How do you complain about your mobile or internet provider in Peru, and do you keep paying meanwhile?
You file the reclamo with the operator first (it must answer within 3, 15 or 20 business days depending on the subject); if it rules against you, you appeal to Osiptel's TRASU within 15 business days. While the claim is pending the operator cannot cut your service for non-payment or demand the disputed amount.
VerificationVerified against the official sourceSee the sources ↓
- 2sources cited
- 2read at the official source
- 2official institutions
Osiptel · El Peruano
Checked 1 Oct 2026Next review 12 Mar 2027
What we read and what we did notArticles 28, 30, 58 and 62 of the consolidated text were read in Osiptel's official PDF, and the date of Resolution 099-2022-CD/OSIPTEL (16 June 2022) on the norm's official record on gob.pe. Article 30 has exceptions the consolidated text sets out and which we do not reproduce one by one here.
The clock running against you
15 business days from the day after the operator decision is served on you.This is a procedural deadline: miss it and you lose that route and have to start another.
Resolución de Consejo Directivo N.º 099-2022-CD/OSIPTEL, artículo 62
What you can claim (art. 28)
The consolidated Complaints Regulation lists eleven claimable subjects:
| Subject | Example |
|---|---|
| Billing and charges | An amount on the bill you do not recognise |
| Quality and fitness | Intermittent or slow internet |
| Breach of contract | Conditions different from what was agreed |
| No service | Unjustified cuts or outages |
| Installation, activation or relocation | Not done on the date |
| Cancellation not carried out | You asked to cancel and they keep charging |
| Top-ups (recargas) | Credit not applied |
| Unrequested contracting | A service you never asked for |
| Plan migration | Problems with a plan change |
| Portability | Failed number transfer |
| Others | Refusal to contract, missing bills |
How long the operator has to answer (art. 58)
Deadlines run from the day after you file:
- 3 business days: quality and fitness, no service, unrequested cancellation or suspension, portability, undelivered bills or itemised billing.
- 15 business days: billing and charges where the disputed amount is up to 0.5% of the UIT, top-ups, installation, activation or relocation.
- 20 business days: everything else.
The right almost nobody uses (art. 30)
Filing a claim “deja en suspenso la ejecución de los actos reclamados”. Two practical consequences:
- If you dispute a bill, the operator may not demand the undisputed part before the bill’s due date.
- While the procedure is open, it may not suspend service for non-payment or demand the disputed amount.
The article has exceptions — the PDF lists them — that we do not reproduce here rather than cite from memory. The general rule stands: while you dispute it, they cannot cut you off over it.
Appeal to TRASU (art. 62)
If the operator rejects your claim in whole or in part, you can appeal. The window “no debe exceder de quince (15) días hábiles contados desde el día siguiente de la notificación” of the first-instance decision. You file the appeal with the operator itself, which must forward it to Osiptel’s Tribunal Administrativo de Solución de Reclamos de Usuarios (TRASU).
Reclamo, apelación, queja — three different things
- Reclamo: against the operator, on one of the eleven subjects. First instance.
- Apelación: against the operator’s decision. Second instance, decided by TRASU.
- Queja: when the operator refuses to register the claim, does not answer, or breaks the procedure. Goes to Osiptel.
Foreigners
The Regulation says “usuario” without distinguishing nationality. Anyone with a line in their name — under a DNI, carné de extranjería or passport, whichever the operator accepted at signup — can claim and appeal.
What if OSIPTEL fines the company and it doesn’t pay?
If your complaint results in a sanction against the operator, that isn’t the end of the story — OSIPTEL can also freeze the company’s accounts if it doesn’t pay. We cover that in what happens if a company doesn’t pay an OSIPTEL fine?.
Switching carriers?
Number portability has a maximum legal deadline and a limited list of valid rejection grounds. Read number portability: deadlines and what can go wrong before you start the process.
How long it takes
You
You file the reclamo with your operator and get the claim code
The operator's deadline runs from here
The operator
The operator decides the claim
Up to 3, 15 or 20 business days, depending on the issue
Source: Resolución de Consejo Directivo N.º 099-2022-CD/OSIPTEL, Articles 28, 30, 58 and 62
You
If it rules against you, you appeal through the same operator
Up to 15 business days from the day after notification
Source: Resolución de Consejo Directivo N.º 099-2022-CD/OSIPTEL, Articles 28, 30, 58 and 62
Osiptel (TRASU)
Osiptel's TRASU decides the appeal
No legal deadline cited on this page
These periods are counted differently, so we don't add them up.
