How to File a Complaint Against an Internet Service Provider in the Philippines (NTC/DTI Guide)

This practical legal article explains the remedies available to subscribers and businesses against internet service providers (ISPs) in the Philippines, with step-by-step procedures before the National Telecommunications Commission (NTC) and the Department of Trade and Industry (DTI). It also maps related fora, provides templates, and answers common questions. Philippine context throughout.

1) Quick navigator — where should you file?

Start here: identify the nature of your grievance.

Service quality or continuity (slow/unstable internet, outages, intermittent latency, failure to install/activate, poor after-sales support, wrongful disconnection, refusal to restore, failure to honor service commitments/SLA): NTC (primary).
Billing issues (overbilling, undisclosed charges, non-delivery of paid service, non-prorated bills during outages, early termination fee disputes tied to service quality): NTC (primary) — with a DTI angle if tied to deceptive sales tactics.
Deceptive or unfair trade practice (misleading “up to” speed ads, hidden lock-ins or charges, bait-and-switch plans, non-honoring of promos/freebies): DTI (primary). NTC may still act on the service aspects.
Personal data/privacy (exposed billing info, SIM/line registered without consent, aggressive telemarketing using your data): National Privacy Commission (NPC).
Tie-ins, throttling, refusal to deal, price-fixing affecting markets/competition: Philippine Competition Commission (PCC).
Money claims for damages/refund beyond administrative remedies (especially if settlement fails): Small Claims Court (no lawyers required) or regular civil action for bigger/complex claims.

Parallel filing is allowed when each agency has a distinct mandate (e.g., NTC for service continuity + DTI for deceptive ads + NPC for data breach). Disclose parallel cases and avoid asking two bodies to decide the same question.

2) Legal bases (what rules protect you)

Consumer Act of the Philippines (R.A. 7394): prohibits deceptive, unfair, and unconscionable sales acts; provides remedies via DTI and courts.
Public Service Act (C.A. 146, as amended): classifies telecommunications as a regulated public service; NTC exercises quasi-judicial powers over telcos/ISPs.
Executive Orders & NTC rules: empower NTC to issue compliance orders, impose fines, and enforce service standards and billing rules for telecom/internet services.
Data Privacy Act (R.A. 10173): protects personal information; NPC handles complaints on data breaches and unlawful processing.
E-Commerce Act (R.A. 8792): consumer protection in online commerce/advertising channels used to sell internet service.
Small Claims Procedure (A.M. No. 08-8-7-SC, as amended): streamlined court process for money claims within the small-claims ceiling (no lawyers required).

You do not need to memorize the citations to file. Agencies accept layperson complaints as long as the facts and proof are clear.

3) Before you file: build a persuasive record (7–14 days)

Write a concise demand/notice to the ISP
- State the issue, what you want (repair/restore, bill adjustment/refund, plan downgrade without penalty, termination without ETF, etc.), and a deadline (e.g., 7 calendar days).
- Send through traceable channels (email + ticket/app + registered mail, if practical). Keep screenshots and reference numbers.
Collect evidence (attach to your demand and later to your complaint)
- Contract/Service Application (plan, lock-in, device installment, early termination fee terms).
- Bills & payments (showing disputed amounts).
- Outage & slow-speed log:
  - Note date/time, duration, and effect on work/school.
  - Run multiple wired speed tests on different days/times (peak/off-peak); capture results (screenshot with date/time).
  - For business lines, attach NMS/SLA reports, ping/latency graphs, or trouble ticket history.
- Correspondence & tickets (dates, commitments made, reference numbers).
- Photo/video (modem lights during outage, installation defects).
- ID & proof of authority if you’re an authorized representative (SPA or board resolution for businesses).
Mitigate loss
- Use backup connectivity if feasible and keep receipts — these can support reimbursement or bill adjustments.

Many disputes settle after a strong paper trail. If there’s no action by your deadline, proceed to NTC/DTI.

4) Filing with the NTC (service & billing disputes)

4.1 Who may file

The subscriber (residential or enterprise), or an authorized representative with SPA/company authority.

4.2 Where/how to file

NTC Central Office or any NTC Regional Office with jurisdiction over your service address.
Modes commonly accepted: in-person, by email/portal, or by post (keep copies/registry receipts).
Ask the guard/front desk for consumer assistance/complaints or the One-Stop Public Assistance/Consumer Welfare desk.

