Broadband Grievances Guide

How do you handle service issues with your broadband service?

Have a problem with your bill? Experiencing lower than promised speeds?

Unresolved Technical issues?

Victim of poor customer service?

Put up a fight with your current service provider because you have a right to do so! To know your rights, please refer the TRAI Consumer Handbook.

Follow this guide to resolve common disputes and grievances you might have with your broadband provider.

All service providers are mandated by the telecom regulator (TRAI) to provide three levels of support for handling consumer grievances.

Level 1: Service Provider’s Customer Care

Call or e-mail customer care unit of your service provider and register your problem. Click here to know the customer care contact details of all service providers in India. Make sure you have the trouble ticket number, customer care agent name, and a record of e-mail conversation for future references.

Level 2: Nodal Officer

If your issues remains unresolved after few attempts your next escalation should be to nodal officer, who typically operates in a circle/region. The nodal officer has a turnaround time of 10 days to resolve your issue. The contact details of nodal officers are available on website of every service provider.

Level 3: Appellate Authority

If you are still not satisfied with the decision/response of “Nodal Officer”, you may appeal before the Appellate Authority Procedure for making appeals before the Appellate Authority

  • Appeal must be in the format prescribed in the regulation
  • Every appeal must be filed within 3 Months from the date of decision of the Nodal Officer.
  • All appeals are generally disposed of within 3 Months from the date of filing of appeal.
  • Appeals only against the decision of the Nodal Officer are maintainable before the Appellate Authority, no other appeal / direct complaint shall be entertained.
  • For detailed procedure on disposal of appeals by Appellate Authority please refer the TRAI Regulation on Consumer Protection and Redressal for Grievances (3 of 2007)

The Appellate Authority has a turnaround time of 3 months from the date of receipt of the appeal.

Every service provider has a directive to provide all the above information in a Manual of Practice (MoP). Every broadband user needs to be familiar with his/her rights, service provider’s commitments. We urge you to go through the MoP of your service provider in thorough manner. For your quick reference, we have compiled the links.

Service Provider Nodal Authority Appellate Authority Manual of Practice (MoP)
Airtel click here click here click here
Asianet click here click here click here
BSNL click here click here click here
Hathway click here click here click here
HFCL Connect click here click here click here
MTNL Delhi
Mumbai		 Delhi
Mumbai		 Delhi
Mumbai
MTS India click here
(select circle)		 click here
(select circle)		 click here
Reliance click here click here click here
Sify click here click here click here
Tata Broadband click here click here click here
You Telecom click here click here click here

If you want to get more familiar with the process or need assistance in this procedure contact us.

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