It is important to make the best possible choice when one selects a Telecommunication service provider.  Before making your decision to subscribe to a Telecommunication service it is advisable to consider the following matters.

1.    Select the best service provider of your choice according to the equipment you require and the terms and conditions in obtaining the service.

2.    To be able to exercise your rights and all other benefits offered   by the relevant operator   you should first register yourself as the legal customer of the telecommunication service provider.

3.    It is also important to choose the best tariff plan according to your personal requirements and usage pattern.

4.    You must have a sound knowledge of the services offered to you by your service provider and your legal rights as a consumer.

5.     It is your responsibility to be aware about the terms and conditions offered to you by your service provider and obtain a copy of your contract or service agreement from your service provider.

6.    Solicit more information regarding billing, fault repair etc. and about the procedure you will have to follow if you have any complaints to make.

Inquire in to complaints

In terms of the Section 09 of the Sri Lanka Telecommunications Act No. 25 of 1991 as (amended in 1996) where a subscriber to a telecommunication service or a member of public makes a complaint to the Commission in relation to the telecommunication services provided by an operator the Commission may make such an investigation as it may deem necessary and shall cause such remedial measures to be taken as the circumstances of the case may require.

In the course of any such  investigation the Commission may direct such operator to take such steps deemed  to  be necessary for the rectification of any cause or matter which gave rise to the complaint and direct that  financial redress be provided where appropriate

Every complaint made setout subsection (1) of  the aforesaid Act shall be in writing and shall setout clearly the reasons thereof.

• To be a Subscriber to a Telecommunications service

• The first complaint

• Lodging a complaint with the TRCSL

• Complaint categories

• The procedure adopted by the Commission

• About your SIM

• Finding your lost mobile -  English / Sinhala 
  

• FAQ

• Contact us

Inquire in to Complaints

In terms of the Section 09 of the Sri Lanka Telecommunications Act No. 25 of 1991 as (amended in 1996) where a subscriber to a telecommunication service or a member of public makes a complaint to the Commission in relation to the telecommunication services provided by an operator the Commission may make such an investigation as it may deem necessary and shall cause such remedial measures to be taken as the circumstances of the case may require.

In the course of any such  investigation the Commission may direct such operator to take such steps deemed  to  be necessary for the rectification of any cause or matter which gave rise to the complaint and direct that  financial redress be provided where appropriate

Every complaint made setout subsection (1) of  the aforesaid Act shall be in writing and shall setout clearly the reasons thereof.

1.   To be a  Subscriber   to a Telecommunications service

2.   The first complaint

3.   Lodging  a complaint with  the TRCSL

4.   Complaint categories

5.   The procedure adopted by the Commission

6.   About  your SIM

7.   Finding your lost mobile

8.   FAQ

9.   Contact  us

Matters to be considered prior to subscribing to a Telecommunications service

It is important to make the best possible choice when one selects a Telecommunication service provider.  Before making your decision to subscribe to a Telecommunication service it is advisable to consider the following matters.

1. Select the best service provider of your choice according to the equipment you require and the terms and conditions in obtaining the service.
2. To be able to exercise your rights and all other benefits offered   by the relevant operator   you should first register yourself as the legal customer of the telecommunication service provider.
3. It is also important to choose the best tariff plan according to your personal requirements and usage pattern.
4. You must have a sound knowledge of the services offered to you by your service provider and your legal rights as a consumer.
5. It is your responsibility to be aware about the terms and conditions offered to you by your service provider and obtain a copy of your contract or service agreement from your service provider.
6. Solicit more information regarding billing, fault repair etc. and about the procedure you will have to follow if you have any complaints to make.

The first complaint

Consumers are requested to seek redress from your service provider in the first instance,  in respect to  an issue perceived by the consumer as a cause for complaint

After making the complaint

1. It is important for you to keep a record of  any  complaints made, for example,
   Copies of the complaint and previous correspondence if any, reference number given to you if complaint is lodged over the telephone  , names of the person/s you spoke to if available , the date of the complaint  and the answer/s received etc.
2. Allow your service provider some reasonable time to process the complaint.
3. You may follow up by talking to them over the telephone.

