Business line has reported that TRAI (Telecom Regulatory Authority of India) will soon be launching a new platform to redress consumer grievance regarding inept telecom services. The platform would enable subscribers to come forward with their grievances either through Online or SMS platform.
TRAI is the regulatory body for telecom related services in India. As such it is facing ire from lot of telecom subscribers complaining about low service quality experience with Telcos and MVAS providers.
The platform will first direct the grievances received from new platforms to the respective service providers and if those service providers are unable to redress the grievance within a set time frame, TRAI appointed personnel’s will look into the problem.
The current problem ranges from opt-out activation of services where many operators start automatic trial subscriptions for free to exorbitant or double charging by Telecom and MVAS operators.
TRAI would also heavily publicize its results of quality of services survey in the form of advertisements in print and online media to raise customer awareness.
Currently Telcos and ISP has zonal officer in place to redress problems on higher level but it is of no avail for general public. TRAI should instead focus on creating a grievances service like Banking Ombudsman by RBI, a service for speedy redressal of banking grievances on a larger level for Telecom arena.
