Verified: 28 July 2026 05:30 am IST
Industry: Over-the-Top (OTT) Streaming Services
Jurisdiction: India
Primary Regulator: Ministry of Information and Broadcasting (MIB) & CCPA
Important Safety Warning: Beware of the “Fake Subscription Support Scam.” Scammers frequently buy ads on Google displaying fake Amazon Prime Video customer service helplines. This is a scam. Prime Video staff will never ask you to download a screen-sharing app, ask for your UPI PIN to process a “refund,” or ask for your account password.
Level 1: Customer Support (Initial Complaint)
How to complain: Do not search for random phone numbers online. Open the Prime Video App or website and navigate to the Help section (primevideo.com/help). From there, select “Contact Us” for instant, authenticated in-app voice callbacks or chat support. You must ensure you receive a unique ticket or reference number.
Availability: In-app callback requests and live chat operate 24x7.
Timeline: Standard resolution for billing, login, or streaming issues is typically within 24 to 48 hours.
Level 2: Internal Escalation (Tier 1 - Content Grievance Officer)
Who to contact: If Level 1 fails, or if your complaint is specifically about inappropriate content, age rating violations, or missing content descriptors, you must escalate under Tier 1 of the Information Technology Rules, 2021. Write directly to the Prime Video Grievance Officer (currently Mr. Anshuman Mainkar). You must email your formal grievance to grievanceofficer-primevideo@amazon.com (for Prime Video Add-On subscriptions, use grievance-primevideoaddonsubscriptions@amazon.com).
Timeline: Under the IT Rules 2021, the Grievance Officer must legally acknowledge your complaint within 24 hours and dispose of the complaint within 15 days from the date of receipt.
Level 3: Self-Regulatory Body (Tier 2 - DPCGC)
Who to contact: If Prime Video’s Grievance Officer fails to resolve your content grievance within 15 days, or you are unhappy with the resolution, you must escalate to Tier 2 before approaching the government. Prime Video is a member of the Digital Publisher Content Grievances Council (DPCGC), an independent self-regulatory body recognized by the MIB. You must email your appeal to the DPCGC grievance board.
Timeline: The DPCGC Grievance Redressal Board will review the publisher’s decision and issue a binding ruling within 15 days.
Level 4: Regulatory Authority (Tier 3 - Ministry of Information and Broadcasting)
Authority: Ministry of Information and Broadcasting (MIB) - Digital Media Division.
Portal/Contact: If the DPCGC (Level 3) also rejects your content complaint, you can finally escalate it to the central government’s oversight mechanism through the official MIB portal at mib.gov.in.
Level 5: Legal Action for Refunds & Service Issues (Final Step)
Pre-Litigation: The MIB and DPCGC handle content disputes. If your dispute is financial such as a double-charged Prime subscription, an unissued refund, or an account hack that customer care refuses to fix you must register your grievance on the National Consumer Helpline (NCH) by calling 1915 or visiting consumerhelpline.gov.in.
Court/Arbitration: If pre-litigation fails, file a formal complaint for “Deficiency of Service” against Amazon Seller Services Private Limited (or Amazon Digital Services). You can file this case entirely online with the District Consumer Disputes Redressal Commission using the government’s unified e-Jagriti portal (e-jagriti.gov.in).
Community Action: Is Prime Video refusing to refund a double-charged subscription, or are you looking for the correct template to formally escalate a content dispute to the DPCGC? Reply below (do not share your passwords or full billing details), and our community will point you to the right resources!