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 wh...