Q 1. What is the role of TRAI in handling telecom consumer complaints?

In order to protect the interests of consumers, TRAI has mandated all Telecom Service Providers to establish a two-tier complaint/grievance redressal mechanism for handling consumer complaints. Through this mechanism, a consumer can lodge service-related complaints at the complaint centre of his/her Telecom Service Provider (TSP). In case a complaint is not redressed satisfactorily by the Service Provider at the complaint centre, an appeal can be registered with the Appellate Authority of the TSPs. (The details of concerned regulations can be downloaded here). It is clarified that individual consumer complaints are not handled by the TRAI.

Q 2. How can I register my complaint?

Complaints can be lodged at the Complaint Centre of the respective Service Providers. To get the details of the complaint center for lodging a complaint with your telecom service provider, Click Here.

Q 3. What happens when I register my complaint with the Complaint Centre?

The Complaint Centre of the service provider, immediately on receipt of a complaint from a consumer, shall register such complaint and communicate, through SMS, to the consumer the docket number, date and time of registration of the complaint and the time within which the complaint is likely to be resolved. The Service providers take further actions to resolve the complaints as per processes defined.

Q 4. What is the time limit for resolution of the complaints at the Complaint Centre?

The Service Provider has to redress the complaints lodged at its Complaint Centre as per the provisions in the QoS Regulations. Where a time limit has not been specified under the Quality of Service regulations issued by the Authority, the complaints and service requests shall be addressed within a time period not exceeding three days.

Q 5. How will I know of the completion of action on my complaint?

On completion of action on a complaint, the service provider shall communicate to the consumer, through SMS or email or post, the details of action taken on the complaint and the procedure for preferring appeal to the Appellate Authority.

Q 6. If the complainant is not satisfied with the redressal of the complaint at the Complaint Centre, who should be contacted?

Where a consumer is not satisfied with the redressal of his complaint by the Complaint Centre, or his complaint remains unaddressed or no intimation of redressal of the complaint is received within the period specified in regulation 8, such consumer may prefer an appeal to the Appellate Authority of the concerned service provider for redressal of his complaint. To get details of the appellate authority to escalate the issue in case your complaint has not been addressed satisfactorily by the telecom service provider, Click Here.

Q 7. Is there any time limit for making appeal to the appellate authority?

Every appeal under sub-regulation (1) shall be preferred within a period of thirty days after the expiry of the time limit specified in regulation 8; Provided that the Appellate Authority may entertain an appeal after the expiry of the said period of thirty days but before three months from the expiry of the time limit specified in regulation 8, if it is satisfied that there was sufficient cause for not filing it within that period.

Q 8. What is the time limit for disposal of an appeal by the appellate authority?

The time limit for disposal of the appeal by the appellate authority is approximately 39 days from the date of filing of the appeal.

Q 9. In case the fault is not rectified within the certain period, is the consumer entitled to any relief?

Yes, for delayed rectification of faults, the customer is entitled to rent rebate as follows: 
In respect of Basic (Wireline) Services:

  • (a) Faults pending for more than 3 days and up to 7 days: Rent rebate for 7 days.
  • (b) Faults pending for more than 7 days and up to 15 days: Rent rebate for 15 days.
  • (c) Faults pending for more than 15 days: Rent rebate for one month.

In respect of Broadband (Wireline) Services:

  • (a) Faults Pending for > 3 working days and < 7 working days: rebate equivalent to 7 days of minimum monthly charge or equivalent usage allowance.
  • (b) Faults Pending for > 7 working days and < 15 working days: rebate equivalent to 15 days of minimum monthly charge or equivalent usage allowance.
  • (c) Faults Pending for > 15 working days: rebate equivalent to one month of minimum monthly charge or equivalent usage allowance.

 

Q 10. What is the time limit within which a billing charging complaint has to be resolved?

For Basic (Wireline) and Cellular Services: 
A billing and charging complaint has to be resolved within 6 weeks. Any credit/ waiver/ adjustment, arising out of such resolution of complaint has to be made to customer’s account within one week of resolution of the complaint. 
For Broadband (Wireline) Services: 
A billing complaint has to be resolved within 4 weeks.

Q 11. A consumer has made a request for termination (closure) of the service. How long has he/she to wait? What about rentals and other dues?

For Basic (Wireline) and Cellular Services: 
The service provider shall terminate the connection within 7 days. The service provider shall cease to charge rental or any other charges beyond the period of 7 days of request for closure made by the customer. Further, bills shall be raised only after adjustment of the security deposit and the closure/termination of service shall not be made conditional upon payment of dues. The outstanding amount of security deposits has to be refunded within 60 days of closure/termination of service. In case of delay in refund beyond 60 days, a consumer is entitled to interest at the rate of 10% per annum for the number of days refund is delayed beyond 60 days.