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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

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Showing 382 Submission(s)

Rashmi Bala Gupta 9 years 8 months ago

When we pay our income tax timely and sincerely, why Income tax authorities are not that prompt in sending refunds which are even 2-3 yrs. old as well as in lakhs?

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venu gopal 9 years 8 months ago

Telecom authority should rate all the telecom services both Public and Private based on their performance with set of criteria which are same for all the companies and that should publish with some frequent interval. Which will impact the service provider so that they start improving their loop in systems. Some set of criteria 1.the Quality of network 2.Issue resolving speed 3.Customer feedback about the service 4.Price competitiveness As like Moody will do finance sector

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Satendra PrakashK kaushik 9 years 8 months ago

My views are related to working of MTNL. With all the resources available at their disposal, why MTNL can not compete with private sector operators. In my opinion, there is no accountability for poor or bad performance, particularly relating to field staff. In private sector, you are sacked for non performance. In case of MTNL, the Tax Payer has bear the burden.

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Dr Pavitra Roshan Choudhary 9 years 8 months ago

1. There should be clear cut address,contact no. and e-mail id of service provider other than toll free no. 2. There should be reason of payment deduction from pre-paid services without activation of any service. 3. First complain on registered mail id and if within 15 days problem will not short out forward to Ombudsman. 4. Complain period may be within one month of event. With Regards, Dr Pavitra R Choudhary

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Ranjit John 9 years 8 months ago

TRAI to release the numbers of complaints registered Vs resolved for all telecom operators location wise (% of complaints on total subscriptions would be right way of quantifying the data). This itself will create a competitiveness among operators to resolve the complaints as early as possible. I suggest a National Portal to register complaints of various operators, through which complaints reach to respective operators and can effectively monitor its performance.

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Soumya Bose 9 years 8 months ago

In a interconnected world it is easy check any discrepancies according to complain. A legal cover is needed to setup & operate the program. Authority need to hire experts to keep tab on TSPs. Regular audit of technical infrastructure of TSPs should a basic criteria. That should be followed by TRAI on regular basis.

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Soumya Bose 9 years 8 months ago

A customer care unit under surveillance and jurisdiction of TRAI or any other future Telecom Authority for Consumer Care(TACC) must monitor these consumers irrespective of TSPs. Complains of call drop, deductions, date speed must be predefined technically by authority so no divergence on the characteristics of complain should arise when complaining. The authority must have dedicated Toll Free no.,social network channels and email ids to address those complains.

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Soumya Bose 9 years 8 months ago

These TSPs acting like cartels in case of service with no one bothered about it. Its impossible for some one to live without a mobile or data connection so they cartelizing these basic needs. It is better to at first visualize a monitoring of all active SIM at first irrespective of TSPs.With basis of Adhaar Card based registration on a particular authority platform to keep tab of consumer.

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Soumya Bose 9 years 8 months ago

In case of consumer goods product or service complain can be made at consumer forum. But trivial but perennial and inevitable complains of call drop,improper balance deduction, data speed are not having a material or visible evidence to show in a court of law. The evidences are in the domain of Telecom Service Providers(TSP) . In every days busy life its impossible to note down details of these complain as its happening in domain of TSPs.

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laxminarayana kazipeta 9 years 8 months ago

Arsha Gurukulam BMV, (V) Patarajampeta, (M) Kamareddy, (dist). Nizamabad. T. S. Application Submitted for consideration to give connection to Social organization to prepare (Divya ) Noble citizens in school,teaching Vedic culture, we are ready to pay monthly Rs.1000/ initial deposit to wire connection . Further we requested to give all concessions MonthlyRs 3000/ minimum asked . we agreed remaining all conditions ok.Govt. may consider per reasonable request. K.Laxminarayana yoga guru.

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