Section 7 in The Telecom Consumers Protection and Redressal of Grievances Regulations, 2007
7. Redressal of Consumer Grievances by Nodal Officers. - In case a consumer is not satisfied with the redressal of his grievance by the Call Centre, such consumer may approach, by a letter in writing, or through telephone, or web based online filing of complaints or through short message service or through other electronic means and any other means, the Nodal Officer of the service provider for redressal of his grievance:
Provided that a consumer may, in emergent situation, approach at the first instance a Nodal Officer instead of a Call Centre and the Nodal Officer shall redress the grievance.
