Department of Telecom

TELCOS MUST ADDRESS CONSUMER COMPLAINTS WITHIN 7 DAYS: TRAI
New Delhi, May 6, 2007
The Hindu Business Line The Economic TimesThe Telecom Regulatory Authority of India has made it mandatory for all operators to set up round-the-clock call centres to resolve consumer complaints. Operators have been given 60 days time to set up the call centres.
TRAI has also directed the service providers to appoint nodal officers for each Circle within one month and an appellate authority within 3 months.
TRAI has said all complaints should be resolved within seven days of receiving the complaint. The move comes even as cellular operators are voluntarily setting up an ombudsman to deal with consumer-related issues.
The Department of Telecom had directed the operators to set up a system to address consumer complaints.
The telecom regulator, however, pointed out that the complaints being received show that the implementation of the mechanism had not made an impact on the grievances of consumers. Consumer groups had strongly advocated for regulatory intervention by the TRAI.
Internet Service Providers with an annual turnover of less than Rs 5 crore has been exempted from implementing the regulation.