If the complainant does not receive a satisfactory solution to his/her problem within a reasonable period of time, the consumers are requested at this stage to send a written complaint to the Commission.

Lodging a complaint with  the TRCSL

TRCSL is empowered to inquire and investigate   in to complaints under  the Section 09 of the Sri Lanka Telecommunications Act. under which provisions you can lodge your complaint with the  Commission when your service provider fails to act promptly on your complaint or fails to remedy the problem to your satisfaction.

Complaint Categories

•    Break down of the service.
•    Billing disputes
•    Deterioration  in the Quality of service.
•    Problems on fixing telecommunication posts.
•    Failure to  attempt to repair within the stipulated time period
•    Failure to provide the service within the stipulated time after receiving  the full payment from the customer.
•    Receiving  messages of an indecent, obscene, seditious, scurrilous ,threatening or grossly offensive character
•    Matters related to Internet service connections and services.
•    Matters related to PEO TV

The procedure adopted by the Commission

Irrespective of the nature of the complaint the Commission will respond to all consumer complaints in writing.

• TRCSL requests the relevant service provider to look in to the complaint and take necessary action to remedy the same.
• The complainant will be   sent an acknowledgement letter from the Commission on the same.
• The complainant will be informed about the remedy proposed to be  taken by your service provider
• If it is acceptable to the regulator / if it complies with regulations of the Commission it will be conveyed to the complaint.
• If the proposed remedy or relief or action taken by the operator is  in compliance  with regulations  will not be communicated to the complainant and the TRCSL   will negotiate with the relevant service provider on behalf of you.
• If the complainant is not satisfied with the remedy   offered by the service provider that matter will be discussed with him to ascertain any alternative solution and if it doesn’t work it will be forwarded to the Internal Committee appointed   for resolution of consumer complaints.

The role of the ICCR

A committee has been appointed by the Commission would investigate in to consumer complaints, hear both parties and facilitate settlement of the dispute or make recommendations with suitable remedial measures for a fair decision to be taken by the Commission.

About Your SIM

As a lawful citizen you should be in possession general information relating to the SIM used by you.

• As per the prevailing regulations every citizen can obtain up to a maximum 05 numbers of SIM cards under his/her NIC number.
• Every service provider has the legitimate right to call for information to confirm about the correctness of your personal details. i .e check the  accuracy of NIC.
• Every service provider or his agent / representative   is required to issue SIMs to an applicant who submits his/her personal details with documentary proof.  
• It is the responsibility of every applicant to produce true and correct personal details for the above purpose.
• Every SIM card is associated with a number which is called as your cellular mobile number and the ownership of the same is solely vested with the operator. Operator has the authority to recycle    such number if it is not used in the system for a certain period of time.
• If you wish to continue the use of same mobile number given to you by your service provider and do not presently use your SIM to generate calls you may inform your service provider in writing. This may help the service provider to cease recycling the said number and allocating to another person.
• Every legal owner of the SIM has a facility to check with the phone to ensure that the particular phone is registered under his/ her name.
• In any case if your SIM is lost or misplaced you must take immediate steps to get it deregistered with your telecommunication service provider’s   network.
• However  there is a possible risk that  under any circumstance if your SIM is used by a third party, your responsibility extends to all the calls generated through that SIM.

 Finding Your Lost Mobile Phone - English / Sinhala 

Contact Us

The Deputy Director Consumer Relations
Telecommunications Regulatory Commission of Sri Lanka
No. 276
Elvitigala Mawatha
Colombo 08

Hot Line - 1900

SLT Toll free  011 2666222
                        011 2662215
                        011 2662216

Telephone:       0112689345
Fax                   0112676985
Email: This email address is being protected from spambots. You need JavaScript enabled to view it. This email address is being protected from spambots. You need JavaScript enabled to view it.

• Lodging  a complaint with  the TRCSL            

English      

Sinhala     

• Relief measures you can obtain

• Contact CR unit of the TRCSL