TRAI comes out with mechanisms to ensure implementation of 3 stage redressal mechanism for Indian telcos

The Telecom Regulatory Authority of India, which last week had directed all landline, mobile and internet service providers to set up to set up a three-stage redressal mechanism and improve transparency in billing with immediate effect, will carry out surprise checks, if necessary, to ensure compliance.

Trai has directed all operators to maintain complete and accurate records of redressal of grievances by its call centres, nodal officers and appellate authorities. Trai, if necessary, will direct any of its officers or employees or through an independent agency appointed by it to inspect the records maintained by the call centres, offices of the nodal officers and the secretariat of the appellate authority.

Trai had asked all operators to three-stage redressal mechanism -
1) Call centres will be the first level of customer redressal and must address all customer grievances within a maximum period of seven days.
2) At the next level, service providers must appoint a nodal officer, whom the customer can contact if he is not satisfied with the redressal at the call centre level.
3) The third level involves a provision by which the customer can appeal to the appellate authority (within the service provider) for redressal where the authority should issue its judgement on the issue within three months.

The regulator had also directed all operators to improve the quality of their billing after its survey revealed that nearly 80% subscribers found it difficult to understand their telephone bills. Accordingly, Trai has mandated that information such as applicable tariff plan, credit limit, security deposit, methodology for calculations of various pulse rates and charges, procedures regarding payments of bills, setting up of public grievance mechanism and display of customer information box with certain information be printed in easily readable font size and be included in the telephone bills issued to consumers.

Source - Economic times

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