or dialed a call since 21:13 of 27-04-2012 upto 11:38 of 28-04-2012, then how the hello tunes is activated at 10:18 am of 28-04-2012.

my mobile no. 9680818981
rajveer singh rajawat.
rajasthan .


Hello Sir,
I am a BSNL user from last two year.I have problem in my BSNL cell regarding incoming calls.On my cell any std call from bsnl mobile is not coming from last 24-jan-2012 till now .I have done complain in bsnl costumer care two times with complain number 1- A24OR 917524 2-A26OR 921007. These two complain number are here .
please help me in this regard and tell me what should i do.

BSNL Prepaid Mobile Recharge with 98

Hello Sir,

Yesterday, on 23-Dec-2011, near 10:15 AM, I have recharged my mobile for GPRS Scheme with Rs. 98. I got successful transaction message, and even my balance is debited from my bank account, but I didn't get 3 GB internet usage balance for which I have made recharge.

Even I have made call in customer care, but didn't get satisfied answer. After this, I have registered complaint, and my complaint number is,
"L232004996". But still I don't get any reply or solution. Today, again I have made call but, customer care executive told me wait again.

My mobile no. is,

So, I hope you will listen me and justify me as soon as possible.

Thank you in Advance,
Ahmedabad - Gujarat