Learn to deal with your cell phone network

Not many consumers of telecommunication services are aware of the Telecom Consumers Protection and Redressal of Grievances Regulations 2007.

Not many consumers of telecommunication services are aware of the Telecom Consumers Protection and Redressal of Grievances Regulations 2007.

HT Image

Under these regulations, every service provider has to establish an institutional mechanism for efficient resolution of consumer grievances.

The first step is to provide a toll-free call centre.

If the complaints are not addressed and sorted out within the specified period, the consumer can complain to the nodal officer nominated for the purpose. If the grievance is not resolved satisfactorily at this level too, one can file an appeal with the Appellate Authority that has to take a view within three months and pass an order.

The call centre has to register every complaint and give the consumer a docket number. If the consumer is not satisfied with the services, then the call centre must give the contact details of the nodal officer and the appellate authority. From the letters, it seems like this is not being done.

I have received several letters pertaining to poor quality of service by various telecommunication service providers. I suggest consumers visit the website of the Telecom Regulatory Authority of India (TRAI) — www.trai.gov.in/serviceproviderslist.asp — and get the contact details of the Nodal Officer and the Appellate Authority appointed by their service provider.

It would also be useful to read from the ‘handbook for consumers from the telecom regulator’ on the website. One can also complain to the TRAI.

Consumers, I must add, can also approach the consumer courts if they have suffered loss as a result of the deficient service. The TRAI website also gives you a list of consumer groups registered with the regulator, in case you need to seek their help.

Mr Rajiv Malhotra: We had taken a mobile connection in the name of our company. But without our consent or knowledge, the service provider changed the ownership of the mobile number to one of our ex-employees and is not responding to our letters of complaint. Kindly advise us on how we can get the number back. I must also state the action on the part of the service provider has resulted in huge business and financial losses for us.

I suggest you file an appeal with the Appellate Authority. You will have to send a duplicate copy in the prescribed format. You can get the details from the TRAI website and also from the service providers’ website. You can also send a complaint to the TRAI on this issue, seeking the regulator’s intervention.

You can, perhaps, later file a suit for damages in a civil court. You cannot however, file a case before the consumer court seeking compensation for the loss caused to you as a result of the deficient service, because the service hired by you is for commercial purpose. The Consumer Protection Act does not give a person who hires a service for a commercial activity the right to seek redress before the consumer courts.