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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)

Gurudutta Mishra 8 years 9 months ago

Perhaps TRAI has no system to monitor the speed and volume in GB being offered by broadband providers.
I had 2 CDMA dongles at Kolkata from TATA PHOTON,one was paid by me and 1 was paid by my employer totalling to about Rs 2200 per month approx.
In BHILAI(CG) I had to dongles 1 CDMA and 1GSM for which I had to pay approximately Rs 6000/ month.
I agree there could be a difference of usage of +- 10℅ or even 20℅ ... but 3 times billing CANNOT Digest.... is TRAI sleeping.
My phone no: 9200258915

ajay kumar jain_10 8 years 9 months ago

If the Govt sincerely wish to improve bsnl first have to change the attitude of staff. They thought themselves to be the god& even donot want to listen to the just problem of customers. In my case I have complained to pgbsnl but nobody dare to reply.

ajay kumar jain_10 8 years 9 months ago

The working of bsnl is very horrible. I have to surrender my landline 01352725856 before the officers of bsnl. They gladly accepted the reason not satisfied.

Rajata Mehra 8 years 9 months ago

Honorable Prime Minister Sir,
Key to accomplish your mission of #DigitalIndia lies in taking Telecom service nodal points to the doorsteps of The Consumers i.e. Industrial Areas - where all the #MSMEs are clustered together.
You are ernestly requetsed to refer to annexure D in appended file. If you find merit in argument, kindly advise Honorable Minister - telecom to favorably consider proposal for facilitating #EaseOfDoingBusiness for existing #MSMEs & those under #StartUpIndia,#StandUpIndia

mygov_147171222123187901.pdf

MURLIDHAR MISHRA 8 years 9 months ago

Following steps are needed:
1. Develop Block/Area wise monitoring system for network strength.
2. Technological upgradation.
3. establish performance based incentive system for employees.
4. Give voluntary retirement to non-performing employees.
5. Fix responsibility of telecom employees.

Anurodh Kumar 8 years 9 months ago

My Suggestion
There must be strong grievance filing centralized system in case I want to file a complaint against the service provider. I am writing it after being perturbed by my internet service provider. Filing a complaint on customer service is a daily routine.

Gurudutta Mishra 8 years 9 months ago

BSNL is under grip of some great Mafia which TRAI cannot see. A colony quite in center of BHILAI (CG) called Jawahar Nagar is not serviced by BSNL telling the cables are damaged(please talk to the lineman then submit the application). Hence I am not even allowed to apply for the broadband, practically.

Srikanth Garlapati 8 years 9 months ago

Both the telecom company grievances system as well as the appellate authority for escalations are ignoring customers. Government must treat such failure with huge fines. Rupees in lakhs. I am surprised to see these companies encouraging their staff to cheat customers.Such attitude will make them criminals for rest of their life.Customer consent like in 1925 for data service is also modified by TELCOs.BSNL also is not trying to set an example.They will stop net fully if 1925 used.

Comments (1)

Inderpal Kanwal 8 years 9 months ago

Whatever system we are implementing for any govt or service sector, it is painful to know that there is no implementation of the feedback system even though it very well exists. The big question is who will ensure implementation of feedback system on ground ?

Inderpal Kanwal 8 years 9 months ago

Whatever system we are implementing in serviced