The bars are to scale with each other; the longest is 20 business days.
How to file
- File the reclamo with your operatorBy phone, website, app or in person. Insist on a claim code: it starts the clock and activates the article 30 protection. Note the date.
- Pay only the undisputed partIf you dispute part of a bill, the rest is paid when due. The disputed part is not, until there is a final decision.
- If the answer does not satisfy you, appealYou have 15 business days from the day after notification. The appeal is filed with the same operator, which forwards it to Osiptel's TRASU.
- If the operator ignores or refuses your claim, file a quejaSilence or refusal to register the claim goes to Osiptel as a queja. Osiptel's interactive guide tells you which one applies.
- If the problem is with Osiptel itselfThe public body's own complaints book is on the State platform.
Want it drafted for you? Escrito listo — S/ 29 · available soon →
What most people believe — and what the law says
If I don't pay the bill I'm disputing, they cut my line.
Article 30 forbids it: while the claim is pending, the operator may not suspend service for non-payment or demand the disputed amount. You pay only the undisputed part, and only when it falls due.
You have to go to Osiptel to complain.
The reclamo goes to the operator first; it is the first instance. Osiptel (TRASU) comes in at second instance, on appeal.
The company has 30 days to answer.
Article 58 sets 3, 15 or 20 business days depending on the subject. Quality, no service, unrequested cancellation, number portability and undelivered bills: 3 business days.
You can only complain about billing.
Article 28 lists eleven subjects: billing, quality, breach of contract, no service, installation, cancellation not carried out, top-ups, unrequested contracting, plan migration, portability and others (refusal to contract, missing bills).
If I missed the appeal deadline I can just file the same claim again.
The appeal window is 15 business days from the day after notification (art. 62). After that the operator's decision is final.
Frequently asked questions
What should I insist on when I file a complaint with my operator?
A complaint code. It starts the response deadline running and activates the protection in Article 30 of the TUO, which suspends enforcement of the disputed items while the process is pending.
Do I have to pay the part of my bill I'm not disputing?
Yes. Article 30 only protects the disputed amount: the company can't demand it until there's a resolution, but the undisputed part of the bill is still due on its normal payment date.
What's the difference between a complaint, an appeal, and a queja with Osiptel?
A complaint is filed against the company over one of the eleven matters listed in Article 28, and it's the first instance. An appeal challenges the company's decision and is resolved by TRASU as the second instance (Article 62). A queja applies when the company refuses to accept the complaint, doesn't respond, or fails to follow the procedure, and it goes directly to Osiptel.
Do I need to be Peruvian or have a DNI to file a complaint with my operator?
No. The Regulation refers to 'user' without distinguishing nationality. Anyone with a line in their name can file a complaint and appeal, identified with a DNI, foreigner's card (carné de extranjería), or passport, whichever document the company accepted when you signed up.
The exact law
Resolución de Consejo Directivo N.º 099-2022-CD/OSIPTELArticles 28, 30, 58 and 62read
Consolidated text (TUO) of the Regulation on User Requests and Complaints for Public Telecommunications Services
«Luego de presentado un reclamo y mientras el procedimiento no hubiere concluido, la empresa operadora no puede suspender la prestación del servicio por falta de pago o exigir el pago del monto reclamado»
Resolución de Consejo Directivo N.º 00278-2023-CD/OSIPTELWhole resolutionread
Amends the consolidated Claims Regulation approved by Resolution 099-2022-CD/OSIPTEL
Also searched as: internet cut off while I was disputing the bill Peru · how to complain about Claro Movistar Entel Bitel · how long does the operator have to answer a complaint · charged for a service I never signed up for Peru · TRASU appeal deadline · slow internet complaint Peru · do I have to pay the bill while I dispute it
Related
The libro de reclamaciones: who must have one and what it costs not to
Which businesses must have one, and what a missing complaints book costs them.
ConsumerReclamo, queja or denuncia: which one do you file in Peru?
You are about to write in the book and cannot tell which of the three words applies.
ConsumerHow do you dispute an electricity or water bill in Peru, and can they cut you off while you do?
Disputing a power or water bill — who you file with, and whether they can cut you off.
ConsumerWhat happens if a company doesn't pay an OSIPTEL fine?
Did you know a lawsuit alone no longer freezes collection of a telecom fine?
ConsumerNumber Portability in Peru: Deadlines and What Can Go Wrong
Did you know a debt of just a few soles on your last bill can legally block your number portability?
What this page already lets you do
- Name the rule that protects you
- Copy the exact article and send it
- Follow the steps, in order