India: How to Claim Compensation for Slow Broadband Speeds

NEW DELHI: Many broadband subscribers in India pay for high-speed internet but receive far less. What most do not realise is that this is not just a service failure — it is something you can formally complaint about and claim compensation for. If your broadband provider is delivering speeds significantly lower than what was promised, you have two main places to file complaint — the Telecom Regulatory Authority of India (TRAI) and the consumer court under the Consumer Protection Act, 2019. TRAI regulates internet service providers (ISP) and sets minimum quality of service standards that ISPs are required to follow. If a provider consistently falls below these standards, a complaint can be filed with TRAI directly. Consumer court allows you to seek compensation and refunds for the financial loss caused by the poor service. You can pursue the TRAI grievance first before escalating to consumer court if the issue remains unresolved. Before heading to consumer court, you are expected to first raise the issue with your service provider and give them a reasonable time to fix it. This also strengthens your case by showing that you tried to resolve the matter and were ignored. How to file the complaint Step 1 — Complain to your ISP first Write an email to your broadband provider's customer care. Note the complaint number, the date and the response received. If the issue is not resolved within 30 days, then you can escalate the matter. Step 2 — Approach TRAI File a complaint through the Sanchar Saathi portal or TRAI's Centralised Public Grievance Redress and Monitoring System (CPGRAMS). You can also approach the Telecom Consumer Complaint Centres (TCCC). TRAI has the authority to direct ISPs to address service quality violations and this step can sometimes resolve the issue without litigation. Step 3 — File at the consumer forum If the problem remains unresolved, file before the appropriate consumer commission. Claims up to Rs 50 lakh go to the District Consumer Disputes Redressal Commission, between Rs 50 lakh and Rs 2 crore to the State Commission, and above Rs 2 crore to the National Consumer Disputes Redressal Commission (NCDRC). You can file online through the e-Daakhil portal at edaakhil.nic.in. In your complaint, state what plan you subscribed to, what speed was promised, what you are actually receiving, how long the problem has persisted, and what relief you are seeking. What documents do you need Having the right paperwork makes a significant difference. Gather the following before filing: Proof of subscription — plan details or welcome letter from your ISP showing the promised speed. Bills and payment receipts — monthly invoices showing what you are paying and for which plan. Speed test records — run tests multiple times a day on multiple devices over several days using Fast.com, Speedtest by Ookla, or TRAI's MySpeed app. Take screenshots with date and time visible. Written communication with the ISP — emails or chat transcripts showing you raised the complaint and what response you received. Complaint reference numbers — ticket numbers issued by the ISP when you reported the problem. Identity and address proof — Aadhaar, PAN or any government ID matching the broadband connection address. Consumer forums can direct the ISP to refund excess charges, pay compensation for deficient service and award costs for inconvenience. TRAI can direct ISPs to comply with quality norms and impose penalties on repeat offenders, meaning regulatory pressure alone can sometimes bring faster resolution.