How to File a Complaint in Airtel: A Step-by-Step Guide

How to File a Complaint in Airtel: A Step-by-Step Guide

If you’re facing issues with Airtel’s services, you can file a complaint easily using their comprehensive grievance redressal system. Airtel ensures timely resolution of customer complaints through multiple channels and an escalation matrix.

1. Key Channels to File a Complaint

Airtel offers various platforms to register your complaint:

a. In Person

• Visit the nearest Airtel branch or customer service center.
• Speak to a branch official or drop your complaint/feedback in the complaint box available.

b. Phone

• 198 (Toll-Free): For complaints related to prepaid, postpaid, broadband, and DTH services.
• 121 (Toll-Free): For general queries and assistance.

c. Email

• Send an email to wecare@airtelbank.com for grievances related to Airtel Payments Bank.
• Use 121@airtel.com for complaints related to Airtel’s telecom services.

d. Website

• Visit Airtel’s Customer Care page and log in with your Airtel number to register your complaint.

e. SMS

• For store locator or specific services, send the required SMS to 121 (e.g., ARC <pincode> to find a store).

f. App

• Use the Airtel Thanks App:
  1. Navigate to the "Help & Support" section.
  2. Select the issue category.
  3. File your complaint directly in-app.

2. Steps to Register a Complaint

Step 1: Identify the Issue

Before contacting Airtel, ensure you have the following details ready:

• Your Airtel number or account ID.
• Description of the issue (e.g., billing error, service disruption).
• Relevant proof (e.g., screenshots, bills, or transaction details).

Step 2: File Your Complaint

Choose any of the above channels to register your complaint. Airtel ensures that every registered complaint receives an acknowledgment.

Step 3: Track Your Complaint

Once the complaint is filed, you can track its status:

• Via the Airtel Thanks App under "Help & Support."
• Through the reference number sent to you after complaint registration.

3. Timelines for Resolution

Airtel aims to resolve complaints within specific timelines based on the nature of the issue:

If additional time is needed, Airtel will inform you about the delay and provide updated timelines.

4. Escalation Matrix

If your issue is not resolved satisfactorily, escalate it through the following levels:

Level 1: Branch/Customer Care Officials

• Contact Airtel branch officials or customer care representatives to resolve your issue.

Level 2: Principal Nodal Officer

• If unsatisfied, escalate the complaint to the Principal Nodal Officer of Airtel.
• Contact details of the Principal Nodal Officer can be found:
  • At Airtel branches.
  • On the Airtel website.

Level 3: Banking Ombudsman

• For unresolved Airtel Payments Bank issues, you can approach the Banking Ombudsman.
• Ombudsman details are available on the Airtel website or at branches.

5. Important Guidelines

• All complaints are logged into Airtel’s CRM system to ensure efficient tracking and resolution.
• Airtel employees are trained to handle complaints courteously and promptly.
• Airtel Payments Bank also monitors outsourced service providers for timely resolution of related issues.

6. Mandatory Information Display

Airtel branches and access points display:

• Names and contact details of officials handling complaints.
• Contact details of the Principal Nodal Officer and Banking Ombudsman.

The Airtel website provides:

• Names and contact details of senior officials, including the CMD/CEO.
• Escalation points for unresolved grievances.

7. Tips for Filing a Complaint

• Provide accurate details about your issue to avoid delays.
• Keep your complaint reference number handy for tracking.
• Use escalation channels if your issue remains unresolved within the stipulated time.

By following these steps, you can ensure your Airtel complaint is resolved effectively and efficiently.