Amid reports of telecom operators not responding to the grievances of the subscribers, the Telecom Regulatory Authority of India on Tuesday directed service providers to assign a fixed number for registering their complaints.
Trai directed the operators to assign a unique docket number for all service request calls made to the customer care helpline as well as special numbers for registering complaints and convey the same to the customer at the time of such call to handle consumer grievances better, a Trai statement said on Tuesday.
In order to protect the interests of consumers and to promote efficiency in handling consumer grievances, Trai, after consultations with stakeholders, directed the operators to implement this directive within three and half months.
Trai has mandated the operators to acknowledge through SMS followed by entry in the next bill the requests made through telephone calls, FAX, SMS, e-mail for value added services, the charges for which are of a recurring nature and raise the bill only after adjustment of security deposit in the event of a request for termination of service received from a customer.
Trai has asked the operators to terminate the service within 24 hours of the receipt of a request for termination of service made in writing and within three working days of the receipt of a request for termination of service made through fax or through e-mail ID registered with the service provider.
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