Grievance redressal policy
The escalation route for an unresolved Internet Express complaint, what to include, and what to do if it is still not resolved.
Step one: support
Report on the support line 9527573939 or on WhatsApp. Every report receives a ticket reference. Most issues are resolved at this stage.
Step two: escalation
If the issue is not resolved, or you are not satisfied with the resolution, ask for escalation on the same ticket so the history stays attached to it. You will be given a contact for the escalation.
Step three: the Grievance Officer
Our Grievance Officer is Mr. Tushar Thakur, who is also the Nodal Officer at Level 4 of the escalation path. Email tushar@internetexpress.co.in, call +91 95275 60756, or write to Internet Express, Office No. 411, KP Square, Mohan Nagar, Chinchwad, Pune 411019, with your ticket reference and the outcome you are looking for.
We acknowledge every grievance within one working day and send a written response, with our decision and the reasons for it, within 15 days of receiving it.
What to include
Your registered mobile number, the service address, the ticket reference, the dates you have been in contact, and what outcome you are looking for. Anything already sent does not need repeating; the ticket carries it.
Beyond us
If you are not satisfied with our response, you can take the complaint to the National Consumer Helpline (call 1915), to the Department of Telecommunications through the CPGRAMS public grievance portal, or to the appropriate consumer commission. A complaint about how we handle personal data can be taken to the Data Protection Board of India. We will give you the ticket history you need on request.
Our commitment
A complaint is not closed without telling you it has been closed and why. If we cannot do what you have asked, you get a reason rather than silence.
Version and review
Version 1.1, effective 25 September 2026, next review 13 March 2027. Where a clause above says a detail is being confirmed, that is because it is not yet settled; ask support and you will be told the current position rather than reading a number here that might be wrong.
Questions about this policy
Email sales@internetexpress.co.in, call 9527573939 for an existing connection or 9960068002 for a new one.