---
title: "Internet and broadband providers: your rights and how to complain"
description: "Home broadband, fibre and Wi-Fi providers: your rights, evidence and how to complain. Plain steps, helplines and templates."
url: "https://dpdpr.in/rights/isp-broadband/"
canonical: "https://dpdpr.in/rights/isp-broadband/"
site: "dpdpr.in"
updated: "2026-11-02"
disclaimer: "Independent reference, not legal advice. Not affiliated with the Government of India or MeitY."
---

# Internet and broadband providers: your rights and how to complain

Plain-language help for ordinary people. General information, not legal advice. Helplines, portals and screen names were checked against official Government and regulator pages on 1 November 2026. Portals change: if a screen looks different, follow the words on the screen and the official guide linked in each step.

## What data they hold

- Your name, address, ID proof and photo collected for your connection (KYC).
- Phone number, email and payment details.
- Router and connection details such as your IP address.
- Usage records and logs that licence conditions require them to keep.
- Complaint and call records.

## Your rights under current law

- TRAI's Telecom Consumers Complaint Redressal Regulations, 2012 apply to internet service providers too. You get a docket number by SMS, and a free appeal to the company's Appellate Authority.
- You can check which wireline internet providers are licensed in your area with **Know Your Wireline ISP** on Sanchar Saathi.
- Under the Consumer Protection Act, 2019 a poor or unfair service can be taken to the National Consumer Helpline and a Consumer Commission.

## Your DPDP rights once in force

Sections 11 to 14 of the DPDP Act (your rights) and the duties of companies in sections 4 to 10 start on **13 May 2027** (G.S.R. 843(E)). Until then, use the sector rules on this page. After that date you can use both.

Your ISP will be a Data Fiduciary. From 13 May 2027 you can ask what data it holds and who it shared it with, ask for corrections, and use its grievance route. It must protect your data and tell you about a breach.

- Access: a summary of your data and who it was shared with ([section 11](https://dpdpr.in/act/section-11/)).
- Correction, completion, updating and erasure ([section 12](https://dpdpr.in/act/section-12/)).
- Grievance redressal by the company, before going to the Board ([section 13](https://dpdpr.in/act/section-13/)).
- Nominate someone to act after your death or incapacity ([section 14](https://dpdpr.in/act/section-14/)).
- Withdraw consent, as easily as you gave it ([section 6(4)](https://dpdpr.in/act/section-6/)).

## Common problems

- Repeated outages and slow speeds with no fix.
- Billing for a period with no service.
- KYC copies handed to a local franchise or agent you never dealt with.
- Marketing calls from partners after you gave your number for installation.
- Not closing the account or not returning the deposit after you leave.

## Evidence to keep

- Docket numbers and the SMS that carried each one.
- Speed test screenshots with date and time (TRAI's MySpeed app is one option).
- Bills, payment receipts and plan details.
- Photos of the router label showing your account or user ID.
- Emails or chats with support, with timestamps.
- Names of agents who visited, and the date.

See the full [evidence checklist](https://dpdpr.in/rights/evidence-checklist/).

## How to approach, step by step

Go in this order. Start with the company. Move to the next step only when the time limit has passed or the reply is not good enough. If money was lost or you were threatened, go to 1930 or the police first.

### Complain to your telecom or internet company, then appeal

TRAI's Telecom Consumers Complaint Redressal Regulations, 2012 give every mobile and internet customer a two step route inside the company: the complaint centre, then the Appellate Authority. Both are free. TRAI itself does not decide individual complaints.

**Keep this ready before you start:**

- Your mobile or account number.
- Dates and times of the problem.
- Bills, recharge receipts or screenshots.
- Any earlier docket numbers.

1. Call your company's consumer care number (for many operators this is 198 for complaints; it is printed on your bill and in the app), or use the company's app or website.
2. Explain the problem in one or two sentences.
3. Ask for the **docket number**. The company must send it to you by SMS with the date, time and the time it will take to fix.
4. Save that SMS.
5. Wait for the time given. If the regulations give no specific time for your issue, the limit is 3 days.
6. If it is not fixed, or you get no reply, appeal to the company's **Appellate Authority**. Find its name and address on the company's website, or through TRAI's grievance page.
7. Send the appeal by email, post, courier or in person, or through the consumer care number. Quote your docket number. Say what you want done.
8. Send it within 30 days after the time limit ran out. The Appellate Authority may accept it up to 3 months late if you show a good reason.
9. You should get a unique appeal number by SMS or email within 3 days.
10. Under the regulations, an Advisory Committee gives advice within 15 days, and the Appellate Authority then decides within 10 days by a written order.
11. If you are still not satisfied, go to the National Consumer Helpline (below), or file on the Government grievance portal CPGRAMS at [pgportal.gov.in](https://pgportal.gov.in).

Checked on 1 November 2026 against: [TRAI: Telecom Consumers Complaint Redressal Regulations, 2012](https://trai.gov.in/sites/default/files/2024-09/CA_05012012.pdf), [TRAI: grievance redressal mechanism (complaint centres and appellate authorities)](https://trai.gov.in/consumer-info/telecom/grievance-redressal-mechanism), [CPGRAMS: Centralised Public Grievance Redress and Monitoring System](https://pgportal.gov.in/).

### National Consumer Helpline, then the Consumer Commission

The National Consumer Helpline (NCH) is run by the Department of Consumer Affairs. It forwards your complaint to the company and tracks the reply. If that fails, you can file a case before a Consumer Commission on e-Jagriti.

**Keep this ready before you start:**

- Bill, invoice, order ID or account number.
- Your complaint to the company and its reply, if any.
- Screenshots and dates.

