New Delhi: To address grievances of customers on quality of telecom services, regulator TRAI on 4 May directed operators to set up a three-tier redressal structure, which will include call centres, area-wise nodal officers and appallette authorities.
Telecom operators, including BSNL and MTNL, which provide services like unified access services, cellular mobile and broadband, are mandated to establish call centres within 60 days from the commencement of the regulation, TRAI said in a statement here.
The call centres would be accessed by consumers through a toll free number, it said.
The regulator further asked operators to appoint or designate nodal officers for each area of their operation within one month and one or more appellate authorities in each licensed service area within three months.
Consumers complaints pertaining to fault repair, service disruption and disconnection of service will have to be attended by the operators within three days and other complaints in seven days, TRAI said.
If unsatisfied, consumers could approach nodal officers and the complaints such as fault repair, service disruption will have to be resolved within three days while for other complaints, the period is ten days.
However, if their greivances are still not redressed, they can appeal to the appellate authority, which will have to adjudicate within a maximum period of three months.
In case, the consumer is not satisfied with the redressal by the service provider he can take legal recourse through consumer courts. Disputes between service providers and a group of consumers fall in the domain of Telecom Dispute Settlement and Appellate Tribunal (TDSAT), it said.
TRAI also asked the service providers to publish a ‘manual of practice for handling consumer complaints,´ outlining the various provisions, time limits, benchmarks and procedures for seeking redressal of grievances.
The recent survey on quality of service by the authority revealed about 80 per cent subscribers have difficulty in understanding their telephone bills.
Keeping this in mind, TRAI directed operators that information on applicable tariff plan, credit limit, security deposit, method of calculating the pulse rate will have to be printed with the bill.