TRAI issues new customer service guidelines

TRAIMobile phone subscribers can expect better and faster resolution to their problems from service providers as the telecom regulator Trai has introduced improved regulations regarding addressing consumer complaints on Thursday.

The regulator has said that all telcos must compulsorily set up a ‘complaint centre’ with a toll free ‘consumer care number’ which can be accessed from any service provider’s network. Operators have also been mandated to set up a webbased complaint monitoring system through which consumers can track their complaints.

Currently, most operators don’t allow access to their customer care or complaint centres from the networks of other operators. Importantly, the Trai directive will also enable customers to call the complaint centre of their respective operators for free. At present, most telcos charge for calls made to their customer care numbers.

The telecom regulator has instructed service provider to do away with the nodal officer-the middle layer between the call center and appellate authority–making the complaint redressal system of only two layers.

According to the regulator, consumers will get a unique docket number while registering their complaints that will be in the system (of telcos) for at least three months. Consumers will get the docket number along with date and time of registration and time limit for solving the complaint.

This and action taken on the complaint will be shared with consumers through a text message, the regulator added.

It has also mandated service providers to create a two-member advisory committee in each service area comprising a member from Trai-registered consumer organization and the other from the mobile operator. The committee will advise on all appeals placed before it to the appellate authority.

Further, mobile operators will publish a citizen’s charter that will contain different time frames specified by the authority for various complaints and various procedures related to services like mobile number portability, amount to be deducted and consumer’s rights, the regulator said.

Trai had announced these new regulations for consumer complaints redressal after holding five open-house meetings across the country. These new rules will replace the earlier norms that were introduced five years ago.

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5 Responses

  1. Kanak Patel says:

    Dear Sir/Madam:

    (1) Where can I read rules & regulations regarding portability. I had post-paid number and recently, i changed to pre-paid number with the same service provider. I was told that I can change service provider only after 3-months since the date of change of post-paid to pre-paid plan.

    (2) My service provider is supposed to be charging me based on second, but it is charging based on minutes and that too the length of charged minute is much less than actual minute. Where and how can I verify this kinds of false charging.

    regards
    Kanak

  2. Mithilesh Rathi says:

    Mobile Number Portability from BSNL to T24 not happening even after 10 days of obtaining UPC and submitting documents to T24.

    Both BSNL and T24 not giving proper Reply.

    Now where to complain ????

  3. Subrat says:

    Does the previous plan gets changed when there is the number portability activated and the number goes to the different service provider.

  1. January 8, 2012

    […] Trai issues new customer service guidelines | Mobile Number … Mobile phone subscribers can expect better and faster resolution to their problems from service providers as the telecom regulator Trai has introduced improved regulations regarding addressing consumer complaints on Thursday. The regulator has said … It has also mandated service providers to create a two-member advisory committee in each service area comprising a member from Trai-registered consumer organization and the other from the mobile operator See the original post: Trai issues new customer service guidelines | Mobile Number … […]

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