It doesn't seem to be a good time to be a telecom service provider these days. After the recent ban on 3G roaming, the Telecom Regulatory Authority of India (TRAI) has issued a diktat to all telcom operators to set up complaint redressal centres within the next 45 days. With the set of new regulations in place, consumers can hopefully register their complaints with fewer hassles.
According to the new rules, telcos will have to set up a complaint centre with a toll-free consumer care number. It will also become mandatory to set up a web-based complaint monitoring system to help customers track their complaint status with ease. Consumers will be issued a unique docket number for each registered complaint, which will remain active for at least three months. At the time of complaint registration, users will also be intimated of how long it will take for thier complaints to be resolved. Furthermore, each operator will have to publish a citizen's charter with information on the name and address of the operator, services offered, and terms and conditions.
TRAI will set up two-member advisory committee for each service area to make sure that its directives are being followed. Let's hope these steps will bring relief to aggrieved mobile subscribers.