Telecom Complaint Letter — TRAI Complaint Format

How to file a TRAI / Operator Appellate Authority complaint

1. 1

   Complain to the operator first — get a docket number

   Call 198, the toll-free complaint number that works on every operator. Under the Telecom Consumers Complaint Redressal Regulations, 2012, the Complaint Centre must immediately give you a unique docket number for every complaint. Refusing to give one is itself a violation.

2. 2

   Wait the resolution time (3 days for faults, 7 for others)

   Per TRAI's consumer FAQ, faults and service disruption must be rectified within 3 days and all other complaints within 7 days. Save the docket number, the date, and any SMS reply. If they don't resolve, escalate.

3. 3

   Escalate to the operator's Appellate Authority

   Each operator must appoint an Appellate Authority in every licensed service area, so the contact is circle-wise, not national — look yours up in TRAI's Appellate Authority directory or dial 198. File within 30 days of the resolution deadline expiring; there is no fee, and the appeal must be disposed of in 39 days.

4. 4

   Know what TRAI will and won't do

   TRAI states plainly that individual consumer complaints are not handled by TRAI — the TRAI Act, 1997 does not provide for it. TRAI mandates and monitors the two-tier system; it will not refund you. So after the Appellate Authority, the real remedy is a Consumer Commission (and DoT's CPGRAMS at pgportal.gov.in to put the grievance on record).

5. 5

   Consumer Commission for compensation

   TRAI itself can't award compensation. For monetary relief (refund of overcharged bills + compensation), file at the District Consumer Commission via e-Jagriti (e-jagriti.gov.in, formerly eDaakhil). Court fee is NIL for claims up to ₹5 lakh.

Frequently asked questions

Does TRAI handle my individual complaint?

No. TRAI's own consumer FAQ states that individual consumer complaints are not handled by TRAI — the TRAI Act, 1997 does not provide for it. TRAI mandates a two-tier system instead: your operator's Complaint Centre (dial 198, get a docket number), then that operator's Appellate Authority. For refunds and compensation you go to a District Consumer Commission.

What's the docket number and why does it matter?

Under the Telecom Consumers Complaint Redressal Regulations, 2012, the Complaint Centre must immediately register your complaint and allot a unique docket number. Keep it — the Appellate Authority will not take your appeal without it, and it is your proof that you gave the operator the first chance.

Can I get compensation for service outage?

You can seek a pro-rata refund of charges for the period the service was down from the operator, and file at a District Consumer Commission for compensation for deficiency in service under Section 2(11), Consumer Protection Act 2019. The amount is decided case by case on your actual loss. Court fee is NIL for claims up to ₹5 lakh.

MNP failed and my number is dead — what's the urgency?

Porting must complete in 3 working days within the same licensed service area (LSA) and 5 working days between LSAs or for corporate numbers — 15 working days in J&K, Assam and the North East. The UPC itself is valid 4 days for all LSAs (30 days in J&K, Assam, NE), the same for prepaid and postpaid. If porting failed, name both operators (donor and recipient) in the complaint.

Can I complain about unsolicited calls / SMS?

Yes. Activate DND (call 1909 / SMS START 0 to 1909). If calls/SMS continue after DND activation, complain at trai.gov.in or via the DND app. Operators face penalties for each violation.

Operator says 'tower issue' — is that a valid excuse?

Not for billing. If you couldn't use service for X days due to tower issues, you're entitled to a pro-rata refund of your monthly bill for that period. Get the outage duration in writing from the operator and Nyaykar will draft the refund-claim letter.

Related guides

Hindi-first articles on filing a TRAI / Operator Appellate Authority complaint.

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