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Consultation on Complaints/Grievance Redressal in Telecom Sector

Consultation on Complaints/Grievance Redressal in Telecom Sector
Start Date :
Jul 28, 2016
Last Date :
Aug 27, 2016
00:00 AM IST (GMT +5.30 Hrs)
Submission Closed

The telecom sector in India has grown rapidly in the last decade and subscriptions have crossed 1 billion. These subscribers are filing large numbers of complaints with the Telecom ...

The telecom sector in India has grown rapidly in the last decade and subscriptions have crossed 1 billion. These subscribers are filing large numbers of complaints with the Telecom Service Providers [TSPs]. The complaints are on account of wrong billing, indifferent or poor quality of service, non-provision of contracted services, etc. Unsatisfactory resolution of the consumer complaints, by the TSPs, is resulting in complaints and grievances being forwarded to the Telecom Regulatory Authority of India (TRAI) and Department of Telecom (DoT) on a regular basis.

As per the existing Legal and Regulatory framework, the individual consumer grievance redressal is outside the purview of the TRAI. Licensing conditions for the TSPs stipulates that “All complaints of subscribers in this regard will be addressed/ handled as per the orders or regulations or directions issued by the Licensor or TRAI from time to time.” Accordingly TRAI has from time to time issued Regulations specifying the broad frame work of the complaint redressal mechanism that all TSPs should establish and maintain within their organizations.

The role and impact of telecommunication services has metamorphosed from being a communication tool to a critical instrument for the social and economic development of the country. It is imperative that consumer complaints and public grievances in the telecom space are resolved in a timely, efficient and cost-effective manner through a system that is easily available all across the country. Without such a system, benefits of the telecom revolution, which encompasses provision of a variety of services, such as banking, money transfer, govt. Services, to the public will miss the intended target. It is therefore appropriate to revisit the issue of redressal of individual consumer complaints and grievances in the telecom space. This paper is issued with this objective.

This Paper presents an overview of the existing consumer grievance mechanisms and its efficacy, the mechanisms in place in other countries and within India in other sectors of similar size and its impact, the problem areas etc. It seeks views, opinions and comments from stakeholders on possible options to improve the existing grievance redressal mechanism, alternatives including establishing an office of Telecom Ombudsman etc.

Consultation Paper on Complaints/Grievance Redressal in Telecom Sector

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Showing 382 Submission(s)
raghuraj saroj
raghuraj saroj 8 years 6 months ago

Sir i am staying in anushakti nagar, mumbai. which is govt.colony, because of above reason there are no mobile tower inside our colony. therefore we are facing lots of signal problem,
like vodafone, docomo etc. so it should be resolve as soon as possible.thanks

prithvi raj sikka
prithvi raj sikka 8 years 6 months ago

after striking down the penalty on cll drop there are more call drop. Net speed is very low it must be minimum 20kbps.Govt. added Raksha TPA for cashless insurance claim settle,meant. They are fraud. Harassing lot of people who are already insured.Govt. must not tie up such TPA.
Prithvi Raj Sikka
sikkapr@gmail.com
9811054562

kayarathouse@gmail.com
RAJAN K 8 years 6 months ago

I am staying in Nani Naroli village,. Mangrol Taluka of Surat District. Here frequently BSNL land lines are out of order. BSNL needs to give more attention to solve the problems of rural exchanges. it is essential to find out ways to avoid frequent breakdowns due to damages caused to the cable. their should be immediate response to attend the problems then only the people have faith in a system.

Ruby Mathews
Ruby Mathews 8 years 6 months ago

first employees should have under puching system,empolees unions abolished or control them by a body,unnessessery stike tobe avoided. if someone leave should be give charge to senior or Jnr, complaint must be resolve within 4 hours max,unnessessery valu added service must be stop,advertisement and disturbed calls should be stop.offered speed always should be maintain

S sharma_1
S sharma 8 years 6 months ago

BSNL network is very weak than the Private service provider. BSNL officers are not bother for the people mobile network because the higher officers including politicians are usually giving the benefit to the private providers i.e.Airtel, Reliance etc.The frequency of the other mobile towers are high whereas the BSNL towers frequency are low.When the public comlaint for this no officer came to the site for checking.There should be check on heigher officers and govt.should provide full materials.

Arun Banerjee_1
Arun Banerjee 8 years 6 months ago

Passbooks are not being printed at Amta Sub-Post office in the District of Howrah in West Bengal (PIN-711401) for more than a year. Deposit/withdrawal entries are being made in the Passbook manually, leaving scope for fraud. Appeal to the Postmaster has not yielded any result. Please look into and oblige.

Vedhagiri Damodaran
Vedhagiri Damodaran 8 years 6 months ago

Almost every telecom provider finds a loop hole to make money & with data they play all the bad rules. They say unlimited 4G data plan with 3GB cap,after that the speed will be 250kbps.In this case the provider should charge for 3GB provided under 4G, most of the time the network will be either 2G or 3G & u would have consumed the bandwidth.So ideally u have used 2G for the price of 4G.Since data utilisation cannot be easily tracked or monitored u will never know how much data u have consumed.

Rajiv Ghule
Rajiv Ghule 8 years 6 months ago

We are manjri farm 412307 pune Sholapur road
Our telephones cables are missing since highway laning please restore them we love bsnl

Prakash G. Heralgi
Prakash G. Heralgi 8 years 6 months ago

I am staying at Chakradhar Nagar area, Nalasopara (W)-401203, Dist: Palghar i.e. very close to Mumbai. There is not telephone line of BSNL since last 6-7 years. After inquiry at Vasai Office of BSNL the officers also agree about the grievances but nobody take firm action for laying telephone line. The other things like Bharatnet etc. is very big talk when there is no telephone line in this area. Can anybody look into this matter seriously?

nisheethmaheshwari
Nisheeth Maheshwari 8 years 6 months ago

With increase in mobile penetration throughout nation we are seeing more mobile towers being erected in residential areas , near schools , hospitals and public places thus increasing hazards to health due to excessive radiation . The permitted radiation and location norms for towers should be strictly followed and no objection certificate from local authorities and Chartered Engineer [ Electronics / Communication ] should be made compulsory each and every year so that check can be made on same .