How can you file complaints about Robi Axiata services?

Telecom
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To file a complaint about telecom and internet services of Robi Axiata, including issues related to mobile phone (voice, data, internet, and network connectivity), billings, financial services, international roaming, digital services, and enterprise solutions, you can use the following steps and provided contact details of Robi customer service:

Robi Customer Support
Robi Customer Support1369Ă—720 141 KB

Robi Axiata Customer Support:

  • Customer Service Number: Dial toll-free number 121 / 158 from a Robi number or hotline 01678600786 / 01819400400 from other numbers.
  • WhatsApp: Message +8801886664121 with your concerns.
  • Email: Send your complaint to 123@robi.com.bd with your name, mobile number, and complaint details.

For door step service, request a visit by dialing 12110*5# from your Robi number or emailing doorstep@robi.com.bd. For customer service or help regarding unresolved technical issues, visit the nearest Robi Sheba service center.

Steps to file an online complaint:

  • Visit Robi’s official website (robi.com.bd).
  • Navigate to “Customer Service” section from the menu.
  • Click “Register a complaint” and verify your mobile number to open the online complaint form.
  • Fill out the form with required details including customer ID, location, and description of the issue with supporting evidence such as screenshot (for technical issues) or copy of documents.
  • Submit your complaint.

Finally, note down the reference/ticket ID to track status. You can also use My Robi App to use online telecom services or chat with a customer representative. If not resolved, you may contact the manager of local service center.

Escalate to Customer Experience Manager:

If your previous complaints are not resolved to your satisfaction by customer service team, escalate it to the Customer Experience Manager with reference/acknowledgement number of the unresolved complaint. You can send a written complaint letter to Corporate Officer by post or email at head office:

  • Email: cem@robi.com.bd.
  • Address: Robi Axiata Limited, The Forum, 187, 188/B Bir Uttam Mir Shawkat Sarak, Tejgaon Dhaka-1208.

Approach Bangladesh Telecommunication Regulatory Commission:

If unsatisfied with Robi’s resolution, you can appeal to the Bangladesh Telecommunication Regulatory Commission (BTRC) by sending a written complaint by email at complaint@btrc.gov.bd or calling at hotline 100 to contact the consumer department of BRTC.

For violation of your consumer rights or disputes related to quality of service and monetary losses, approach the respective consumer protection authority of your state or the central office with all relevant complaint details and correspondence records.

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