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Trai to release complaint redressal guidelines this month

Last Updated: Tuesday, November 15, 2011 - 15:27

New Delhi: Telecom regulator Trai is likely to come out with new consumer complaints redressal guidelines by the end of this month to help customers resolve grievances against telecom companies.

"We are in the process of bringing out final guidelines for consumer complaints redressal by the end of this month, that will help resolve consumers grievance against telecom companies in more appropriate way," a source in Trai said.

In July, Trai had came out with draft regulations on consumer protection and redressal framework to protect the interest of telecom users, and had stressed upon the need for timely redressal of their problems.

The regulator had proposed the idea of providing bills to pre-paid users under Telecom Consumer Protection Regulation.

Trai had also asked all service providers to set-up compliant centres within 60 days of implementation of the proposed regulation.

It said these centres should provide service to consumers in regional languages.

Apart from a complaint centre number, operators should provide a separate number for providing general information to consumers, Trai had proposed.

The regulator had suggested that every operator should have separate toll-free number which should be accessible from other network operators and they should not charge for accessing complaint centre via any means like calls, or SMS.

The operators should also establish web-based complaint monitoring system so that customers can monitor their complaint.

They must forward consumer's complaint docket number, date and time of registration of the complaint and the time within which the complaint is likely to be resolved in the form of SMS to customers, Trai had said.


First Published: Tuesday, November 15, 2011 - 15:27
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