1. Call **1915** or **1800114000** (8 AM to 8 PM), or WhatsApp **+91 8800001915**.
2. Or open [consumerhelpline.gov.in](https://consumerhelpline.gov.in/public/) and click **Register Grievance**. You can also use the NCH app or the UMANG app.
3. Describe the problem, the company and what you want.
4. Save the grievance number you are given.
5. Use **Track Your Grievance** to see the company's reply. Use **Upload Documents** to add proof.
6. If the company still does not fix it, you can file a consumer case on [e-Jagriti](https://e-jagriti.gov.in), the official portal for Consumer Commissions. It uses OTP registration, online fees and virtual hearings.
7. File the case within 2 years of the problem. This is the limit in section 69 of the Consumer Protection Act, 2019.

Checked on 1 November 2026 against: [National Consumer Helpline (Department of Consumer Affairs)](https://consumerhelpline.gov.in/public/), [e-Jagriti: file a case before a Consumer Commission](https://e-jagriti.gov.in/).

### Use your DPDP rights (from 13 May 2027)

The rights in sections 11 to 14 of the DPDP Act, and the duties of companies that go with them, start on 13 May 2027 (G.S.R. 843(E)). Until then you can still write to a company and ask. Many will answer. But they are not yet bound by these sections.

**Keep this ready before you start:**

- The company's published method for rights requests. Rule 14 says companies must show it on their website or app.
- The identifier they ask for, such as your username, customer ID or registered mobile number.

1. Find the company's rights or grievance page, or its Data Protection Officer contact.
2. Send a written request using the method they publish. Use our [request letter template](https://dpdpr.in/rights/rights-request-letter/).
3. Ask for what you need: a summary of your data and how it is used, and the names of everyone it was shared with (section 11); correction, completion, updating or erasure (section 12); or a fix for a grievance (section 13). You can also nominate someone to act for you after death or incapacity (section 14), and withdraw consent (section 6(4)).
4. Save the acknowledgement or ticket number.
5. Wait for the time they publish. Rule 14(3) says it cannot be more than 90 days.
6. If they refuse or do not answer, you can complain to the Data Protection Board of India. You must use the company's grievance route first (section 13(3)).
7. The Board works as a digital office. Use the method it publishes on its website and app (rule 19). We will add the link when the Board publishes it.

Checked on 1 November 2026 against: [Digital Personal Data Protection Act, 2023 (MeitY copy of the Gazette)](https://www.meity.gov.in/static/uploads/2024/02/Digital-Personal-Data-Protection-Act-2023.pdf), [Digital Personal Data Protection Rules, 2025 (G.S.R. 846(E))](https://www.meity.gov.in/static/uploads/2025/11/53450e6e5dc0bfa85ebd78686cadad39.pdf), [G.S.R. 843(E): start dates for the Act](https://www.meity.gov.in/static/uploads/2025/11/c56ceae6c383460ca69577428d36828b.pdf).

## Ready-to-use complaint

Copy, fill the brackets, and send it through the company's official channel. Keep a copy.

To: Nodal or Grievance Officer, \[ISP name\] Subject: Complaint about \[outage / billing / misuse of my KYC\], account \[number\] I have a broadband connection with you, account \[number\], at \[address\]. On \[date\] I complained through \[channel\] and got docket number \[number\]. The problem is not fixed. \[Describe in two lines.\] Please \[fix the service / refund Rs \[amount\] / tell me who my KYC documents were shared with\] within the time set by TRAI's regulations. If not, I will appeal to your Appellate Authority and approach the National Consumer Helpline. \[Name\], \[mobile\], \[date\]

## Time limits

- Appeal to the company's Appellate Authority: within 30 days after the complaint time limit ends (up to 3 months with good reason).
- Consumer Commission case: within 2 years (section 69, Consumer Protection Act, 2019).
- DPDP rights: from 13 May 2027; the company's reply time cannot exceed 90 days (rule 14(3)).

## If this happened to you

- [\*\*Someone called with personal details I never shared with them\*\*A caller knew your name, address, purchases or family details, and named a company.](https://dpdpr.in/rights/scenarios/caller-knew-my-details/)
- [\*\*A company keeps sending marketing after I said stop\*\*Calls, SMS or emails continue after you opted out or registered DND.](https://dpdpr.in/rights/scenarios/marketing-after-opt-out/)
- [\*\*A company told me my data was leaked in a breach\*\*You got a breach notice, or read that a company you use was hacked.](https://dpdpr.in/rights/scenarios/breach-notice/)
- [\*\*My broadband or mobile provider's data seems to feed spam calls\*\*Right after a new connection or plan change, spam calls start quoting it.](https://dpdpr.in/rights/scenarios/provider-data-feeds-spam/)

## Official sources

- [TRAI: Telecom Consumers Complaint Redressal Regulations, 2012](https://trai.gov.in/sites/default/files/2024-09/CA_05012012.pdf)
- [TRAI: grievance redressal mechanism (complaint centres and appellate authorities)](https://trai.gov.in/consumer-info/telecom/grievance-redressal-mechanism)
- [Sanchar Saathi portal and FAQ (Department of Telecommunications)](https://sancharsaathi.gov.in/)
- [National Consumer Helpline (Department of Consumer Affairs)](https://consumerhelpline.gov.in/public/)
- [Digital Personal Data Protection Act, 2023 (MeitY copy of the Gazette)](https://www.meity.gov.in/static/uploads/2024/02/Digital-Personal-Data-Protection-Act-2023.pdf)
- [G.S.R. 843(E): start dates for the Act](https://www.meity.gov.in/static/uploads/2025/11/c56ceae6c383460ca69577428d36828b.pdf)