Providing relief to subscribers, the Department of Telecommunications (DoT) has stated that disputes between users and operators can be addressed by consumer courts.
According to DoT, consumer courts have jurisdiction over disputes and they are competent to deal with the disputes between telecom consumers and operators. At present, consumers have to follow a complex process to resolve disputes with the operators. To lodge their complaints, subscribers have to go through various processes put in place by their operators. The users have to first register complaints with call centre and subsequently they have the option of approaching the nodal officer and finally the Appellate Authority. Even though DoT has mandated that complaints should be handled as per the guidelines issued by the Telecom Regulatory Authority of India (TRAI), the process remains largely inclined towards the operator.
DoT has noted that consumers are often given reference of a Supreme Court judgement passed in 2009 which barred users seeking remedy under Consumer Protection Act and instead provided a special remedy to subscribers under the Indian Telegraph Act.
