Telecom regulator Trai on Tuesday proposed allowing customers to file complaint with operators in person as well as through SMS, e-mail, post or courier in addition to the current practice of doing that on voice calls.The changes have been proposed following Telecom Regulatory Authority' s direct communication with consumers across 20 cities wherein people appealed that the complaint and appeal handling mechanism should be made more accessible to the consumers.
"To address this issue, it is prescribed through this amendment that the Complaint Centre shall also be accessible to consumers through SMS, e-mail, post and in person," Trai said in the draft.
