English language

Home | MyGov

Accessibility

Accessibility Tools

Color Adjustment

Text Size

Navigation Adjustment

Screen Reader iconScreen Reader

Department of Telecom

Sort By :

Newest First▾

Newest First
Oldest First

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

See Details

All Comments

Showing 382 Submission(s)

Jayanthy J 8 years 9 months ago

Any Internet Service Provider is not giving the promised mobile internet data.If promised data is 1 GB, we get 500-600MB only, if promised data is 2GB, we get 1.1 GB...several times verified this day-light robbery on BSNL,aircel,vodafone. TRAI should develop a web tool & host it on Mygov website to accurately measure uploaded/downloaded data on our ISP.This can be done only if TRAI makes an unbiased web tool & make all these ISP's agree to make this possible.Ppl will also visit Mygov daily.

Bindumadhav Hunnur 8 years 9 months ago

Still awaiting clarity on implementation of DOP&PW DATED 4TH AUGUST ORDER in respect of pensioners of permanently absorbed employees, such as BS NL. Still suffering vagaries of administrative impediments. !!!

Bharat Singh_5 8 years 9 months ago

Second point, I say in Delhi where all telecom operators who have license(Airtel,MTNL,etc) are failed to provide Landline connection and broadband connection. While They recommend offer 4G Internet service @ higher Pricing. Regarding this I had complaint to Telecom Dept many times DOTEL/E/2015/46895 30 Dec 2015
DOTEL/E/2016/07256 3 Mar 2016
DOTEL/E/2016/14570-- 4-May-2016
DOTEL/E/2016/23931 07 Jul 2016
DOTEL/E/2016/26596 23 Jul 2016
DOTEL/E/2016/31450 21-Aug-2016

mygov_14717482085631641.pdf

Joseph John 8 years 9 months ago

Why not govt uses open source for its desktop, why still using Windows and MS office and draining out valuable financial resources out of the country. Feel sad and disappointed to see govt office still uses MS office when alternatives are in open source #MyGov, #TelecomSector, #TRAI,

Pushkal Goel 8 years 9 months ago

Despite growth of Telecom sector services are in pathetic state. Call drops happen everywhere. Even in state like Delhi. I am facing problem with Airtel for last 18 months but no solution. It should be mandatory for operators to invest in infrastructure which they are not doing. They just want to spend money on bidding spectrum. TRAI should make it precondition for future biddings to operators improve or perish. Strict control at unified independent control centre is must for all operator.

Dharmesh Mehta 8 years 9 months ago

Call drop : Solution - Make mandatory per second billing within India

Sushil Kumar Bhardwaj 8 years 9 months ago

There must be escalation matrix that a customer must know as he keeps on calling the lowest level & no resolution is provided.
Apart from this a autonomous body should be formed that would analyse & keep record of all the complaints that are being registered by a customer with his operator. It should maintain parameteres such as resolution time, quality of service provided, also should have a desk where a cust can reach after he has not been provided solution by his operator #GrievanceRedressal

Bhaskaran 8 years 9 months ago

I am subscriber of ACT Broadband service. Last two years I have been subscribing their one year plan.

This year when I paid the subscription on 1st August 2016 for one year. They have deducted money for 13 months instead of 12 months. My repeated complaints through emails and mobile phone has fallen into their deaf ears.

I have to take the additional frustration of filing a complaint with Consumer Redressal Forum. Which could be time consuming wastage of productive hours and cost.

KIRTI PRATAP SINGH 8 years 9 months ago

Rural Connecttivity.
major issues in assured rural connectivity due to power outages and lack of fool proof alternate power mechanism. my village suffers connectivity (including BSNL) outages when power goes off. the generator contract exists but not the generator.
kindly look into it.
regards
- KP Singh

Siddharthave Shekhar Singh 8 years 9 months ago

Ordered a new connection from BSNL at Bhimtal (Nainital, Uttarakhand). Number given but no line or connection provided since I did not give thousands of Rupees worth of wire. BSNL Kept sending invoices. Complained everywhere several times including online but no action. At times got automaTed response that issue resolved! IT complaint system is rigged! Have given up...still no phone and WiFi connection from BSNL...matter unresolved. Got private connection. Waiting.