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Thomas K Thomas

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New Delhi Feb 25 Telecom operators have opposed the initiative of the Telecom Regulatory Authority of India (TRAI) to put in place a mechanism to address consumer complaints.

The TRAI had issued a consultation paper proposing the setting up of a regulatory mechanism, including an appellate tribunal, for quick redressal of consumer complaints.

The Cellular Operators Association of India (COAI) said that the industry is already undertaking various measures to address the grievances of consumers, including setting up an ombudsman.

The COAI, in co-ordination with other industry associations, is also drafting a common industry Manual of Practice that will address the concerns of the consumers.

"We believe that the efforts of the industry must be implemented in a self-regulatory manner and should not be mandated through the introduction of a regulation," it said.

The Association of Unified Telecom Service Providers of India (AUSPI) said that an institutional mechanism for redressal of consumer grievance already exists in the form of call centres, a Common Charter of Telecom Service and a nodal officer.

"The mechanism which has already been implemented by service providers has been quite adequate for speedy, effective and inexpensive redressal of customer complaints," it said.

In response to the TRAI paper, Reliance Communication said: "Various options are already available for consumers to seek redressal of grievances."

Consumer groups, on the other hand, have sought the intervention of the TRAI and have even suggested imposing financial penalties on operators that do not address consumer complaints within a stipulated time period.

"We have been pleading for mandating complaint redressal mechanism for the last eight years," said National Consumer Helpline, Core and VOICE.

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