Verified: 27 July 2026 05:30 am IST
Industry: Over-the-Top (OTT) Media 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 JioHotstar customer service helplines. This is a scam. JioHotstar 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: Navigate to the ‘Help & Support’ section via the JioHotstar mobile app or website and use the ‘Contact Us’ form or live chat to log your initial ticket. You can also email their newly unified support desk at hello@jiohotstar.com. You must ensure you receive a unique ticket number.
Availability: 24/7 via automated chat and the help center ticketing system.
Timeline: Standard resolution for billing, login, or streaming issues is typically within 48 to 72 hours.
Level 2: Internal Escalation (Grievance Officer)
Who to contact: If Level 1 fails, or if your complaint is about inappropriate content, you must escalate under the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021. Write directly to the Grievance Officer (currently Mr. Abhijit Arneja). Email your formal grievance to hello@jiohotstar.com with “Attention: Grievance Officer” in the subject line. Written legal notices must be sent via physical post to the new merged corporate headquarters: Grievance Officer, JioStar India Private Limited, Star House, Urmi Estate, 95 Ganpatrao Kadam Marg, Lower Parel (West), Mumbai, Maharashtra – 400013.
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: Regulatory Authority (Ministry of Information and Broadcasting)
Authority: Ministry of Information and Broadcasting (MIB) - Digital Media Division.
Portal/Contact: If your complaint is specifically regarding age-rating violations, inappropriate content, or broadcasting standards, and JioHotstar’s Grievance Officer rejects it, you can escalate it to the government through the official MIB portal at mib.gov.in.
Timeline: File only after the 15-day statutory period has elapsed following your Level 2 escalation without a satisfactory resolution.
Level 4: Legal Action for Refunds & Service Issues (Final Step)
Pre-Litigation: The MIB handles content disputes, but if your dispute is financial such as a double-charged subscription, an unissued refund, or a severe service outage 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” or “Unfair Trade Practices” against JioStar India Private Limited. 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 JioHotstar refusing to refund a double-charged annual subscription, or are you looking for the correct template to formally escalate a content dispute to the Mumbai GRO? Reply below (do not share your passwords or full billing details), and our community will point you to the right resources!