Mobile or broadband complaint: how to escalate in India
Updated 2026-10 · General information, not legal advice.
Telecom companies must have a complaint centre and an appeal route. If they do not fix the problem, you can escalate and finally go to the Consumer Commission.
When to use this
- The bill has charges you did not agree to
- The connection or broadband is down and not repaired
- A port-out, refund or new connection is stuck
Step by step
- 1
Complain to the provider and get a docket number
Use the customer care number, app or email. Ask for a complaint (docket) number and note the date.
- 2
Appeal to the appellate authority
If the complaint is not resolved or you are unhappy with the answer, appeal to the provider's appellate authority. Check the time limit given in the reply.
- 3
Use the government portals
You can also raise it on the CPGRAMS portal or call the National Consumer Helpline on 1915.
- 4
Send a notice and file at the Consumer Commission
For a refund or compensation, send a legal notice, then file online at e-Jagriti.
Key facts
- Always get and keep the docket number
- Time limit at the Consumer Commission is 2 years
- Keep bills, screenshots and call dates
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Common questions
Who do I complain to if the provider ignores me?
Appeal to its appellate authority, then use CPGRAMS or 1915, and finally the Consumer Commission.
Can I get compensation for a long outage?
You can claim it from the provider and, if refused, at the Consumer Commission with proof of the outage.