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Consultation on Complaints/Grievance Redressal in Telecom Sector

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

Showing 382 Submission(s)
sandeep_4114
sandeep 8 years 9 months ago

BSNL already has best infrastructure in all towns.What is needed is the disciplined approach
towards solving customer complaints.Many mobile customers face network problems .People using internet and residing out of town cannot get proper network.If proper attention is paid from higher govt officials to lower level BSNL will be on number 1 position in future.

RAJESH_6539
RAJESH 8 years 9 months ago

The broadband services by BSNL needs to be improved or should provide services as per plan
But they are making fool to common people by showing helpless and reluctant behaviour towards the people who lodged the complaint
This type of universal approach by BSNL all Authorities is happening in Nanded Maharashtra BSNL Telecom offices
West people are expecting Government should take strict action against them because this government is working for common people

sanjivagarwal7@gmail.com
sanjiv agarwal 8 years 9 months ago

At Present, Reality of telecom industry :-
I have Airtel postpaid connection since 2002. It was working wonderful at everywhere.
Their services started detoirating from mid of 2014.
I had to get another Vodafone connection to do work but sometimes works good and bad.
I have to change also Data Connection due to frequently poor services.
I am also facing call drop either at home or moving within Delhi.
WHY ? EARNING MORE via FRAUDS.

RAJESH_6539
RAJESH 8 years 9 months ago

I am doctor working in Nanded Maharashtra
As I have taken 4mbps plan of Rupees 1450 per month but not providing even 1mbps speed by BSNL
I tried so many complaint with Personal talk to authority
Still paying 1700 to 1800 month since 4 months
November planning to disconnect the BSNL Broadband service as no response from BSNL Authorities
This government is working hard and honestly for people of India but government Authorities should also
give positive attitude towards people.

Sumit Sharma_131
Sumit Sharma_131 8 years 9 months ago

Don't we need to infuse proffessionalism in sarkari vibhags?Real time solutions of problems are needed.Mr.Ravishankar Prasad please look beyond tier-1 cities then you will get to know the kind of harassment that is lashed upon the consumers of bsnl .No network issues,internet disappears faster than even a jet plane before taking off.Sir,please give us real solutions rather than just organising programmes for my gov portal.I am sorry for being too critical but we need our country to progress.

smalik54
Sandeep Malik 8 years 9 months ago

At the outset I would like to state that there is no grievance system in the telecom industry. The so called system is all on paper and babu culture driven. We need to have a much stronger system so as to ensure that huge telecom companies do not take the poor consumer for granted.
The telecom ombudsman is a great idea and additionally a strong consumer court to double up may prove beneficial.
The complaint system should be minus the bureaucratic ways and a simple online /offline mechanism.

Manan Mathur
Manan Mathur 8 years 9 months ago

Firstly there is a bad condition of BSNL specifically in Rajasthan. You have to take major steps to cure the BSNL and second most problem is Call Dropping . One of the common problem across India and mainly on every telecom provider. So please take respective steps

Ashish Tiwari_91
Ashish Tiwari 8 years 9 months ago

1. Install a government provided Surveillance on all mobile towers to randomly reconcile the connectivity by Customer's complaint (via SMS) to a dedicated number. Accordingly, Subscriber or Customer can be fined.
2. Government premises can be use for tower installation (increase revenue)
3. Pulse calculation and bills should be monitored
4. Call drops or low connectivity should be made punishable.
5. No roaming charges across India
6. BSNL should be promoted as World Class.

ajay kumar jain_10
ajay kumar jain_10 8 years 9 months ago

While the Govt is making its all out efforts to improve the services of bsnl but the internal atmosphere of bsnl is not improving. You may found staff busy in gupshup and officers are busy in meetings. Who will listen to customers. I personally had to face very embarrassing situation. SDO even donot lift his head to listen my complaint that my phone is not working for last 15 days

kushalsinghjaswal@gmail.com
kushal singh jaswal 8 years 9 months ago

If somebody ask me the biggest mistake of my life ?
Obviously that will be choosing BSNL as a service provider.Whole area is facing difficulties from last two months. Always no signal.Complaint through customer care nothing will happen . Complain online they people will give clarification that they are helpless .I am from Garhshankar Punjab . Felling ashamed about being a part of Modi governments digital India dream .This government is working hard for building platform for JIO reliance India.

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