The Telecom Regulatory Authority of India (TRAI) reportedly plans to unveil new guidelines pertaining to consumer complaints redressal by end-November to help customers resolve their grievances against telecom companies.
In July 2011, the regulator had framed draft regulations on consumer protection and a redressal framework to protect the interest of telecom users.
TRAI had suggested providing bills to prepaid users under the Telecom Consumer Protection Regulation and had asked all service providers to establish compliant centres within 60 days of implementation of the proposed regulation.
It had said that these centres should provide services to consumers in regional languages.
Apart from a complaint centre number, operators should provide a separate number for providing general information to consumers, the regulator had added.
The regulator had also suggested that every operator should have a separate toll-free number which should be accessible from other network operators and they should not charge for accessing the complaint centre via any means.
