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

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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

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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