What to do when you have a grievance

There is a well established mechanism set up by TRAI for consumers to get redress from telecom companies, reports Manoj Gairola.

There is a well established mechanism set up by TRAI for consumers to get redress from telecom companies. All operators are mandated to set up a mechanism involving a call centre, a nodal officer and an appellate authority for the resolution of grievances.

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A consumer should first contact the call centre of service provider on toll free number. The call centre has to register each complaint by allotting a unique identification number called docket number and communicate docket number to the consumer.

TRAI has prescribed a certain time limit for redressal of various types of complaints. It is the duty of operators to intimate the action taken on the complaint within this time period. If consumer is not satisfied with the action taken then the company executive has to give him the number of the nodal officer.

All grievances should be resolved within 10 days by the nodal officer. In case consumer is still not satisfied, he can appeal to the appellate authority of the service provider. The authority has to decide every appeal within three months.

“A consumer can always approach us with any complaint,” said TRAI chairman Nripendra Misra. “However, we would suggest consumers to follow this institutional mechanism route.”