TRAI to Telcos, Set Up Complaint Centre & Toll Free Helpline With In 45 Days

In order to improve customer services for telecom (Mobile, Basic Phone Phone and Internet) users in India, Telecom Regulatory Authority of India (TRAI) today said that all telecom operators will have to set up Complaint Centers, Toll Free Helpline/Care Line and Web-based monitoring systems for their subscribers within 45 days as per the new “Consumer Grievance Redressal Guidelines 2012“.

According to the telecom watchdog TRAI, the new rules to enhance the effectiveness of customer services will come into force with immediate effect. Every telecom service provider in India will have to ensure Redressal of the complaints and service requests in accordance with the time-frame as specified under the authority’s quality of service regulations.

Announcing the ‘Telecom Consumers Complaint Redressal Regulations, 2012, TRAI said, “These regulations will apply to all service providers, including PSUs and other private operators providing Basic telephone service, Unified access services (UAS), Cellular Mobile telephone service (CMTS) , Internet service,”

TRAI also said that “within 45 days from the date of commencement of these regulations, telecom companies will have to establish a complaint centre and establish a general information number for providing information to consumers. Each operator will have to publish a citizen’s charter containing the information including name and address of the operator, the services offered and terms and conditions.

REDRESSAL OF COMPLAINTS FROM TELECOM CONSUMERS :

Establishment of Complaint Centre :

* Every service provider shall, within forty five days from the date of commencement of these regulations, establish a Complaint Centre for redressal of complaints and for addressing service requests of its consumers.

Provided further that a service provider, who is providing different services in a licensed service area, may, at its option, set up one or more Complaint Centres, being common or separate, for such services being provided by it; Provided also that a Complaint Centre for a service area shall provide the service in the local language of that service area in addition to Hindi and English.

(2)Every service provider, who is granted a licence for any service mentioned under sub-regulation of regulation 1, after the commencement of these regulations, shall, before providing services, establish a Complaint Centre in its service area, for redressal of complaints and for addressing service requests of
its consumers.

(3) Every Complaint Centre shall be accessible to the consumers between 0800 hrs and 2400 hrs on all days of the week.

(4) Every service provider shall deploy sufficient number of employees at its Complaint Centres to meet the Quality of Service parameters, as may be specified by the Authority from time to time.

(5) Every service provider shall ensure that the Complaint Centre is accessible to its consumers through a “Consumer Care Number” having sufficient lines or connections.

(6)Every service provider shall ensure that the Complaint Center is also
accessible through the network of other service providers by earmarking a specific number.

(7) The “Consumer Care Number” shall be toll free.

(8) The Authority may, through directions, issued from time to time, specify a uniform short code for “Consumer Care Number”, which may be common for Basic telephone services, Cellular mobile telephone service and Internet service, or different for different services.

(9) Every service provider shall ensure that an Interactive Voice Response System or IVRS, if installed on a “Consumer Care Number”, is operated in the following manner:- (a) the first level of the IVRS provides for language selection; (b) the second level of the IVRS provides for options relating to the broad categories of complaints and service requests; (c) the third level of the IVRS provides for a sub-menu under complaints and service requests, separately; Provided that the sub-menu in the third level shall also contain an option enabling the consumer to speak to a consumer care agent

Setting up of Toll Free General Information Number:

(1) Every service provider shall, within forty-five days from the date of commencement of these regulations, establish a “General Information Number” for providing information to consumers;Provided that this is not mandatory where general information is also provided on the Consumer Care Number on a toll free basis.

Establishment of Complaint Monitoring System :

Every service provider shall, within forty-five days of coming into force of these regulations, establish a ‘Web Based Complaint Monitoring System’ to enable the consumers to monitor the status of their complaints.

Handling of complaints by Complaint Centre :

(1) Every Complaint Centre shall, immediately on receipt of a complaint from a consumer, register such complaint and allot a unique number to be called the docket number.

At the time of registering of the complaint, Complaint Centre shall –

(i) Communicate, through SMS, to the consumer the docket number, date and time of registration of the complaint and the time within which the complaint is likely to be resolved.