4.3 Form & content of the complaint

Title your pleading: “Verified Complaint”. Include:
1. Parties: Your full name/address; ISP’s corporate name/head office (if known).
2. Jurisdiction: ISP is a telecom/public service; NTC has authority over service/billing quality.
3. Material facts: Chronological narrative (installation/activation date, promised plan, outages/slow speeds, tickets, broken commitments, wrongful charges).
4. Causes of action: e.g., failure to render contracted service; violation of service standards; unlawful/undisclosed charges; abusive disconnection.
5. Reliefs sought: (a) immediate restoration/repair; (b) bill adjustment/refund (with computation); (c) plan downgrade or termination without ETF/penalties; (d) compliance order to meet minimum service metrics; (e) penalties as NTC may deem proper; (f) other equitable relief.
6. Verification & Certificate of Non-Forum Shopping (see template below).
7. Annexes: Contract, IDs, bills, logs, screenshots, correspondence, demand letter & proof of sending.

The NTC typically accepts straightforward narratives supported by annexes. Legal formality helps but isn’t required to start assistance/mediation.

4.4 After filing: what to expect

Docketing & reference number.
Mediation/conciliation conference (often set quickly). Bring originals/copies; the ISP usually sends a case officer.
Compliance orders/undertakings may be issued or recorded if settlement is reached (e.g., refund or restoration deadline).
If unsettled, NTC may proceed to formal hearing (position papers, evidence). You can appear pro se (without a lawyer).

4.5 Possible outcomes

Order to restore/repair/activate within a period;
Bill adjustments/refunds;
Authorization to terminate without penalties (if service failure is established);
Administrative fines/penalties against the ISP;
Dismissal (if unproven).

4.6 Appeals & enforcement

Reconsideration may be sought within the NTC (follow the order’s instructions and deadlines).
Appeal to the Court of Appeals under the Rules of Court (Rule 43) for quasi-judicial agency decisions.
For non-compliance, report back with proof; NTC can escalate penalties and monitoring.

5) Filing with the DTI (deceptive/unfair trade acts)

5.1 When DTI is the better lead

Misleading ads (“up to” claims that conceal material limitations), hidden fees/lock-in, non-honoring of promo inclusions, sales misrepresentation by agents/retailers, and warranty or device tie-ins (modems/ONTs).

5.2 How to file

File a consumer complaint with DTI Fair Trade Enforcement (NCR) or your DTI Provincial/Regional Office.
Provide: identity, ISP/retailer details, facts, the unfair/deceptive act, and your requested relief (refund, price adjustment, stop deceptive ad, honor promo, etc.).
Attach the ad/screenshot, sales quotation, service order, receipts, and your demand letter.

5.3 Process & remedies

Mediation/conciliation with a DTI mediator.
Adjudication if unresolved (DTI can issue compliance orders and impose administrative fines/sanctions under the Consumer Act).
Appeal paths exist within DTI and to the Court of Appeals (Rule 43).

6) Related fora (when to loop them in)

NPC (Privacy): data breach notices, SIM/line opened in your name, unlawful sharing of your account details; seek cease-and-desist and damages (administrative).
PCC (Competition): anti-competitive throttling, exclusivity clauses in buildings/subdivisions, predatory pricing; seek investigation and structural/behavioral remedies.
Courts (Small Claims/Regular): liquidated damages, refunds, or consequential loss (e.g., lost service days). Small Claims is fast and paper-driven; bring your NTC/DTI record as evidence.
Barangay conciliation: generally not required for administrative complaints to NTC/DTI; may apply to purely civil neighbor/installer disputes under the Katarungang Pambarangay Law.

7) Special situations & practical relief

Lock-in & Early Termination Fees (ETFs): If termination is due to service failure, argue for waiver of ETF and device balance (if the device is unusable without service). Attach your logs and NTC conference minutes/orders.
No service after installation: Request immediate activation or rescission with full refund, including installation fees.
Chronic slow speeds: Present a pattern (multiple dates/times, wired tests). Ask for plan downgrade without penalty or bill credits proportional to impairment.
Outage-driven billing: Seek prorated bill adjustments for verified outages and recon promise breaches.
Prepaid data loss or expiry contrary to representations: DTI for deceptive practice; NTC if due to network failure.
Business-grade DIA/leased lines: Use SLA breach clauses; NTC for service; courts for liquidated damages; PCC if exclusivity blocks alternatives.

8) Templates (you can copy-paste and adapt)

8.1 Demand Letter to ISP (pre-filing)

Date

[ISP Customer Relations / Legal Department]
[Address or email]

Subject: Demand for Restoration/Refund and Compliance – [Account No./Service Address]

I am a subscriber on Plan [___] under Account No. [___] at [service address]. Since [date], the service has been [describe: outages/slow speeds/wrongful billing]. Despite tickets [refs], the issue persists.

