GTPL has a centralized helpline number to assist subscribers. This service is available round the clock. Subscriber shall be guided and connected with the Complaint Centre through the Interactive Voice Response System (“IVRS”).
If subscriber has any grievance, may contact GTPL’s Complaint Centre/Customer Care Centre with the details of the grievance. Following are the various sources and contact details along with complaint redressal timelines (as provided under TRAI regulations).
2nd Floor, Sahajanand Shopping Centre,
Opposite Swaminarayan Mandir,
Shahibaug- Ahmedabad - 380004
Each complaint will be attended to within a prescribed timeframe as per TRAI Regulations. Following is the contact details and complaint redressal timeline (as provided under TRAI regulations) for our Complaint Centers, according to the type of complaint:
| Complaint Type | Contact Details | Timeline for redressal of complaint |
|---|---|---|
| Provisioning New Connections | Within 15 Days of receiving your application with Valid Documents (Provided technical Feasibility in your area permits the connection) | |
| Fault Repair | Attended within 3 days of request and resolved in a maximum of 30 days | |
| Shifting the Connection to your new address within the same city | Attended within 3 days of request and resolved in a maximum of 15 Days (Provided technical Feasibility in your area permits the connection) | |
| Closures | Attended within 24 Business hours | |
| Billing | Attended within 24 Business hours and resolved in maximum 4 weeks |
If subscriber is not satisfied with the redressal of his complaint by the Complaint Centre, or the complaint remains unaddressed within the period specified above, subscriber may appeal with the appellate authority for Redressal of the complaint.
Subscriber can appeal to the Appellate Authority with ticket number (Original complaint number, subscriber gets while registering complaint with GTPL) from Monday to Friday, between 10:30 am and 6:30 pm. Time Limit for Disposal for Appellate Authority: The Appellate Authority shall decide every appeal within 39 working days from the date of filing the appeal.
