Frequently Asked Questions
Q 1. A consumer has made a request for termination (closure) of the
service. How long has he to wait? What about rentals and other
A. The service provider shall terminate the connection within 7 days.
They cannot charge rental or any other charges beyond the period of
7 days of request for closure made by the customer. Further, fresh
bills shall be raised only after adjustment of the security deposit.
The closure/ termination of service shall not be made conditional upon payment of dues/ bills/settlement of dispute.
The outstanding amount of security deposits has to be refunded
within 60 days of closure/ termination of service.
In case of delay in refund beyond 60 days, a consumer is entitled to
interest at the rate of 10% per annum for the number of days refund
is delayed beyond 60 days.
Q 3. In case the fault is not rectified within the certain period, is the
consumer entitled to any relief?
A. Yes, in the case of basic telephone (wire line) connection, for delayed
rectification of faults, the customer is entitled to rent rebate at the
(a) Faults pending for more than 3 days and up to 7 days: Rent rebate
for 7 days.
(b) Faults pending for more than 7 days and up to 15 days: Rent rebate for
(c) Faults pending for more than 15 days: rent rebate for one month.
Q 5. Is there any time limit for making appeal to the appellate authority?
A. Yes, the appeal has to be filed within three months of disposal of
complaints by the Nodal Officer. However, the appellate authority
may entertain any appeal filed after the expiry of three months.
Q 6. Where can a consumer find or obtain the prescribed appeal form for
making appeal to the appellate authority?
A. The Form can be obtained, free of charge, from the offices of the
service provider, sales outlets, offices of the Nodal Officer and
appellate authority or it can be downloaded from the website of the
service provider or TRAI’s website.
Q 7. What is the time limit for redressal of a complaint by the Nodal
A. Complaints relating to fault or disruption of service or disconnection
of service shall be redressed within three days from the date of
registration of complaint. All other complaints shall be redressed
within ten days from the date of registration of complaint.
If the Nodal Officer does not resolve the grievance satisfactorily, one
can appeal to the appellate authority of the service provider in the
Q 10. Can TRAI help a consumer in resolving individual complaints?
A. The TRAI Act, 1997 does not envisage handling of individual
consumer complaints by TRAI.
As per the Telecom Consumers Protection and Redressal of Grievances
Regulations, 2007, in case a consumer has a complaint, the first
step is to register the complaint at the toll free Call Centre number
of the service provider and obtain a docket number, confirming
registration of the complaint.