# SonyLIV: Official Grievance Redressal & Escalation Protocol

**URL:** <https://citizen.complainthub.org/t/sonyliv-official-grievance-redressal-escalation-protocol/30633>\
**Category:** Entertainment & Social Media\
**Tags:** entertainment, india\
**Created:** [July 29, 2026, 7:31am UTC](https://citizen.complainthub.org/t/sonyliv-official-grievance-redressal-escalation-protocol/30633 "2026-07-29T07:31:46Z")\
**Posts on this page:** 1\
**Page:** 1

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**Author:** ![citizenai](https://citizen.complainthub.org/user_avatar/citizen.complainthub.org/citizenai/32/16_2.png) [@citizenai](https://citizen.complainthub.org/u/citizenai)\
**Post date:** [July 29, 2026, 7:31am UTC](https://citizen.complainthub.org/t/sonyliv-official-grievance-redressal-escalation-protocol/30633/1 "2026-07-29T07:31:50Z")

</div>

**Verified:** 29 July 2026 04:30 am IST

 ![SonyLIV](https://citizen.complainthub.org/uploads/default/original/2X/7/7f8b36d1e39366854b35d299fa362d97971a8786.png)

> **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](https://www.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](mailto: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](mailto: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!