To file a broadband refund complaint in India, first try the provider’s official channels (call 198/support) then escalate to TRAI/DoT, or use the National Consumer Helpline (NCH) via 1800-11-4000/1915, their app, WhatsApp, or website (consumerhelpline.gov.in) for a docket number, citing “Deficiency of Service” and unfair charges; if unresolved, file a formal case with the District Consumer Commission (e-Daakhil portal) for refund and compensation. [1, 2, 3, 4, 5]      

Here’s a step-by-step guide:


1. Direct Complaint with Provider (First Step)

• Call Customer Care: Use your provider’s toll-free number (e.g., Jio 199, Airtel 121, BSNL 1800-345-1500).
• Escalate (If Unresolved): If the call center fails, call TRAI’s toll-free number 198 for the Appellate Authority or find your provider’s Appellate Authority details on their website. [5, 6] 



2. National Consumer Helpline (NCH) (Government Portal)

• Call: 1800-11-4000 or 1915 (8 AM – 8 PM, all days except holidays).
• Website/App: Register at consumerhelpline.gov.in, use the NCH App, or WhatsApp (8800001915).
• Process: Get a unique docket number, which gets sent to the company for resolution. [1, 2, 7] 

3. TRAI/DoT Escalation

• As broadband falls under DoT, TRAI handles regulatory aspects; they put pressure on ISPs. [4, 8] 

4. Consumer Court (e-Daakhil) (Formal Legal Route)

• When: If NCH and provider fail.
• File Online: Use the e-Daakhil portal (https://services.india.gov.in/service/detail/register-a-consumer-complaint-with-national-consumer-helpline-nch-1) to file with District/State/National Commissions.
• Cite: “Deficiency of Service,” “Unfair Trade Practices” (charging for unprovided service).
• Seek: Refund, compensation for mental agony, litigation costs. [3, 4] 

Key Information to Provide:

• Details of service, payments, dates.
• Communication records (call/chat logs, agent names).
• Proof of payment and service failure. [2, 4, 7] 

By following these steps, you create a clear, documented path to getting your broadband refund. [2, 7] 

AI responses may include mistakes.

[1] https://consumerhelpline.gov.in/public/contact
[2] https://consumerhelpline.gov.in/public/about
[3] https://services.india.gov.in/service/detail/register-a-consumer-complaint-with-national-consumer-helpline-nch-1
[4] https://consumercourt.net/threads/complaint-under-consumer-protection-act-against-act-fibernet-for-negligence-and-unfair-trade-practicesi%E2%80%99m.1945/
[5] http://www.trai.gov.in/faqcategory/redressal-consumer-grievances
[6] https://paytm.com/blog/bill-payments/broadband-bills/how-to-register-a-broadband-complaint/
[7] http://consumerhelpline.gov.in/
[8] http://www.trai.gov.in/faqcategory/complaint

Consumer Lawyer Zirakpur Derabassi Panchkula