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Telecom regulator TRAI today proposed allowing customers to file complaint with operators in person as well as through SMS, e-mail, post or courier in addition to the current practice of doing that on voice calls.
The changes have been proposed following Telecom Regulatory Authority’s direct communication with consumers across 20 cities wherein people appealed that the complaint and appeal handling mechanism should be made more accessible to the consumers.
“To address this issue, it is prescribed through this amendment that the Complaint Centre shall also be accessible to consumers through SMS, e—mail, post and in person,” TRAI said in the draft.
The regulator has proposed amendment to the rules on complaint redressal that was issued by it in January 2012 and has invited views of stakeholders on the draft change by August 14.
TRAI has also proposed that consumers be allowed to appeal before top panel, the Appellate Authority, through consumer/customer care number.
While analysing consumer grievances, TRAI noticed that no appeals were received by appellate authorities that look after grievances if it is not resolved by customer care executives and nodal officer.
The regulator assumed that consumers may not be aware of appellate authority which is appointed by service providers. “To bring the accessibility of Appellate Authority closer to the subscribers, the registration of appeals could be made through the Complaint Center,” the draft said.
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