To improve the existing complaint redressal mechanism, the telecom regulatory authority has set out new regulations that make complaint redressal by telecom service providers more effective.
The major concerns of the customers were regarding the lack of awareness of the appellate authority and the procedure for appeal. Accessibility of complaint centers was also another big concern.
Some highlights of the draft regulation were
Provision for lodging appeal to the appellate authority at the consumer care number of the complaint center.
Apart from communicating the details of the action taken on the complaint to the consumer, the procedure for appealing to the appellate authority is also communicated to the consumer.
Upon disposal of the appeal by the appellate authority, the details are to be communicated to the appellant through SMS, e-mail or post.
Accessibility of the complaint center of the service provider to its consumers in person as well as through voice call, SMS, e-mail and post.
A couple of days ago the telecom regulator had issued new number porting regulations for corporate numbers, allowing corporate numbers to port out of a network with ease. Until now telecom operators have been only entertaining individual MNP and rejecting requests corporate numbers.
Similarly the Authority had also issued new guidelines to the telecom service providers, on the procedures for activation and deactivation of Value Added Services (VAS), as it wanted operators to setup a uniform procedure across carriers to seek explicit consent from users to activate and deactivate a value added service.
Last month the Indian railways had also launched an sms based complaints system to address consumer concerns regarding hygiene on trains.