The Hindu Business Line : Telcos must address consumer complaints within 7 days: TRAI

Made mandatory
Operators given 30 days time to appoint nodal officers.
Mandated to publish `Manual of Practice for handling consumer complaints'.
Information to be included in telephone bills issued to the consumers to be implemented with effect from August 1.

New Delhi May 5 The Telecom Regulatory Authority of India has made it mandatory for all operators to set up round-the-clock call centres to resolve consumer complaints. Operators have been given 60 days time to set up the call centres.

TRAI has also directed the service providers to appoint nodal officers for each Circle within one month and an appellate authority within 3 months.

TRAI has said all complaints should be resolved within seven days of receiving the complaint. The move comes even as cellular operators are voluntarily setting up an ombudsman to deal with consumer-related issues.

The Department of Telecom had directed the operators to set up a system to address consumer complaints.

The telecom regulator, however, pointed out that the complaints being received show that the implementation of the mechanism had not made an impact on the grievances of consumers. Consumer groups had strongly advocated for regulatory intervention by the TRAI.

Internet Service Providers with an annual turnover of less than Rs 5 crore has been exempted from implementing the regulation.

Manual of Practice

Service providers are also mandated to publish "Manual of Practice for handling consumer complaints" which basically provides for consumer rights, obligation and resolution of grievances.

TRAI also released a direction, regarding information to be included in the telephone bills issued to the consumers by the service providers, to be implemented with effect from August 1. A recent survey on quality of service sponsored by the TRAI revealed that about 80 per cent subscribers have difficulty in understanding their telephone bills.

Therefore, TRAI has directed the service providers, that the information such as applicable tariff plan, credit limit, security deposit, methodology for calculations of various pulse rates and charges, procedures regarding payments of bills shall be printed in easily readable font size and be included in the telephone bills issued to consumers.

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