How do I complain about wrongful deductions or service failure in a DTH or OTT subscription?

Question

My DTH operator deducted money for channels I never subscribed to, and separately an OTT platform kept renewing a subscription I had cancelled. I want to know my rights against both. I have been reading conflicting things online and I would like to understand what Indian law actually says about this, which Act and Section applies, what the realistic timelines and costs are, and what I should be doing right now to protect my position. If the matter can be resolved without litigation I would prefer that route, but I want to know what my rights are before I agree to anything or sign any document.

MyVakeel Legal Desk · Accepted Answer

How do I complain about wrongful deductions or service failure in a DTH or OTT subscription? is governed in India primarily by Telecommunication (Broadcasting and Cable) Services Interconnection (Addressable Systems) Regulations, TRAI, 2017, Consumer Protection Act 2019, Section 2(47), Information Technology Act 2000, Section 43A and Consumer Protection (E-Commerce) Rules 2020, Rule 5. The short answer is set out below, followed by the practical steps most people in this situation need to take. Read it alongside the specific provisions named, because the exact relief available to you turns on the facts you can prove on paper.

TRAI's Addressable Systems Regulations require DTH operators to activate or deactivate channels strictly based on the subscriber's explicit choice recorded through the operator's app or IVR, and any unrequested channel or pack activation resulting in deduction is a violation of these Regulations.

DTH operators must send an advance notice before expiry and cannot auto-renew a pack the subscriber has not chosen to continue, and a subscriber can demand a refund for any unauthorised deduction along with the balance validity restored.

For OTT platforms, continuing to charge after a subscriber has clearly exercised a cancellation option in the app or account settings is an unfair trade practice under Section 2(47) of the Consumer Protection Act 2019, since it charges for a service the consumer did not consent to.

Rule 5 of the Consumer Protection (E-Commerce) Rules 2020 requires e-commerce and digital service entities to provide a transparent cancellation and refund mechanism and prohibits obstructing a consumer's ability to cancel a recurring subscription.

Where a payment method's saved card details are used to auto-debit after cancellation without fresh authorisation, this can also amount to a violation of data and payment security obligations under Section 43A of the Information Technology Act 2000.

What to do next: 1) Take a screenshot of the channel selection or subscription cancellation confirming what you actually authorised; 2) Raise a complaint with the DTH operator or OTT platform's customer support demanding a refund; 3) Escalate to TRAI's grievance portal for DTH billing issues if the operator does not respond; 4) File a consumer complaint for refund and compensation if the platform refuses to reverse unauthorised charges.

If the other side has already issued a notice, filed a case or set a deadline, treat the matter as time-sensitive — most remedies under Telecommunication (Broadcasting and Cable) Services Interconnection (Addressable Systems) Regulations, TRAI, 2017 carry limitation periods, and a delay you cannot explain weakens an otherwise strong case. You can post the details on the MyVakeel forum for a practising advocate to review, or book a paid consultation with a Bar Council verified lawyer in this practice area.