No network? Callers may soon claim refund

NEW DELHI, INDIA: The Telecom Regulatory Authority of India is mulling a transparent system that could allow compensation to mobile subscribers for issues such as call drop and poor quality of service. The telecom regulator is currently in the initial stage of discussions and may soon formulate a consultation paper.

J S Sharma, TRAI chairman, has said that they are currently looking at the feasibility of asking the telecom service providers to compensate subscribers if they won’t measure up to the quality of services.

The regulator has taken various steps to ensure Quality of Service (QaS) and effective redressal mechanism. Earlier, it said, "a service provider makes a payment to the customer as compensation for any loss, damage or inconvenience suffered by the customer arising directly from the facts disclosed by the complaint to a maximum of $5,000."

TRAI has also proposed a compensation for hours of data services not rendered. "If a subscriber is unable to reach an agreement with the service operator, then the subscriber could consider legal advice or pursue compensation through the local claims court," recommended the regulator.

With its telecom consumers complaint redressal regulations, the authority has already issued a mandate to service operators for setting up of Internet-based complaint monitoring system. This new system replaces the three-tier complaint redressal system with call center and the appellate authority.

Bitten by stiff competition, Loop Mobile had come up with a similar initiative last year in Mumbai. The program allows subscribers to claim compensation for every call dropped on its network by sending an SMS to the company.

Do you think every service provider must tow Loop Mobile's line and compensate the mobile phone users?