The Telecom Regulatory Authority of India (TRAI) has introduced regulations pertaining to addressing consumer complaints.
TRAI has said that all operators must compulsorily establish a complaint centre with a toll free consumer care number, which can be accessed from any service provider’s network.
Operators have also been mandated to set up a web-based complaint monitoring system through which consumers can track their complaints.
Currently, most operators do not permit access to their customer care or complaint centres from the networks of other operators.
In fact, TRAI?s directive will also enable customers to call the complaint centre of their respective operators for free. At present, most operators charge for calls made to their customer care numbers.
TRAI has instructed service providers to eliminate the position of the nodal officer, thereby making the complaint redressal system simpler.
According to the regulator, consumers will get a unique docket number while registering their complaints that will be in the operators? system for at least three months.
Consumers will get the docket number along with the date and time of registration and the time limit for solving the complaint.
This and action taken on the complaint will be shared with consumers through a text message, the regulator added. It has also mandated service providers to create a two-member advisory committee in each service area comprising a member from TRAI, a registered consumer organisation and the other from the concerned mobile operator.
The committee is to advise on all appeals placed before it to the appellate authority.
Further, mobile operators will publish a citizen’s charter that will contain different time frames specified by the authority for various complaints and various procedures related to services like mobile number portability, amount to be deducted and consumer’s rights, the regulator said.
