Level 1: Support Staff You can contact our staff with your grievance in either one of the following ways: Helpline / Email / Fax / Location YOU Telecom Office / Online Complaint Form You will get a unique Call registration number and a time estimate for the complaint to be resolved. If the complaint has been sent by Email or Fax, the Call registration number will be sent within the same working day of receipt of the complaint. Where the complaint relates to the disruption of services and/or disconnection of services it will be redressed within three days from the date of registration of complaint. Where the complaints relates to any other grievance, all such complaints will be redressed within seven days from the date of registration of complaint. Billing complaints may take up to a maximum of four weeks to be resolved.

Level 2: Nodal Officer In case the problem is not resolved within the stipulated time or you are not satisfied with the resolution provided you may escalate the complaint to the Nodal officer via Email, Fax, phone call or online complaint form or through other electronic means. You will get a response regarding the complaint within three days and the resolution within ten days from the date the complaint was registered with the Nodal officer. However in case of complaints related to fault or disruption of service or disconnection of service, it will be redressed within three days from the date of registration of complaint. The Nodal officer will, after taking the remedial measure for redressal of the grievance or decision thereon, intimate you within the time limit specified above, the remedial measure or decision taken.

List of Nodal Officers for Public Grievances

Level 3: Appellate Authority In case you are not satisfied with the redressal of your grievance by the nodal officer or your complaint remains to be redressed or no reply has been received within the abovementioned period,then you may, in writing, make an appeal to the Appellate Authority (to be appointed by YOU Telecom) for redressal of your grievance. Every appeal to the Appellate Authority shall be made in duplicate, in the form attached. Every such appeal shall be filed within 3 months after the expiry of the time limit of 10 days. Provided that the Appellate Authority may entertain any appeal after the expiry of the three months but before 1 year from the time limit specified if it is satisfied that there was sufficient cause for not filing it within that period. The Appellate Authority shall decide every appeal within three months from the date of filing the appeal and pass an order for disposal of the appeal. YOU Telecom shall, within fifteen days from the date of the receipt of the order, comply with the order of the Appellate Authority and report immediate compliance thereof to the Appellate Authority.

List of Appellate Authorities for Public Grievances

For details on TRAI Regulation on Consumer Protection you may visit TRAI website at: http://www.trai.gov.in or http://www.trai.gov.in/trai/upload/Regulations/67/regulation15jun07.pdf