Under our contract and applicable regulations, please: (1) [restore/repair by ___], (2) [credit/refund ₱___ for billing periods ___], (3) [allow downgrade/termination without penalties], and (4) [confirm in writing] by [7 calendar days from receipt].

Absent satisfactory action, I will file a complaint with the NTC/DTI and pursue further remedies.

Sincerely,
[Name, signature, ID]

8.2 Verified Complaint (NTC) — Outline

NTC [Central/Regional Office]
[Address]

[Your Name], Complainant,
versus
[ISP Corporate Name], Respondent.

VERIFIED COMPLAINT

1. Parties and addresses. 
2. Jurisdiction and venue. 
3. Facts (chronological, with ticket numbers). 
4. Causes of action (service failure, improper billing, etc.). 
5. Reliefs (restore/repair; bill credit/refund; downgrade/termination without ETF; penalties; other just relief).
6. List of annexes.

[Signature over printed name]
[Contact details]

VERIFICATION
I, [Name], declare that I have read this complaint and that the allegations are true and correct based on my personal knowledge and authentic records.

CERTIFICATION AGAINST FORUM SHOPPING
I certify that I have not commenced any other action involving the same issues in any court, tribunal, or agency; if I learn of a similar action, I will inform the NTC within five (5) days.

[Signature]
[Government ID details]

8.3 Affidavit (supporting witness/complainant)

AFFIDAVIT

I, [Name], Filipino, of legal age, [status], residing at [address], depose:

1) I am the subscriber of Account No. [___] with [ISP].
2) From [dates], the service was [outage/slow/unstable] as logged in Annexes [__].
3) I repeatedly sought assistance under Tickets [__], with no durable resolution.
4) The billing for [months] includes charges for undelivered service amounting to ₱[__].
5) I suffered [describe impact].

IN WITNESS WHEREOF, I sign this [date] in [city].

[Signature]
[Name]
SUBSCRIBED AND SWORN before me this [date], affiant exhibiting [ID].

9) Filing checklist

Demand/notice to ISP with deadline and proof of sending
Contract/SOA/service order; plan details and lock-in
Bills/ORs & payment proofs
Outage/slow-speed log and screenshots
Tickets/correspondence (dates & commitments)
ID and proof of authority (SPA/company docs)
Completed complaint (with Verification & CNFS)
Annex tabs and pagination
Extra set for the ISP + your working copy

10) FAQs

Q: Do I need a lawyer? A: Not to start. NTC/DTI processes are designed for laypersons. A lawyer helps if the case escalates to formal hearing or court.

Q: Will filing affect my service? A: Retaliatory disconnection is improper. Report any such act immediately in the same case file.

Q: Can I stop paying while the case is pending? A: Keep paying undisputed amounts to avoid collection/disconnection. Clearly identify and contest disputed charges, and seek bill holds or provisional credits in mediation.

Q: How much can I claim? A: Administrative bodies focus on restoration, adjustments, and compliance. For additional damages (e.g., business losses), use Small Claims (within the monetary cap) or regular courts, attaching your NTC/DTI record.

Q: My building allows only one ISP—legal? A: Raise with NTC (service access) and consider PCC (possible anti-competitive exclusivity). Your condo/subdivision developer may also be within the scope if contracts restrict choice.

Q: I bought a prepaid device with “unli data” that throttles heavily. A: DTI for deceptive sales; NTC if the throttling reflects network policy disclosures versus actual delivery.

11) Strategy notes (what persuades decision-makers)

Precision beats volume. A clean timeline with annex markers is more convincing than dozens of unindexed screenshots.
Show reasonable conduct. You notified, waited, cooperated with troubleshooting, and documented.
Quantify relief. “Refund ₱1,240 for 8 outage days (₱155/day) + waiver of ETF ₱3,500 + device return.”
Think settlement. A workable restoration + credit often resolves matters faster than litigating fault.

12) Final reminders

Administrative complaints are evidence-driven.
Keep deadlines on your calendar (replies, conferences, appeals).
If your livelihood depends on connectivity, request interim measures (priority restoration, bill hold).
Escalate only what’s necessary: NTC for service/billing, DTI for deceptive acts, NPC for data privacy, PCC for competition issues, and courts for money damages.

You can use the templates above today.

If you’d like, paste your draft facts here and I’ll transform them into a polished NTC/DTI complaint set (with annex labels and a simple damages computation).