Establish Office of Telecom Ombudsman to resolve the increasing number of consumer complaints: TRAI tells Govt

The Telecom Regulatory Authority of India (Trai) has recommended to the government that an Office of Telecom Ombudsman needs to be established on lines similar to the insurance sector to resolve the increasing number of consumer complaints in the telecom industry.


The regulator had earlier floated a consultation paper for the same in July last year. The telecom regulator on Friday said that there is a need for an independent and appropriately empowered structure to be created for resolution of grievances of telecom consumers. An office of Ombudsman needs to be established.

Trai said that a three stage grievance redressal mechanism for telecom sector is proposed that includes — resolution by TSPs, the decision by Consumer Grievance Redressal Forum (CGRF) — and determination by Telecom Ombudsman. It added that the ombudsman could be established under rules framed by the Centre, similar to the institution of the insurance ombudsman under the Redress of Public Grievances Rules, 1998 (RPG Rules).

“The government may, by notification, make rules for carrying out the purposes of this Act. Alternatively, the government can choose to create the ombudsman office through legislation to be passed by the Parliament,” it added.

“The Ombudsman will be required to act in accordance with the principles of natural justice…it will have the power to award compensation to the consumer, award costs and issue directions to the telecom service providers for the performance of specific obligations,” Trai’s recommendation said.

The decision of the Ombudsman will be final and binding on all parties. Also, to function as an active body, the Ombudsman should have the power to penalties on telecom service providers, as per the proposal

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9 Comments on "Establish Office of Telecom Ombudsman to resolve the increasing number of consumer complaints: TRAI tells Govt"


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Gautam Dave
March 13, 2017 6:22 am 6:22 AM

It is shameful for the nation that having second largest customers in the world but customers are left to operators Mercy for problem resolution.

March 12, 2017 2:12 pm 2:12 PM

Great. The most thief network is RCOM where they steal prepaid balance and Validity of packs.

March 11, 2017 8:56 pm 8:56 PM
i wish to submit here that i had a sim of airtel. prepaid, issued to me in october 2003 year. I was using it till Oct. 2015 As i was abroad for 2 years, i informed the customer care of airtel for the safe custody, and to the Nodal Officer of Airtel, Andhra Pradesh. (but no Nodal Officer, in Telengana now too, ) and requested for the safe custody of my number, till I return. When I returned to my country Head quarters, , and put the SIM installed in my handset to top up with prepaid charges, when i… Read more »
March 12, 2017 9:54 am 9:54 AM

Hi Sundar,

Why will they care for one person. They care for saving money and generating revenue.

And secondly as part of safe custody, the policy by Indian govt changed its 3 months, and every three months, we now need to pay as SIM becomes active. This was done to mitigate the very high number rolling out for 9-series, 8-series.