Dialog Axiata PLC, known as Dialog, is the largest telecommunications service provider in Sri Lanka. Dialog has a presence in the mobile market with over 17 million subscribers, in all segments including fixed and wireless broadband, satellite TV, and international telecommunication services.
Are you experiencing issues with your Dialog Axiata service? Here, we have provided a guide to registering a formal complaint through the company’s various support channels.
Some common types of complaints that users and customers have reported about Dialog Axiata PLC:
- Billing and Charging Errors: Issues related to incorrect billing, overcharges, or discrepancies in the bills. These errors can lead you to frustration and dissatisfaction.
- Network and Coverage Problems: Complaints about poor network coverage, dropped calls, slow internet speeds, broadband, internet fiber, or connectivity issues.
- Service-Related Concerns: Report issues with services such as call quality, devices, data speed, SIM, or disruptions in TV channels.
However, if you have any such issues, the company is responsible for addressing your concerns as per their customer policy and standards of service. We will help with the process of registering a complaint with Dialog Axiata PLC.
Dialog Complaint Number
You can call on these toll-free helpline numbers of customer support, issued by Dialog Axiata:
- Hotline: For immediate assistance, please contact the Dialog customer service hotline at 1777. Available 24/7
- WhatsApp: You can also message on WhatsApp at +94777678678 for a quick response during business hours.
Important Contact Details:
| Dialog Axiata | Customer Service Number |
|---|---|
| Dialog Customer Care Number | 1777 (Mobile, Broadband, Dialog Television) |
| Fixed Line and Broadband | 0117100100 |
| Enterprise Support | 0117100200, +94777887887 (Business) |
| Roaming (International) | +94777999777 or +94777997799 |
| support@dialog.lk, service@dialog.lk |
Want to know the right procedures and other alternatives? Follow the below steps as per your preference.
How to Register a Complaint
Customers of Dialog can register their complaints using these communication methods and following the instructions provided below. In every step and method of communication, one must note down the SR Number or reference number of the lodged complaint to track the status and escalate to higher authorities (if not resolved).
1. Hotline
- Dial the above-provided customer care number or 1777.
- Follow prompts to connect with a representative.
- Clearly explain your issue and request to register a complaint.
- Provide necessary details (account number, contact information, etc.).
- Obtain a complaint reference number for tracking.
2. Online Complaint Registration
- Visit the ‘Let Us Know’ feedback form, and submit your complaint online to Dialog.
- File an online complaint
- Want to recharge or pay the bill? Reload & Pay (Dialog.lk)
- Additionally, navigate to the ‘Support’ section and click on ‘Contact Us’.
- Fill out the online complaint form with the required details.
- Submit the form and note the reference number for future correspondence.
MyDialog App: You can also login into the app, navigate to the support/complaint section, and follow instructions to chat with an agent.
3. Send an Email
- Send an email detailing your issue to support@dialog.lk.
- Include any relevant account information and screenshots if applicable.
- You will receive a confirmation email with a ticket number.
4. In Person (Dialog Customer Care Centre):
- Locate your nearest Dialog customer centre (visit “Dialog Center Locator” for locations).
- Explain your issue to a representative.
- Submit any supporting documentation.
- Ensure you receive a complaint reference number before leaving.
Escalate to General Manager/CEO
If your concern has not been resolved to your satisfaction, you may escalate it to the higher authorities such as General Manager and Chief Executive Officer (CEO). If the issue persists, escalate it by contacting the customer relations team at complaints@dialog.lk.
Further, for unresolved issues, you may reach out to the respective departmental heads via the contact points provided below.
Write a complaint letter with SR Number or call to the appointed general manager of Dialog at:
- Write to: General Manager/CEO – Enterprise Customer Experience Management & People Dev
- Phone Number: +94777088293
- Officer Contact Details:: Click Here
The officer will try to resolve your issues at the earliest and the first point of contact. You should understand the importance of having multiple levels of escalation to ensure your complete satisfaction.
As mentioned earlier, you can also submit a formal written complaint to Dialog’s customer care, outlining the issue, your attempts to resolve it, and your desired outcome. You can usually submit this via email or a dedicated complaint form.
Regulatory Authority: TRCSL
If you feel that your complaint has not been addressed adequately by Dialog Axiata or are unsatisfied after exhausting Dialog’s internal complaint channels, you have the right to contact the Telecommunications Regulatory Commission of Sri Lanka (TRCSL). They can be reached at:
- Address: Telecommunications Regulatory Commission, No. 276, Elvitigala Mawatha, Colombo 08, Sri Lanka.
- Phone: +94112689345, 1900
- Email: cc@trc.gov.lk
- Website: File a Complaint Online (trc.gov.lk)
The TRCSL is the national regulatory agency for telecommunications in Sri Lanka, where every customer can complain about the telecom industry and the TRCSL will try to protect the public interest.
Some other regulatory authorities where you may approach are the Competition Commission, which addresses concerns related to unfair competition practices and the Consumer Affairs Authority, which handles issues with consumer protection rights.
Frequently Asked Questions
Q: How do I make a complaint to Dialog Axiata PLC?
A: You have several options: call the relevant customer care number 1777, visit a Dialog Customer Care Center in person, or use the online feedback form/MyDialog App.
Q: What should I do if my complaint isn’t resolved quickly?
A: Follow the escalation process: request to speak to a supervisor, submit a formal written complaint, and utilize Dialog’s dispute resolution process. If still unsatisfied, contact the Telecommunications Regulatory Commission of Sri Lanka (TRCSL).
Q: Are there different phone numbers for different types of service complaints?
A: Yes, Dialog Axiata has dedicated customer care numbers for general inquiries, fixed line/broadband, enterprise support, and roaming support. Refer to the article for specific numbers.
Q: How long will it take for my complaint to be addressed?
A: Resolution times vary. Dialog initially may take up to 48 hours to resolve the problem with service, but complex issues may take longer. Track your complaint with your reference number and contact customer care for updates.
Q: What kind of issues can the TRCSL help me with?
A: The TRCSL regulates the telecom industry in Sri Lanka. They handle complaints that remain unresolved through Dialog’s internal channels. You can also approach other regulatory authorities like the Competition Commission or Consumer Affairs Authority for specific concerns.
Resources:
