The Hindu Business Line : TRAI takes up consumer grievances

The Telecom Regulatory Authority of India has issued a consultation paper on the `Redressal of Consumer Grievances and Consumer Protection in Telecommunication'.

In a statement, TRAI said that there was an increase in consumer grievances following tremendous growth and competition in the telecom sector and the frequent introduction of new tariff plans and value-added services.

According to TRAI, one of the most common complaints is the lack of information relating to lodging of grievances and the time frame for their redressal.

The statement also says that although the Department of Telecommunications had mandated that service providers set up consumer grievances redressal mechanisms, both at a call centre level and as an appellate authority within the company, these requirements had not been suitably implemented. The system of Nodal Officer introduced through the Common Charter of Telecom Services has also been ineffective, TRAI said.

While the Telecom Dispute Settlement and Appellate Tribunal entertains issues from consumers groups, individual consumers dissatisfied by their service providers redressal can only take it up with consumer courts.

The consultation paper hopes to raise the level of consumer satisfaction by seeking comments from the stakeholders for evolving a well-defined institutional mechanism, including procedure and practices for handling consumer complaints and their speedy and effective resolution before drawing a final blue print, it said.

The salient features of the mechanism proposed in the paper focuses on resolution of consumers' grievances within the company and outlines a structural framework for redressal at the level of call centre, Nodal Officer and finally the Appellate Authority. It also outlines the processes and procedures and time limits for redressal of grievances at these levels.

The consultation paper has been placed on TRAI's Web site and stakeholders have been asked to send in their comments by January 23.

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