How to File a Complaint Against Jio, Airtel or Vi: TRAI Escalation Rules

1. The Two-Tier Telecom Complaint Structure

Under TRAI regulations, you cannot report individual customer disputes to TRAI directly. TRAI deals with policy matters. For individual disputes, telecom providers (Jio, Airtel, Vi, BSNL) must offer a two-tier redressal mechanism:

• Tier 1: Call Center / Customer Care
• Tier 2: Appellate Authority

2. Step 1: Registering a Complaint with the Call Center

• Action: Dial customer care (usually 198 from your mobile connection, which is a toll-free number).
• Filing Process: Explain the issue (e.g., failed recharge, double billing, internet speed mismatch). Ensure the customer agent registers the dispute and provides a Docket Number / Complaint ID via SMS.
• Resolution Timeline: The call center must resolve billing disputes within 4 weeks, and connection issues within 3 days.

3. Step 2: Escalating to the Appellate Authority

If the call center ignores your complaint, rejects it, or fails to resolve it satisfactorily:

• Timeline to Appeal: You must file an appeal with the company's Appellate Authority within 30 days of the call center's closure of your docket.
• Filing Process: Retrieve the contact details of the Appellate Authority for your telecom circle from the operator's official website. Submit a written appeal with the Docket Number of your initial complaint.
• Decision Timeline: The Appellate Authority must pass an order within 90 days of receiving your appeal.

4. Reporting Spam / DND Violations

If you receive promotional SMS or telemarketing calls despite registering on the Do Not Disturb (DND) Registry:

• Option A: SMS Reporting: Send an SMS to 1900 in the format: COMPLAINT Telemarketer Number DD/MM/YY of call
• Option B: TRAI DND App: Install the official TRAI DND 2.0 app from the Play Store/App Store to log spam calls directly from your history.
• Penalty on Spam Callers: Operators must block telemarketers and can disconnect their corporate connections for repeated DND violations.