I recently noticed that my mobile service provider has overcharged me on my bill, either by including services I didn’t use or charging incorrect rates. I want to know the proper steps to file a complaint and get a refund or correction. What are my legal rights as a consumer in this situation?
✅ Steps to File a Complaint for Overbilling by a Mobile Service Provider:
You have the right to fair billing under consumer protection laws. If your mobile operator overcharges you, you can officially dispute it through the following steps:
📞 1. Contact Customer Care First
- Call your mobile operator’s customer support.
- Register a formal complaint and ask for a complaint/reference number.
- Make note of the date, time, and name of the agent.
Tip: Most issues are resolved at this stage. If not, proceed to the next steps.
📧 2. Write a Formal Complaint to the Nodal Officer
If customer support doesn't resolve your issue:
- Visit the company’s official website and find the nodal officer contact details.
- Send a written complaint with your account number, billing details, complaint number, and evidence of overbilling.
- Request a written response within 7 working days.
🏛️ 3. Escalate to the Appellate Authority
If the nodal officer doesn’t respond or gives an unsatisfactory answer:
- File an appeal to the Appellate Authority of the service provider.
- This must be done within 30 days of receiving the nodal officer’s response.
📝 4. File a Complaint with TRAI or DOT (For Serious Cases)
Though TRAI (Telecom Regulatory Authority of India) doesn’t handle individual complaints directly, you can:
- Submit your complaint via PGPortal (https://pgportal.gov.in) – the Government of India’s Public Grievance Portal.
- Mention all steps taken and attach proofs.
⚖️ 5. Approach the Consumer Forum (If No Resolution)
If all else fails:
- File a complaint with the Consumer Disputes Redressal Commission (District/State/National).
- You can claim a refund, compensation for mental harassment, and legal costs.
No lawyer is needed, but having one helps.
🛡️ Your Legal Rights as a Consumer:
- Right to accurate billing
- Right to redressal
- Right to be informed
- Right to seek compensation for unfair trade practices
⚠️ Also Dealing with a False Criminal Accusation?
If you are also facing a false criminal accusation, such as theft or harassment, you should:
- Hire a defense lawyer.
- Collect evidence proving your innocence.
- Avoid direct communication with the accuser.
- File a counter-complaint if needed.
