Consumer Corner

1. Step 1: Customer Care

Most issues are resolved here. Reach our customer care team for any service, billing or channel query.

• •Phone: 1800-200-1100 (toll-free), 9:00 AM to 11:00 PM IST
• •Email: support@vortexplay.in
• •You will receive a complaint ticket number to track your request.

2. Step 2: Nodal Officer

If your complaint is not resolved by customer care within the committed time, escalate to the Nodal Officer with your ticket number.

• •Email: nodal@vortexplay.in
• •Working hours: 9:30 AM to 6:30 PM, Monday to Friday

3. Step 3: Appellate Authority

If you are still not satisfied with the Nodal Officer's response, you may file an appeal with the Appellate Authority. Appeals are decided within 39 working days of receipt.

• •Email: appellate@vortexplay.in
• •Working hours: 9:30 AM to 5:30 PM, Monday to Friday

4. Manual of Practice

Our Manual of Practice sets out the standards of service, complaint-handling process and consumer rights, in accordance with the TRAI tariff order and regulations. A copy is available on request from customer care.

5. Consumer Charter

The Consumer Charter summarises your rights, our obligations, billing transparency and the grievance redressal process. Pricing is published as per the TRAI tariff order, with the Network Capacity Fee covering carriage of up to 200 channels.