Complaints

In terms of 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 under Subsection (1) of Section 9 of the aforesaid Act shall be in writing and shall set out clearly the reasons thereof.

The Procedure for making of Complaint

Please note that the legal owner of the telephone connection can lodge the complaint, and it should be submitted in Sinhala English or Tamil (only). The complaint should be first submitted to the relevant service provider and if a satisfied solution is  not received within a reasonable time you can submit your complaint to TRCSL.

Please include the following information to the complaint.

1. Name in full
2. NIC number
3. Telephone number relevant to the issue
4. Contact number
5. Complaint submission date to  the service provider
   • Response received  -  yes / no
   • If yes   attach the response
   • or please submit references given by the service provider
6. Brief description of the issue
7. Signature

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