Verified: 29 July 2026 04:30 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 SonyLIV customer service helplines. This is a scam. SonyLIV 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 SonyLIV App and navigate to the Help & Support section (sonyliv.com/customer-support). From there, you can submit an online ticket or use their live chat for technical, billing, or subscription issues. You must ensure you receive a unique ticket or reference number.
Availability: In-app chat and the online ticketing system operate 24x7.
Timeline: Standard resolution for billing, login, or streaming issues is typically within 48 to 72 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, classification errors, or age rating violations, you must escalate under Tier 1 of the Information Technology Rules, 2021. Write directly to the SonyLIV Grievance Officer (currently Ms. Shaeesta Naqvi). You must email your formal grievance to GOC@setindia.com. Written legal notices must be sent via physical post to their corporate headquarters: Grievance Officer, Sony Pictures Networks India Pvt. Ltd. (now Culver Max Entertainment Private Limited), Interface Building No.7, 4th Floor, Off Malad Link Road, Malad West, Mumbai, Maharashtra – 400064.
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 SonyLIV’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. SonyLIV 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 at grievance@dpcgc.org.
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 premium 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 Culver Max Entertainment 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 SonyLIV refusing to refund a double-charged sports 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!