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Complaint Redressal Mechanism

Hathway Cable and Datacom Limited has established a two-tier grievance redressal mechanism in accordance with the Telecom Consumer Complaint Redressal Regulations, 2012 issued by the Telecom Regulatory Authority of India (TRAI), as amended from time to time. Customers may register complaints or service requests through multiple channels, including 24x7 Toll-Free Customer Care Number, Email, Mobile Application, Self-Care (Web Portal), and Written Communication . Upon registration, a unique Docket Number / Complaint Reference Number shall be generated and communicated to the customer along with the date and time of registration via call, email, or SMS. All complaints and service requests shall be addressed within the timelines prescribed under applicable TRAI regulations. Upon resolution, the customer shall be informed of the action taken.

In case the customer is not satisfied with the resolution, or the complaint remains unresolved within the prescribed timeframe, the matter may be escalated to the Appellate Authority as per applicable regulations.