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Department of Telecom

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Consultation on Complaints/Grievance Redressal in Telecom Sector

Start Date :

Jul 28, 2016

Last Date :

Aug 27, 2016

00:00 AM IST (GMT +5.30 Hrs)

Submission Closed

The telecom sector in India has grown rapidly in the last decade and subscriptions have crossed 1 billion. These subscribers are filing large numbers of complaints with the Telecom ...

The telecom sector in India has grown rapidly in the last decade and subscriptions have crossed 1 billion. These subscribers are filing large numbers of complaints with the Telecom Service Providers [TSPs]. The complaints are on account of wrong billing, indifferent or poor quality of service, non-provision of contracted services, etc. Unsatisfactory resolution of the consumer complaints, by the TSPs, is resulting in complaints and grievances being forwarded to the Telecom Regulatory Authority of India (TRAI) and Department of Telecom (DoT) on a regular basis.

As per the existing Legal and Regulatory framework, the individual consumer grievance redressal is outside the purview of the TRAI. Licensing conditions for the TSPs stipulates that “All complaints of subscribers in this regard will be addressed/ handled as per the orders or regulations or directions issued by the Licensor or TRAI from time to time.” Accordingly TRAI has from time to time issued Regulations specifying the broad frame work of the complaint redressal mechanism that all TSPs should establish and maintain within their organizations.

The role and impact of telecommunication services has metamorphosed from being a communication tool to a critical instrument for the social and economic development of the country. It is imperative that consumer complaints and public grievances in the telecom space are resolved in a timely, efficient and cost-effective manner through a system that is easily available all across the country. Without such a system, benefits of the telecom revolution, which encompasses provision of a variety of services, such as banking, money transfer, govt. Services, to the public will miss the intended target. It is therefore appropriate to revisit the issue of redressal of individual consumer complaints and grievances in the telecom space. This paper is issued with this objective.

This Paper presents an overview of the existing consumer grievance mechanisms and its efficacy, the mechanisms in place in other countries and within India in other sectors of similar size and its impact, the problem areas etc. It seeks views, opinions and comments from stakeholders on possible options to improve the existing grievance redressal mechanism, alternatives including establishing an office of Telecom Ombudsman etc.

Consultation Paper on Complaints/Grievance Redressal in Telecom Sector

See Details

All Comments

Showing 382 Submission(s)

Sunil BK 8 years 10 months ago

I have given some suggestion to improve Complaints / Grievance Redressal in Telecom Sector. Hope it would be helpful.

mygov_14720347751341919.pdf

rajesh soni 8 years 10 months ago

Telecom tower radiation guidelines and local body initiative to install such tower at outskirt areas only.

RAJESH BHAGWAT 8 years 10 months ago

If government makes it compulsory for all MPs/MLAs alongwith Central/State/Semi Government officials to use only State owned Mobile Services alongwith Data MTNL/BSNL services will improve automatically because when they face problems in communication with higher authorities/ family members they will force MTNL/BSNL to improve their services by installing additional towers. Even in Mumbai when you travel in local trains except MTNL all other networks are easily available.

Rajeaswar Narasimhan 8 years 10 months ago

you need to give license to more companies to lay cables for land line so that we will get DSL capability and broadband to all. Cellphone has to be changed from channel based licensing to geography based licensing. Tower and spectrum design has to be changed see attachment.

mygov_1472021374127377.pdf

Manoj Kumar Rai 8 years 10 months ago

Considering the large number of complaints against the telecom operators and their poor response in resolving the same it would be appropriat that an regionwise Ombudsman on the pattern of Banking Sector/ I Tax Ombudsman needs to be established. There should be provision of imposing fines/penalties to the defaulter service provider also to make them accountable.

shriram karekar 8 years 10 months ago

ALL THE PRIVATE SERVICES ARE MONEY MAKING GOV SERVICES SHOULD BE IMPROVE WITH ITS CAPACITY AND VOLUME, AMPLE STAFF FROM PROPER EDUCATION FIELD SHOULD BE APPOINTED AND ABSORBED WITH ENTRY LEVEL TRAINING AND PRIVATION IN THE FIELD OF RUNNING THE SERVICES AND CALL CENTERS SHOULD BE SHOULD BE AVOIDED.

Govind Pawar 8 years 10 months ago

I am trying to convert my IDEA number into post paid but IDEA center (Bharati Vidyapeeth, Pune) is giving me reason from last two months that SIM cards not available.
I am un necessary forcing to pay Rs.150, which is totally unfair.

ajay shankar shukla 8 years 10 months ago

we had also complaint about network problem at various social media but no response and network improvement is received.

ajay shankar shukla 8 years 10 months ago

www.pgportal.gov.in Various Grievance's Registration Number 1-DOTEL/E/2014/44560,2- DOTEL/E/2014/43585,3-DPG/T/2014/82297,4-DOTEL/E/2015/05274,5-DOTEL/E/2015/09854 6-DOTEL/E/2014/41341,7-DOTEL/E/2014/40936,8-DOTEL/E/2015/31444 9-DOTEL/E/2015/46266 10-PMOPG/E/2015/0082093,11-DOTEL/E/2016/03860,12-DOTEL/E/2016/10643,13-PMOPG/E/2016/0038076,14-DOTEL/E/2016/10643,15-MOPG/E/2016/0113123,16-PRSEC/E/2016/05325 But Still we are still facing network issue.Please do the needful on urgent basis

ajay shankar shukla 8 years 10 months ago

Sir We are using two connectionof Reliance in EMI mode Advanced Rental Plan Scheme Rs. 2000(app.) PM for each number and one prepaid number 9015128282 but since 26.10.2014 we are facing network issue. we had complained it about near 100 times at various methods like phone call , to this portal , and reliance official by mail, etc. but still we are facing network related issue and no improvement is record yet.