The Telecom Regulatory Authority of India (TRAI) has suggested amendments in existing complaints norms. The amendments are aimed at making it easier for the users to register complaints against poor service provided by telecom operators.
According to TRAI, service providers should establish systems which would allow customers to file complaints regarding poor network coverage or inflated bills through text messages, email and regular post or couriers. It further states that following the failure of customer care and nodal officers resolving the problem being faced by the user, the customer should be allowed to approach the Appellate Authority, the highest representative body for addressing customer grievances.
TRAI has proposed these changes after conducting customer outreach programs in 20 cities. The regulatory body has asked various stakeholders in the industry to submit their views on its draft proposal by August 14, 2013.
TRAI had made amendments in the complaints norms in January 2012 with a view too facilitate faster resolution of users? complaints.
