How do I file a complaint against my telco or internet provider with the NTC?
Last updated: 2026-07-11 · Educational content; not legal advice.
Short answer
First exhaust your provider's own customer service and get a reference number, because the NTC expects you to try to resolve it directly first. If that fails, file with the NTC — the regulator of telecommunications and internet service under Executive Order No. 546 — through its official complaint channels (the NTC telco-complaint page, email, or its regional offices), attaching your bill, your contract or plan details, evidence of the problem (screenshots, speed tests, outage dates), and a government ID. Basic consumer complaints are generally filed at no cost. The NTC can mediate, direct the provider to act, and pursue administrative sanctions. The part people skip is the part the NTC asks for: a reference number from the provider proving you tried them first. If you only ever called and were promised a callback, you have nothing to cite, and the complaint stalls before it starts. Send the provider a written complaint, keep the reference number and the date they gave it, and escalate only once that is on paper — LabanPH will write that letter for you, free and without an account, at labanph.org/complaints/build.
Do it now — step by step
- Send your provider a written complaint first and keep the reference number and the date they gave it — the NTC expects proof you tried them, and a promised callback is not proof.
- Gather your latest bill or plan details, that written complaint and its reference number, dated evidence of the problem (speed-test screenshots, outage dates, billing statements), and a valid government ID.
- File with the NTC through its telco-complaint page, by email, or at a regional office. No lawyer is needed, and a basic consumer complaint is generally filed at no cost.
Primary sources
Frequently asked
Do I need a lawyer to complain to the NTC?
No. NTC consumer complaints are administrative and you can file them yourself; a basic complaint is generally free, though formal adjudicatory cases can carry docket fees.
What should I attach to my NTC complaint?
Your latest bill or plan details, your written complaint to the provider and their reference number, dated evidence of the issue (speed-test screenshots, outage logs, billing statements), and a valid government-issued ID.
Which providers does the NTC cover?
All public telecommunications entities and internet service providers — including Globe, Smart, PLDT, Converge, and DITO — fall under NTC regulation per Executive Order No. 546.
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