How can you file complaints about Dialog Axiata services?

Telecom
, ,
1

To file a complaint about telecom services of Dialog Axiata, including issues related to fixed and wireless broadband, poor network coverage, dropped calls, slow internet speeds, broadband, internet fiber, billings (incorrect billing, overcharges, or discrepancies)satellite TV, and business solutions, you can use the following steps and provided contact details of Dialog customer service:

Dialog Axiata Customer Support
Dialog Axiata Customer Support1315Ă—720 68.4 KB

Dialog Axiata Customer Support:

  • Customer Service Number: Call at toll-free number 1777 (available 24/7) or 0117100100 (Fixed Line and Broadband). In case of international roaming, dial hotline +94777999777 or +94777997799.
  • WhatsApp: Message +94777678678 during business hours for a quick response.
  • Email: Send your concerns to support@dialog.lk or service@dialog.lk with relevant account information and screenshots if applicable.

If you are a business customer, contact the enterprise customer support at 0117100200 or +94777887887 for issues related to business solutions.

Steps to file an online complaint:

  • Visit Dialog’s official website (dialog.lk).
  • Navigate to the “Support” or “Contact Us” section from the menu. You can also click “Chat with Dia” to start a conversation.
  • Click “Let Us Know” to open the online feedback/complaint form.
  • Fill out the form with required details including location, billing details (for payment issues), and description of the issue.
  • Submit the form.

Finally, note down the reference/ticket ID to track status. You can also use Dialog mobile app to access online service and chat with customer service representatives.

Escalation to General Manager:

If your previous complaints are not resolved by customer service team or Head of Service, escalate it to the General Manager/CEO by writing a complaint letter with reference/acknowledgement ID and expected resolution. You can also complain to Chief Executive Officer (CEO) at head office by calling at +94777088293 or emailing to complaints@dialog.lk

Appeal to Telecommunications Regulatory Commission of Sri Lanka:

If your complaints about telecom services of Dialog Axiata are not resolved with specified timeframe, file a complaint with Telecommunications Regulatory Commission of Sri Lanka (TRCSL) by calling at +94112689345 / 1900 (hotline) or emailing to cc@trc.gov.lk.

For issues related to violation of your consumer protection rights or unfair business practices by the telecom operator, file your complaint to Consumer Affairs Authority with supporting documents.

2 Likes