TRAI directs telcos to overhaul customer care mechanism

By Kul Bhushan | Published on 06 Jan 2012
TRAI directs telcos to overhaul customer care mechanism
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In what may please millions of mobile phone users in India, the TRAI has directed all the telecom operators to set up complaint centres along with a toll free numbers, which can be accessed by subscriber of another mobile operator as well. The regulatory body has come out with a host of norms, ensuring subscribers can register and solve their complaints without any problem. According to TRAI's Telecom Consumers Complaint Regulations, 2012, the complaint centres should be exclusively dedicated for the customer grievance redressal.

The regulator body has also directed the telcos to set up a two-member advisory commission per service area. Also, the companies will be required to set up an online complaint monitoring system, through which subscribers can track the status of their complaints.

According to the latest TRAI norms, complainants should be given a unique docket number for their complaints. The unique docket would be listed in the companies' data base for at least three months. Moreover, the subscribers would also be given a timeframe for resolution of the complaint. The complainant would be kept updated about the action taken on the complaint through SMS.

The TRAI has also directed replacement of the conventional three-tier complaint redressal mechanism with a two-tier system. The existing three-tier mechanism is comprised of call centre, nodal centre and appellate authority. The new two-tier mechanism does away with the nodal centre.

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Kul Bhushan

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