Trai releases measures for better customer services

VARINDIA- INDIA'S FRONTLINE IT MAGAZINE

Telecom Regulatory Authority of India (Trai) has commanded all operators to set up a complaint centre that would have a toll-free number and can be accessed by a subscriber of even another mobile operator.

According to Trai's Telecom Consumers Complaint Regulations 2012, such a centre would be responsible in addressing all complaints it receives. Further, all operators are instructed to set up a web-based complaint monitoring system, through which the consumer can track their complaints, according to the regulations.

As per Trai, A two-tier system is said to replace the existing three-tier complaint redressal mechanism - now comprising call centre, nodal centre and appellate authority - by doing away with the nodal officer. This is because the complaint centres are essentially registration and response centres, and do not deal with the resolution of complaints. They only facilitate registration of consumer complaints - and the level at which a problem is resolved within a company depends on the complexity of the issue involved. The docket number given by the operator, along with the date and time of registration and the time limit for resolution of the complaint, would be communicated to the consumer through SMS. The service provider is supposed to set up a two-member advisory committee in each of the service areas. It will comprise a member from the consumer organisation registered with Trai, and another member from the service provider.

It is claimed that the mobile operators is said to publish a citizen's charter that will contain different time-frames specified by the authority for various complaints and various procedures related to.


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