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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)
Abhijit Bhattacharyya_3
Abhijit Bhattacharyya_3 8 years 11 months ago

I wish to suggest following:
1. For companies like MTNL / BSNL, subscriber should be able to complain properly such that subscriber should only press complain closed. I have found that since April 2016 broadband service by MTNL (MUMBAI) for my phone (+91.22.25580930) gets disconnected after 3-4 mins and reconnected again. It continues. Every evening complain gets removed without solving it. If subscriber can close the complain then MTNL must be able to address properly.

Sanjeev Kumar_833
Sanjeev Kumar_833 8 years 11 months ago

Sir, if person make call from low signal range area & than complaints about call drop or break landline wire his own.What is the solution for the same

Balaram Sahu_3
Balaram Sahu_3 8 years 11 months ago

sir our exchange is at EDU(CHANDRASEKHARPUR ) of RAIGARH DIST OF CHHATISGARH . our land phone is not working since may2016. we have complained to GM AND CGM of telephone dept. of BSNL. no body is looking our problems.

ramashankarsonwani
ramashankarsonwani 8 years 11 months ago

we are csc e governess a part but bsnl connectivity is so much lose i want to change other net connecction its my trouble to bsnl services

ramashankarsonwani
ramashankarsonwani 8 years 11 months ago

we want to reform telecom sector growath and change to make better connectivity make in india digital india concept cantt progress as like honorable pm of india dreams

GAYA LAL
GAYA LAL 8 years 11 months ago

Sir,
Portability from one operator to other, Or change of place, or from postpaid to prepaid and vice versa, should be made on line without intervention of the operator. If really needed this should be entirely within the perview of TRAI.

ee.rajeev
ee.rajeev 8 years 11 months ago

Sir, BSNL mobile services in Bundelkhand (western UP) area is not improving, false call, call swap, call drop and busy network alerts are still same as it was in last decade. Please do look forward.

surender singh dagar
surender singh dagar 8 years 11 months ago

Dear Mr. Modi ji please look on Delhi MTNL a worst department ever seen for costumer never resolve complaint and they them-self delete the complaint from system whey this department getting loss where else one private telephone operator using MTNL Delhi telephone exchange and getting huge profit whey MTNL is in loss just check the data how may Delhi people using MTNL Land line or mobile. All unreasonable excuse comes out. Just think where digital India stand without MTNL

dakshrai03
dakshrai03 8 years 11 months ago

BSNL is showing very low interest towards the costumer,
they are least bothered to solve the grievances of costumer .

My self having very worst experience with BSNl see the attached copy of Answers sent By BSNL against my grievance ,Its totally wrong BSNL is not taken any single action on my grievance and they dispose the grievance with giving wrong statements ,

i suggest that to dispose the grievance the officials should take sign by costumer after resolving the issue satisfactorily.

mygov_1471858856351859.pdf
mygov_1471858877351859.pdf
Chetan Choudhary_1
Chetan Choudhary_1 8 years 11 months ago

Minimum data speeds for 2G/3G/4G/Broadband to be defined and penalties for not providing to be fixed. (Reverse charge to customers concept).

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