TRAI to improve complaint redressal mechanism
The regulator says lack of awareness of the appellate authority and the procedure of appeal were among key concerns of the customers.
The Telecom Regulatory Authority of India (TRAI) has issued draft amendment regulations for ramping up the Telecom Consumers Complaint Redressal Regulations.
The highlights of the draft regulations include provision for a consumer care number of the complaint centre and accessibility of the complaint centre of the service provider in person as well as through voice call, SMS, e-mail and post.
As per the draft regulations, apart from communicating details of the action taken on the particular complaint, the procedure to appeal to the appellate authority has also be detailed to the consumer. After the matter gets disposed from the appellate authority, the details will be communicated to the consumer via SMS or email.
“TRAI had received a number of representations from consumer organisations regarding the need for further improving the existing complaint redressal mechanism. The key concerns of the customers were lack of awareness of the appellate authority and the procedure of appeal. Also, there was concerns about accessibility of the complaint centres,” said the body in a release.
The telecom regulator has of late taken various steps for the interest of customers. The TRAI recently released new guidelines for activation, de-activation of Value Added Services.
As per the new guidelines, it is now mandatory for service providers to implement a uniform procedure for taking explicit consent of the consumer for activation of value added service and for deactivation of value added service.