TRAI to issue complaint redressal guidelines in 3-4 weeks

NEW DELHI: Telecom regulator Trai will come out with final guidelines for consumer complaints redressal in the next 3-4 weeks.

"Trai will come out with final guidelines on consumer complaints redressal in next three to four weeks," Trai Chairman J S Sarma said on the sidelines of a CII event here today.

In July, Trai had came out with draft regulations on consumer protection and redressal framework to protect the interest of users, and had stressed upon timely redressal of their problems.

The regulator had proposed providing bills to pre-paid users under the proposed Telecom Consumer Protection Regulation.

Trai had also asked all service providers to set up compliant centres within 60 days of implementation of the proposed regulation.

It said these centres should provide service to consumers in regional languages.

Apart from a complaint centre number, operators should provide a separate number for providing general information to consumers, Trai had proposed.

The regulator had suggested that every operator should have separate toll-free number which should be accessible from other network operators and they should not charge for accessing complaint centre via any means like calls, or SMS.

The operators should also establish web-based complaint monitoring system so that customers can monitor their complaint.

They must forward consumer's complaint docket number, date and time of registration of the complaint and the time within which the complaint is likely to be resolved in the form of SMS to customers, Trai had said.