TRAI to All Operators Set Up Complaint Centre & Toll Free Helpline With In 45 Days

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New Delhi: Telecom firms will have to set up complaint centres and web-based monitoring systems for their customers within 45 days as per the new consumer grievance redressal guidelines announced on Thursday by the Telecom Regulatory Authority of India (TRAI).
The new rules come into force with immediate effect. Every service provider will have to ensure redressal of the complaints and service requests in accordance with the time-frame as specified under the authority's quality of service regulations, TRAI said.
In case it is not specified, the complaint should be addressed within three days, it added.

"These regulations will apply to all service providers, including BSNL, MTNL and others providing basic telephone service, unified access services, cellular mobile telephone service, Internet service," TRAI said announcing 'Telecom Consumers Complaint Redressal Regulations, 2012.


Source:: http://ibnlive.in.com/news/set-up-complaint-centres-in-45-days-trai-to-telcos/218241-3.html
 
Telecom Regulatory Authority of India (TRAI) today said that all telecom operators will have to set up Complaint Centers, Toll Free Helpline/Care Line and Web-based monitoring systems for their subscribers within 45 days as per the new “Consumer Grievance Redressal Guidelines 2012“.

According to the telecom watchdog TRAI, the new rules to enhance the effectiveness of customer services will come into force with immediate effect. Every telecom service provider in India will have to ensure Redressal of the complaints and service requests in accordance with the time-frame as specified under the authority’s quality of service regulations.


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Hahaha.. They will play :hide1: Hide n Seek with TRAI. and Try to :Tomato: prevent from TRAI...
 
What about BSNL..poor guys can even manage CC properly? I am having a BSNL 3G sim as backup line, the maximum I have ever waited in CC queue is around 45min before call automatically disconnected.


Be prepared to hear : Your call is not important(rather impotent) to us..please do not hold ..our executive will never be available!
 

TRAI took 19 months to announce this new regulations, after floating initial consultation paper in May 2010.
And what did it come up with in that much time?

[*]Complaint center already established under old 2007 regulation will be valid. So nothing new, most operators have complaint mechanism in place.
[*]Customer Care should be TOLL FREE. This is New. Now you won't have to pay for calling Customer Care of Operators who are currently charging.
[*]Customer Care IVRS (Interactive Voice Response System) of every operator will be standardized now. First Level for Language Selection, Second level for options relating to the broad categories of complaints and service requests and Third Level for sub-menu under complaints and service requests, separately. Third Level will also have an option to speak to Customer Care directly.
[*]Complaint Redressal machinery changed. Now there will be no Nodal Officer. Consumer will have to lodge unresolved complaint directly to Appellate Authority of the operator. Every Operator will have a new Advisory Committee comprising of 1 representative from operator and 1 from a registered consumer organisation. App. Authority will have to send the proposed solution to Adv. Comm. who may accept it or suggest change. App. Authority can then either accept it or reject it citing reasons in writing. Time period for redressal is one month which is pretty useless for a customer fighting for some serious billing issues.
[*]Every operator will need to have a web based complaint lodging, monitoring, resolution mechanism.
[*]Citizen's charter to be published mandatorily by each operator. This will contain all info for consumer regarding services, his rights, operator obligation, QOS, complaint redressal mechamism etc.
[/list]Still there are no penalties etc mentioned in the new regulations. Also there is no mention what should a customer do if his complaint is still unresolved after Appellate authority level.
 
Also there is no mention what should a customer do if his complaint is still unresolved after Appellate authority level.

Just a funny note: Give them a Dua and it will result FIRE in their server rooms! PAISA-WASOOL!
 
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cool
 

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