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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

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All Comments

Showing 382 Submission(s)

Vishnukumar Ramchandra Patil 8 years 10 months ago

It is my suggesion that, "CRIMINAL NIGLIGENCE"must be stopped not only in BSNL Pune but in all secters and PSUs

DURAIMURUGAN_11 8 years 10 months ago

There should be a single point of complaint redressal system across all the service providers which must be regulated by TRAI. All the voice and data providers(pan india and regional&small providers) should be registered with TRAI and should comes under this system by default. Then only all the customer issues can be resolved on time with effective resolution.

Venkat Venkat 8 years 10 months ago

Govt claims of providing telephones are false. BSNL is unable to transfer my phone within same exchange at Puducherry Krishna Nagar . There is no officer who is responding to my requests.My grievence cell complaint is not resolved over last 1 months.

Vishnukumar Ramchandra Patil 8 years 10 months ago

dear sirVishnukumar Ramchandra Patil1 sec ago
Unnecessarily harassment of the FAITHFUL public servant must be stopped who fought against the Criminal negligence of higher authorities of BSNL Pune who made the public property or the investment serviceable and operational to get the profit to the company and DOT.

Vishnukumar Ramchandra Patil 8 years 10 months ago

dear sir
Vishnukumar Ramchandra Patil1 sec ago
As Hon`ble PM shri MODIJI pronounced that care must be taken of CRIMINAL NIGLIGENCE OF THE HIGHER AUTHORITIES of BSNL including BSNL Pune as it was not done so there Might have been incurring Rs 8,ooo crore loss in 2014.But,to day it has earned an operating profit of Rs 672 crore.As it is said Hon`ble Telecom Minister shri Ravishankar Prasad while addressing a “ Vikas Parv” function at JAMSHEDPUR.It is my suggesion that, "CRIMINAL NIGLIGENCE"must

Dhananjay Dabke 8 years 10 months ago

Govt claims of providing telephones are false. BSNL is unable to transfer my phone within same exchange at Pune on Law college road. There is no officer who is responding to my requests.My grievence cell complaint is not resolved over last 3 months.My no is 020-25436727

Yashwant Narayan Shende 8 years 10 months ago

In today the telecom companies giving the sevices to consumers in which mostly calls drops occures. they are deducting the balance by activating the unnecessarily services even when not request is sent by the consumer. But after calling to the customer care the balance restored. If This will happen with the consumer in village side , he or she suffers from the loss. so Govt should give the attention on the company mangement . It is necessary to manage the system properly by the company.

Vipin Singh 8 years 10 months ago

1. If someone's sim get lost then he/she has to go to police station for complaint(FIR), only then his/her sim is blocked or given new sim. without FIR a person cannot do anything. please change this rule and make it easy. Going to the police station is really a headache because the people(police officers) in the police stations are not good and no one really want to face them.
#MyGov

dr jagdish kumar sunkum 8 years 10 months ago

Issue of duplicate SIM for Indians while working abroad, when the SIM becomes dysfunctional, is impossible as the telecom company asks the customer to appear personally in the city where it was issued. When GPA given to thier close relative, which is valid for all issues, why can't the telecom company issue a duplicate sim. I had an AIRTEL sim while working in Andhrapradesh,I was asked to come to Khammam, while I am abroad.I lost Rs 1500/- and unable to use d Sim,number even after 2 yrs.

Rajesh Singh 8 years 10 months ago

Random checking of mobile bills needs to be taken up by TRAI. Especially on international roaming bill there is a complete lack of transparency. I can demonstrate the same, if required. Severe penalty provisions need to be in place if the telecom companies are found guilty.