Telecom and mobile services
YES, telecom and mobile services (such as Airtel, Jio, Vi, BSNL, etc.) come under the
Consumer Protection Act, 2019. Consumers can file complaints against telecom service
providers for deficiency in service, unfair trade practices, and billing disputes.
How to File a Complaint Against a Telecom Service Provider?
Step 1: Contact the Customer Care of the Telecom Provider
Step 2: Escalate to the Appellate Authority
If not resolved in 30 days, escalate the issue to the Telecom Service Provider’s
Appellate Authority. (details will be available on the provider’s website)
Step 3: File a Complaint with TRAI or DoT
• TRAI (Telecom Regulatory Authority of India) does not handle individual
complaints but monitors telecom rules.
When Can You File a Complaint
1. Frequent Call Drops & Poor Network Coverage, poor internet speed.
2. Wrong Billing & Overcharging
3. Unwanted Deductions & Balance Cuts
4. Unauthorised activation of services like caller tunes
5. Misleading Advertisements & False Promises
6. Hidden restrictions & charges
7. Poor Customer Service & Non-Resolution of Issues
8. Mobile Number Portability Issues
9. Fraudulent SIM Card Activation or Privacy Breach
• You can file a complaint with the Department of Telecommunications (DoT)
via:
o PG Portal: https://pgportal.gov.in/
o Sanchar Saathi (for SIM-related frauds): https://sancharsaathi.gov.in/
Step 4: File a Case in Consumer Court
If the telecom company fails to resolve the issue, you can file a consumer
complaint via: District/State/National Consumer Commission (based on the
claim amount).
For better chances of successful claims, keep the following with you
1. All SMS / WhatsApp / Email received
2. Online payment summary
3. Bills and invoices received.
4. Documentary / Audio / Visual evidence (if any) without violating privacy issues.
5. Complaint number and screenshots as proof.
