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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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All Comments

Showing 382 Submission(s)

Mazhar N Rangoonwala 9 years 4 weeks ago

BSNL service is not up to date. Some time we dial right number but recorded Voice says please check the number you dialed Some time says Number does not exist Why So infact the line was busy when we call back the party. Please systemise the message that phone call answer.Secondly Why Telecom Employee and others have free services.BSNL is Government Organisation everyone should pay for the services

Nimesh Bhanushali 9 years 4 weeks ago

Hi,

My the means of this medium I would like to raise a major concern as a consumer, mostly all telecom companies are cheating the consumers in the name of 2G / 3G / 4G data speeds. There should be a strict regulation on this that defines speeds bands with respect to the band subscribed. In the name of 3G / 4G all telecom companies are charging a fortune of the rates but their speeds are pathetic and less tha 256 Kbs in certain cases & they claim of proving 3G / 4G speeds.All this must stop

SHARADENDU SHUKLA 9 years 4 weeks ago

अदरणीय मोदी जी ,टेलीकॉम सैक्टर को अधिक उत्तरदाई बनाने के लिए पब्लिक सैक्टर की बीएसएनएल और एमटीएनएल को अधिक प्रतिस्पर्धात्मक और कार्यकुशल बनाना पड़ेगा जैसा की बैंकिंग क्षेत्र मे देखा गया है|इसके लिए इन दोनों पीएसयू मे मूलभूत संरचनात्मक परिवर्तन करने पड़ेगा जैसे समकालीन मानव संसाधन नीति,ब्यापारिक रणनीति आदि|जब ये दोनों पीएसयू उत्कृष्ट ग्राहक सेवा देंगे तो अन्य सेवा देने वाली इकाईया भी अच्छी ग्राहक सेवा देने के लिए विवश होंगी जिसका लाभ नागरिकों को और अंत मे देश को मिलेगा और डिजिटल इंडिया सफल होगा|

dass_garg 9 years 4 weeks ago

Sir
Undue delay in Shifting of CTC Land Line Phone Following references are: -
(a) DOT Delhi letter No. S-22/2011-PHM dated10.02.2012.
(b) Representation to DOT dated 18 Jan 2016 by e mail secy- dot@nic.in
(c) My grievance Regn No. DOTEL/E/2016/09153 DPG/T/2016/80377 and PMOPG/E/2016/0270139
2 May I request to your good self-please direct the DOT either to accept or reject my request even though 7 months have passed.
Yours
Bhagwan Dass Garg, Mobile 9463069892

Uday Gaikwad 9 years 4 weeks ago

1) I have confirmed that Telcos charge special SMS charges on festival days only for Hindu festivals and not for other festivals like Ramjan Eid etc. Why this differentiation ? It should be resolved .

NAVIN KUMAR 9 years 4 weeks ago

Dear Government machinery,

What I find today, there is no effective or you can call "at all" Complaints/Grievance Redressal in Telecom Sector. If it is mentioned somewhere in TRAI website or, telecome sites but functionally all are rubbish.I would like to tell you that first whatever is there , make it effective and functional and then upgrade it. Whether it is DND,call drops,complaints received by telecome , interconnection between two different or, same telecom services, redressal mechnism

ARUN KUMAR_33 9 years 4 weeks ago

company least bothers about the consumers, they are busy in creating new customers , every body knows there is only 50% new customers are genuine others are 100% fake , new customers are created by putting pressures on sale.

rajan middha 9 years 4 weeks ago

Sir this is about how porn is spreading and insulting our BHARTIYA SANSKRUTI and WOMANHOOD whenever we search a song or anything on web these ads displays frequently (as shown 'sexy models at rs.15/day or kamsin jawani at rs.45/week), compnies say that these are from third parties. Then who is responsible TSP or TRAI. Can't u filter that. Think how shameful is this when we are sharing screen with our young daughter and those pictures appears.

04chakri 9 years 4 weeks ago

Hon'ble Prime Minitster Shri Modi ji,

I am to bring forward to your good self that, we have an option as DND but the Financial institution, real estate & orphan home, Share trading companies do trouble me regularly on my phone. Financial institution call to give a loan or a credit card, Real estate says buy a plot or villa, orphan homes ask for contribution and share trading companies call for trading. Why TRAI cannot freez such calls.

CHANDRU MANICKAVASAGAM 9 years 4 weeks ago

1. Better to maintain single tariff system within all service providers
2. No change in tariff without informing the customers
3. Data issues should be totally supervised by TRAI
4. Deadline for proof verification has only 72 hrs time. Time should be extended
5. DNC not working properly. More harassing advt calls and msgs
6. Ban the service providers from supplying mob nos. to promoters. Really hectic
7. Ban roaming charges for calls and data. India is one. Prove it from here.