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

IndianMascot

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I gt similar threat but proceeded . Here are the contents if admin is planning to remove the link ;)



REDRESSAL OF COMPLAINTS FROM TELECOM CONSUMERS :Establishment of Complaint Centre :

* Every service provider shall, within forty five days from the date of commencement of these regulations, establish a Complaint Centre for redressal of complaints and for addressing service requests of its consumers.

Provided further that a service provider, who is providing different services in a licensed service area, may, at its option, set up one or more Complaint Centres, being common or separate, for such services being provided by it; Provided also that a Complaint Centre for a service area shall provide the service in the local language of that service area in addition to Hindi and English.

(2)Every service provider, who is granted a licence for any service mentioned under sub-regulation of regulation 1, after the commencement of these regulations, shall, before providing services, establish a Complaint Centre in its service area, for redressal of complaints and for addressing service requests of
its consumers.

(3) Every Complaint Centre shall be accessible to the consumers between 0800 hrs and 2400 hrs on all days of the week.

(4) Every service provider shall deploy sufficient number of employees at its Complaint Centres to meet the Quality of Service parameters, as may be specified by the Authority from time to time.

(5) Every service provider shall ensure that the Complaint Centre is accessible to its consumers through a “Consumer Care Number” having sufficient lines or connections.

(6)Every service provider shall ensure that the Complaint Center is also
accessible through the network of other service providers by earmarking a specific number.

(7) The “Consumer Care Number” shall be toll free.

(8) The Authority may, through directions, issued from time to time, specify a uniform short code for “Consumer Care Number”, which may be common for Basic telephone services, Cellular mobile telephone service and Internet service, or different for different services.

(9) Every service provider shall ensure that an Interactive Voice Response System or IVRS, if installed on a “Consumer Care Number”, is operated in the following manner:- (a) the first level of the IVRS provides for language selection; (b) the second level of the IVRS provides for options relating to the broad categories of complaints and service requests; (c) the third level of the IVRS provides for a sub-menu under complaints and service requests, separately; Provided that the sub-menu in the third level shall also contain an option enabling the consumer to speak to a consumer care agent

Setting up of Toll Free General Information Number:

(1) Every service provider shall, within forty-five days from the date of commencement of these regulations, establish a “General Information Number” for providing information to consumers;Provided that this is not mandatory where general information is also provided on the Consumer Care Number on a toll free basis.

Establishment of Complaint Monitoring System :

Every service provider shall, within forty-five days of coming into force of these regulations, establish a ‘Web Based Complaint Monitoring System’ to enable the consumers to monitor the status of their complaints.

Handling of complaints by Complaint Centre :

(1) Every Complaint Centre shall, immediately on receipt of a complaint from a consumer, register such complaint and allot a unique number to be called the docket number.At the time of registering of the complaint, Complaint Centre shall -

(i) Communicate, through SMS, to the consumer the docket number, date and time of registration of the complaint and the time within which the complaint is likely to be resolved.

(ii) Update the system with the date and time of registration of the complaint, docket number assigned under sub-regulation

(1), the telephone number of the consumer, and the time indicated to the consumer for resolution of the complaint.On completion of action on a complaint.:

(i) Communicate to the consumer, through SMS, the details of the action taken on the complaint; and

(ii) Update the system with the details of action taken.

Time limit for redressal of complaints or addressing service requests of consumers :

(1) Every service provider shall ensure redressal of the complaints and service requests in accordance with the time frame as specified under the Quality of Service regulations issued by the Authority.

(2) Where a time limit has not been specified under the Quality of Service regulations issued by the Authority, the complaints and service requests shall be addressed within a time period not exceeding three days.


TELECOM CONSUMERS COMPLAINT REDRESSAL
REGULATIONS, 2012

http://www.trai.gov.in/WriteReadData/trai/upload/Regulations/111/TCCRR%202012.pdf
 

IndianMascot

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Yes offcourse, searching for that pdf too ;)

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TRAI Link attached to the post :)
 


Jaymin

A Big Fan of IBF
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10,009
Time limit for redressal of complaints or addressing service requests of consumers :

(1) Every service provider shall ensure redressal of the complaints and service requests in accordance with the time frame as specified under the Quality of Service regulations issued by the Authority.

(2) Where a time limit has not been specified under the Quality of Service regulations issued by the Authority, the complaints and service requests shall be addressed within a time period not exceeding three days.

What if the operator doesnt adhere to this guideline? I lodged my complaint in respect of NDNC, i got a docket number & that has got evaporated now!
 

Sushubh

Administrator
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425,825
Location
Gurugram
airtel actually sent me a message that one of the complaints i filed about DND resulted in a disconnection of a number of a telemarketer for repeated complaints. of course, no way to verify it. and of course, that guy probably just lost one of hundreds of numbers that might be in use. :)
 

Jaymin

A Big Fan of IBF
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10,009
Still, that guy must have realised that 1 person out there is aware of his rights. He wud always keep praying that another 10 dont catch that "Disease"! :D
 


Sushubh

Administrator
Messages
425,825
Location
Gurugram
it takes me around 5 minutes to send one sms and i do it for all the spammy texts i get. missed on a few during the new year. but it's fun. :confused:
 

Jaymin

A Big Fan of IBF
Messages
10,009
I complained thru text & got a response that my complain cant b proceeded with. So i wrote a long email to TRAI, with a copy marked to Idea. They responded with a docket number, and asked some details from me. I gave them the details & now nothing has happened till yet!
 

Sushubh

Administrator
Messages
425,825
Location
Gurugram
are you sure you used the right format? i use the format mentioned in another thread here and it has worked every time for me on airtel.
 

Jaymin

A Big Fan of IBF
Messages
10,009
Of course! At first they accepted the complaint! Later on they gave me the reply that they cant proceed with my request!
 

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