Your telecom complaints will be monitored online

NEW DELHI, INDIA: A long awaited initiative for troubled telecom customer is going to start in next 20 days' time.

Telecom Regulatory Authority of India (TRAI) has decided to start web monitoring of grievances of telecom consumers.

“There are some lacunae in consumer grievance redressal mechanism for which we have floated a pre-consultation paper. We have noted that there are complaints which are not addressed by telecom companies and hence we are starting web monitoring of consumer complaints. It will start in next 15 to 20 days,” said Dr JS Sarma, chairman, TRAI in an interaction with CIOL on the sidelines of the open house discussion on a consultation paper issued for “Efficient Utilization of Numbering Resources”.

Sarma did not elaborate on working of this web monitoring system. He only added that this web monitoring system is not depended upon the pre-consultation on issues relating to Telecom Consumers Protection and Redressal of Consumer Grievances floated by TRAI recently.

At present, a telecom consumer has to register complaints for any problem he faces with customer care of his service provider. In case his complaints are not addressed then he can approach the nodal officer of the company and further with appellate authority, which is appointed from within the company.

In case the appellate authority fails to address grievance of consumer, then TRAI has the authority to decide on the matter and at any time the consumer is free to appeal with consumer court under Consumer Protection Act 1986 or any other law in force from time to time.