Telecom Regulator TRAI to Simplify Complaint Mechanism for Mobile and Landline Consumers

By July 30th, 2013 AT 1:14 PM

In a bid to to protect the interests of the mobile and landline service consumers in India, Telecom regulator TRAI today starts consultation process to simplify the existing complaint redressal system.


TRAI proposed that all mobile, Landline and Broadband service providers should give option to lodge any complaint to appellate at their toll-free consumer care number.

Earlier India’s telecom watchdog Telecom Regulatory Authority of India (TRAI) had received a number of representations from consumer organisations regarding the need for further improving the existing complaint redressal mechanism. The key concerns of the customers were lack of awareness of the appellate authority and the procedure of appeal.

The Highlights of the draft regulations by TRAI are:

  1. Provision for lodging appeal to the appellate authority at the consumer care number of the complaint center.
  2. Apart from communicating the details of the action taken on the complaint to the consumer, the procedure for appealing to the appellate authority is also communicated to the consumer.
  3. Upon disposal of the appeal by the appellate authority, the details to be communicated to the appellant through SMS or e-mail or post.
  4. Accessibility of the complaint center of the service provider to its consumers in person as well as through voice call, SMS, E-mail and post.
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ShafeequeSaurabhdskushwahaSS HarwalkarRaghu Recent comment authors
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Toll Free is good idea. But before raising the complaint to Appellate Authority one needs a complaint number which is not given by Customer Core Executives because they don’t accept that there is a complaint. System should be there that for every call to customer care one should receive a complaint no. In this way Customer Core Executive will not become a judge as they have no right to decide if the complaint is true or false.


Videocon already has this. Everytime we call, they send a SMS having either a Service Request or Complain number depending on the nature of conversation.


They do create a service request or ticket for every single contact that you make with the call center. It is just that they won’t provide you the ticket / docket number unless it is open.

SS Harwalkar
SS Harwalkar

I remember that a year back TRAI had issued instructions to all service providers to publish in at least two local leading newspapers about details of their postpaid/prepaid Plans, Top Up vouchers and Special Tariff vouchers etc. for knowledge and benefit of customers. I have not seen any such publication in leading newspaper The Times of India, The Economic Times and DNA. There was no news about having taken any steps either by service providers or TRAI. Making Rule and it’s implementation are two different aspects which are to be looked into and taken care of by concerned authorities for… Read more »

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