The existing system of Complaint Redressal – the 3 tier system has not been able to address the complaints to the entire satisfaction of consumers and the issue has been repeatedly raised with TRAI. This new regulation is expected to be an improvement.
The brief details are-
1. Applicable to all Service Providers (SPs like TSPs, ISPs, UASs, BTS etc. except to an ISP whose turnover in any preceding financial year does not exceed Rs 5 cr or whose total number of subscribers in any preceding financial year does not exceed ten thousand numbers.
2. Every SP should have a sufficiently manned with sufficient lines Customer Care Centre (CCC) accessible at least between 8 and 24 hrs and meet QOS guidelines issued by TRAI from time to time.
3. Every SP has to provide a Toll Free Customer Care (CC) no. accessible from its own network as well networks of other SPs either thr’ the common no. or a different no.
4. The IVRS if installed in the CCC should be configured as prescribed.
5. Every SP has to set up a General Information number in each service area if providing general information is not part of the CCC.
6. CC and General Information numbers should be well publicized at least every 6 months and configured in the SIMs as well.
7. Every SP shall establish a ‘Web Based Complaint Monitoring System’ to enable the consumers to monitor the status of their complaints and the same should be well publicized from time to time.
8. Every complaint received should be allocated a docket no. (Telecom consumers Protection and Redressal of Grievances Regulations, 2007) which should be communicated to the aggrieved consumer.
9. All complaints should be acted upon within the time limit (max. 3 days) as per QOS guidelines and the result communicated to the consumer thr’ SMS.
10. Every SP shall establish an Appellate Authority (AA) in each of its licensed service areas to dispose of the appeals filed as well as its Secretariat.
11. If a consumer is not satisfied with the solution by the CC / his complaint remains unaddressed / no intimation is received within the period specified, such consumer may file an appeal to the AA free of charge within 30 days through email/ fax/post/courier or in person.
12. An appeal beyond 30 days but within 90 days may also be accepted by the AA if satisfied by the reason/genuineness of the delay.
13. Every SP shall establish a two member Advisory Committee (AC) to examine and render advice on the appeals filed before the AA consisting of one member from the service provider and the other from the CAG registered with TRAI.
14. The Secretariat should assign it a unique Appeal No. to every appeal communicating to the consumer within 3 days, forward the same to the SP to be replied within 7 days and place the reply with the AC along with the appeal within 2 days.
15. The AC shall render its advice on appeals placed before it within 15 days.
16. The Secretariat shall, within two days of receipt of the advice of AC, place before the AA the appeal, the reply received from the SP and the advice of the AC, for its consideration.
17. The AA shall, within ten days of the appeal being placed before it, conduct such inquiry as it may consider necessary and dispose of the appeal by passing a reasoned order in writing stating therein the points for determination and the decision thereon taking into account the opinion of the AA and shall record the reasons for the same in the order passed by it in case the decision is against the advice of AA.
18. The decision of the AA should be conveyed to the complainant and the SP.
19. Every SP should be sent on 15th of every month details of no. of appeals received, disposed, pending and other relevant information to TRAI and also put it on its website.
20. TRAI may also refer consumer complaints of generic nature or involving suspected malpractice for resolution and detailed report to SPs directly.
21. Every SP has to formulate its Citizen Charter, publicise it and provide a copy to every subscriber.
22. All complaint related record should be available for periodic audit as per direction of TRAI and should be preserved for at least 3 years.
1. E-mail for communication
2. Web based complaints
3. What after Appellate Authority
What about complaints thru’ CAGs/ NCH etc
TELECOM CONSUMERS PROTECTION REGULATIONS, 2012 No. 308-5/2011- QOS Dated JANUARY 6, 2012
We have been representing to TRAI repeatedly about the problems faced by 96% of Telecom consumers of not having any documentation about the connection they take from TSPs, no receipt of moneys paid for the services. These regulations address these issues.
1. To be implemented within 45 days i.e. latest by 19th Feb, 2012
2. Start Up Kit at the time of purchase of connection containinga. SIM
b. Number allotted
c. Customer care info
d. Abridged Citizen’s charter
e. Type of connection–Pre or Post paid
3. 3 types of vouchers are being introduced to simplify tariff details namely
a. Plan Voucher (Red Color Band at the back)- It is only a transactional Voucher for enrolling
a consumer in a tariff plan without any monetary value involved. If in paper form details of Tariff plan are to be printed (Easy Readability) at the back.
b. Top UP Voucher (Green Color Band at the back) – It will give Rupee value without restriction on validity or usage and information about the Maximum Retail Price (MRP), processing fee, applicable tax and net value available to the consumer if in printed form. Administrative or processing charges if any should be within the ceiling prescribed by TRAI.
c. Special Tariff Voucher (Yellow Color Band at the back) – It is offered on a standalone basis and does not provide any additional monetary value indicating applicability for which plan, tariff, validity all conditions printed.
4. Plan Voucher & Top UP Voucher have to be marketed by the same name whereas Special Tariff Voucher can be marketed by any name.
5. After every activation of a voucher, confirmation including all details of value, validity, talk time, charges etc. to be sent by SMS to the subscriber.
6. After every usage (voice, data or SMS) details of usage and balance remaining has to be communicated to the consumer through SMS.
7. On consumer’s request providers have to provide statement of all call charges, data usage , SMS and other VAS related detailed list of charges debited etc. for a fee not exceeding Rs. 50 per statement. The details asked cannot be beyond previous 6 months.
8. Each TSP has to provide a Toll Free short code for SMS so that consumers can seek information about their account.
9. An announcement of rates being charged for Premium Rate Service or VAS should be made every time such call or service is initiated.
1. Process details for Electronic form.
2. Whether only data connection included or not?
3. Whether email enquiry will be entertained or not?