How To Register An Effective Complaint With Indian Telecom Authorities

10

There are times when your telecom operator charges you Inadvertently for the usage of service which you never asked for or never did. Something similar happened with me a few days ago when i was charged by Airtel (Indian mobile service provider) for using Internet even though i had already paid for that months GPRS rental.

In my scenario, on 8th (midnight) of each month a sum of Rs. 98 (monthly rental) is deducted. This month, however, coincidently i was surfing Internet on my mobile device on 8th midnight (or night morning) and upon disconnecting from Internet after surfing for about 45 minutes, i got a service message that i have been charged a sum of Rs. 10 for surfing Internet. I was shocked to see this message as my account had already been debited by Rs. 98 (monthly rental).

Now in situations like these, in order to increase your chances of getting refund, and as i did, you need to have :

  1. Concrete proof of the time and date of deduction,
  2. Exact amount of deduction,
  3. Balance after (if possible before too) deduction.

Also, keep the above mentioned information handy, you will need it for reference. Now follow the below mentioned procedure in order to try and get your money back :

  1. Lodge a complaint with customer service and ask for the complaint number (for future reference).
  2. If you don’t get a satisfactory response from customer support, then contact higher authority i.e nodal officer or regional manager, etc.
  3. In most of the cases nodal officer’s solve the problem without any hassle (as in my case). However, if you are still unsatisfied and feel that the even nodal officer has a different opinion than yours then the last resort is Appellate Authority. You file an appeal with the appellate authority.

The essence of this post was to follow the hierarchy rather than directly approaching higher authorities.

P.S : It is important that while communicating, you SHOULD mention the complain number initially registered regarding the problem faced. This helps in effective communication and speedy resolution.

10 COMMENTS

  1. Give them a MNP threat and tell them if they continue harassing you by deducting balance you’ll move to some other operator. You can also email the head of reliance communication.

  2. I am taking services of reliance cdma for using mobile phone. My complain is that they activated “sai pack” on my number 9375104461 without intimating me or taking my concern and started sending me daily sms regarding sai shlokas from 59964. Reliance deducted Rs.30 for each of month of December 2010 and January 2011. I tried to complain on 198 in january 2011 but they didnt took my complain telling that they can find records only 3 days back. It is cheating and fraud done by reliance mobile. So I have registered my complain to nodal officer-Mr.Sudhir Bhaduri. But he has not replied me yet. I will complain against him too to appelate authority after completion of 10 days. But if I do not get satisfactory answer please let me know how to complain in escalation?

  3. Hey,
    I’ll suggest you to write a similar hard hitting email to Nokia India (get email from the site). I believe you’ll get a positive response from them. Don’t forget to mention the name, address, slip no. (of mobile submission) in email.

  4. Dear Sir/Mam,
    I submitted my mobile in nokia care in last bebruary in first week in NOKIA care center (MICRNAS TELECOM C-4, SECTOR 2, NOIDA UP)with the problem of display only i was charged for RS. 1409/- this prob, but when ideleverd my moble there were a lot of probs in the phone keypad,ringer prob,kack oc network week incoming video recordin, audio recording than i resubmitted my mobile. They delverd the mobile me, but the phone was not working properly and i submitted the mobile one again, between this the IMEI NO nubber changed, they told me NOKIA chand this no. If nokia did this han ok i want a proper documet and reply on my email add. last weak they call me to collect the phone but i went there , it happen many times the manager of the center making me fool and the they misbehave with me that do all that what can do where can you complaint. Your customer care manager named AKASH and ANTRIKSH making me fool since last 1.5 months. sir told me what i do is the process of nokia to bother a customer, is the sigle custmer is not important for nokia.
    I want the answers of the follwing quetions-
    Reason for the Delay in service, proper document for imei no changed on email and hard copy also

    sir give justis and make a quick action in this matter.

    my original unit IMEI NO- 352032024211846

    Name krishan kumar rana
    email ID [email protected]
    mobile no-9958704204

  5. Dear Sandeep,

    We were waiting to hear back from you. Since you haven’t written in yet, we trust your issue has been resolved. If you still need assistance, we request you to please drop us an email at [email protected] and we will be happy to be of assistance.

    Regards,
    Rakesh Ranga
    Airtel Customer Service Team

  6. Dear Sandeep,

    This is to inform you that your concern listed 16 Dec. 2010 has been noted and our team is eager to resolve it. In order to get to the resolution, we need to get in touch with you and gather more details about the concern. However as your contact number is non contactable, we have sent a sms for the same. Please do write to us at [email protected] with your contact details (address and landline or mobile phone number).

    We assure you that we are committed to resolving the issue to your satisfaction.

    Regards,
    Rakesh Ranga
    Airtel Customer Service Team

  7. Dear Sandeep,

    This is to inform you that your concern listed 16 Dec. 2010 has been noted and our team is working on a resolution. At the outset, we apologize for the inconvenience faced by you. We will get in touch with you for further details of your concern as the need arises.

    Regards,
    Rakesh Ranga
    Airtel Customer Service Team

  8. First of all this blog is not run, sponsored, or related to Airtel in any way.

    Secondly, before approaching the consumer court, I’ll suggest you to contact the nodal officer. In such situations Nodal officer can solve problem.

  9. Dear Sir,

    I was using airtel no. 9558810496 since almost one year. I have taken connection from Adipur (kutchh) and then transferred to Ahmedabad. I have requested in your customer care for not getting bill on time. I was paying bill to the authority without bill till august, 2010, but then after I have stopped payment to airtel. I came to know from your customer care that they have registered my mail ID for e-bill, hence I have requested for password so many times, but failed to provide me the same.

    Yesterday at night Mr. Digvijaysinh Zala had called me and threatened me and my family. He has very much forced me to pay Rs. 3000 by today evening, but I have requested that first you provide me bills of last 3 months and then I will pay within hour. This is very serious issue I have faced for first time. I was using airtel since last 7 years, but you have lost one valuable customer in this competitive market.

    I am going to file a petition in consumer court and TRY for this serious issue.

    Regards,

    Sandeep
    9727783839

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