(ii) Update the system with the date and time of registration of the complaint, docket number assigned under sub-regulation(1), the telephone number of the consumer, and the time indicated to the consumer for resolution of the complaint.

On completion of action on a complaint.:

(i) Communicate to the consumer, through SMS, the details of the action taken on the complaint; and

(ii) Update the system with the details of action taken.

Time limit for redressal of complaints or addressing service requests of consumers :

(1) Every service provider shall ensure redressal of the complaints and service requests in accordance with the time frame as specified under the Quality of Service regulations issued by the Authority.

(2) Where a time limit has not been specified under the Quality of Service regulations issued by the Authority, the complaints and service requests shall be addressed within a time period not exceeding three days.

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192 Comments on "TRAI to Telcos, Set Up Complaint Centre & Toll Free Helpline With In 45 Days"

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maruti
maruti
June 29, 2016 10:44 pm 10:44 PM

Hello, I am maruti from Karnataka I have problem from Vodafone network I contacted vf customer care service but company response was not satisfied so how can solved my problem

Haidar
Haidar
June 3, 2016 8:39 pm 8:39 PM

hello.
my name is Haidar ali. many time i faced call cut problem .it means I’m call to Vodafone custmer care but call drop by executive side many time. I’m already discuss with floor supervisor but he will not take action against agent.
so plz tell me what should i do?

Shishir bansal
Shishir bansal
May 25, 2016 11:09 pm 11:09 PM
Dear Airtel Team, I have a prepaid connection (94313*****) with AIRTEL and i wished to bring you kind information that in recent time your service is very worst. I am facing a lots of problem and tried contacting you many times. i even visited you Airtel Store with a request to check why my calls are dropping so frequently and why the sound is getting mute in regular interval. They asked me to change the sim accordingly i have done so. But then also i am facing the same problem. I mailed you in 121@in.airtel.com and even wrote from your… Read more »
rajesh tiwari
rajesh tiwari
April 28, 2016 6:06 pm 6:06 PM

Sir relice NE dusre number ka bill zabaardasti mera num me add karke mera num bandh kaar diya baat kare to kha raahe hai ye bill paid karo to num suru kaare GE mera num hai 9310161121 add kiya hai 9310339855 ke num ka bill vo num port ho gaya hai bill date baata rahe hai 05/02/2014 ke AMT hai-358/-

Dinesh roy
Dinesh roy
April 25, 2016 1:54 pm 1:54 PM

MERA MARCH APRIL KA BIL RS 3133 BHEJA HAI COMPNY SE SHIKAYAT KARNE PAR JABBAB MILA TRAI ME COMPLAIN KARO HUM KUCH NAHI KAR SAKTE. JABAB MILA APNE KOI APP DOUNLOAD KIYA HAI JABKI AISA KUCH NAHI KIYA KIRPIYA HAMARI MADAD KARE

arjun vajpayee
arjun vajpayee
April 11, 2016 11:25 pm 11:25 PM

aircel m 156rs ka net 300mb per month 3 month tak dalya. 1 month bad net nahi diya. aaj to bina wajha 100rs bhi kat liye.

Tulesh chhabra
Tulesh chhabra
April 9, 2016 8:28 pm 8:28 PM

Frod aircel.com

Tulesh chhabra
Tulesh chhabra
April 11, 2016 10:44 am 10:44 AM

lost

Tulesh chhabra
Tulesh chhabra
April 9, 2016 8:42 am 8:42 AM

Aircel.com complete frod

Sagar Verma
Sagar Verma
March 31, 2016 10:52 am 10:52 AM

lava service centre don’t repaired my mobile charged rs.3500 dut my mobile under worenty so please help me…

majumdar
majumdar
February 26, 2016 6:53 pm 6:53 PM
Why the third party company MINACS ashram building salt lake, kolkata, they have given most of time (Orissa and kolkata state calls) Downtime Specially evening (4 to 7)time when(IDEA query) call is waiting , any balance deduction (or )any issue problem . Where customer face problem. they did not solve their problem . Also they did not get their balance which IDEA wrongly activated VAS services and balance deduction… Why the Idea company gives this type of company where he not able to handle all the query. If he not able to increase the man power.
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