KumaarShah 143 Report post Posted May 5, 2007 (edited) Trai asks telcos to set up call centres [5 May, 2007 l 0243 hrs ISTlTIMES NEWS NETWORK] NEW DELHI: Trai released its regulation on ‘Telecom Consumers Protection and Redressal of Grievances Regulations, 2007’ on Friday with a special direction on billing issues to ensure transparency. The story was broken by TOI on 30 April. With this, all telcos providing basic, cellular, broadband or unified access services are required to establish call centres within 60 days, appoint or designate Nodal Officers for each area within one month, so that they are easily accessible and available to consumers for redressal of the grievances and also appoint one or more appellate authorities in each licensed service area within three months. Service providers are also mandated to publish a ‘manual of practice for handling consumer complaints’ which basically provides for consumer rights, obligation and resolution of grievances. Trai has also released a direction, regarding information to be included in the telephone bills issued to the consumers by service providers, to be implemented with effect from 1st August, 2007. The institutional mechanism prescribed provides for resolution of consumers grievances within the company and is subscriber centric. It mandates structural framework at the level of Call Centre, Nodal Officer and appellate authority. It also mandates procedures and time limits for redressal of grievances. Consumers may contact the Call Centre of service provider on a toll free number at the first instance for redressal of their grievances. All the complaints, pertaining to fault repair, service disruption and disconnection of service shall be attended within a maximum period of three days and all other complaints shall be attended by the Call Centre within a maximum period of seven days, subject to time limits laid down in Regulations on Quality of Service. The service provider shall ensure that call centre registers each complaint by allotting an identification number to be called docket number and communicate docket number to consumer; intimate the action taken on the complaint to consumer through phone or any other means within the time limit specified; intimate contact details of the Nodal Officer to the consumer in case a consumer is not satisfied. A survey on Quality of Service sponsored by the authority said about 80 per cent subscribers have difficulty in understanding phone bills. Trai has directed service providers that information like applicable Tariff Plan, credit limit, security deposit, etc, shall be printed in easily readable font size and be included in the telephone bills issued to consumers. Courtesy: http://timesofindia.indiatimes.com/Trai_as...how/2005926.cms Edited May 5, 2007 by khs123 Share this post Link to post Share on other sites
kesav 127 Report post Posted May 9, 2007 Fantastic move by TRAI..... Hope this will make consumer happy and operator customer-sensitive. We salute you TRAI. Share this post Link to post Share on other sites
mrasool 0 Report post Posted May 10, 2007 It is a good move by TRAI. Most of the telcos already have call centres and complaint redressal mechanisms. But this will result in published levels for complaint resolution. And this will force BSNL/MTNL to create a human interface option for their landline complaint resolution system. Share this post Link to post Share on other sites
raccoon 53 Report post Posted May 10, 2007 (edited) Looks good on paper, but how much of this is really going to be implemented? There are already a lot of things which are there on paper but are not being implemented! For eg. Telcos openly charging for plan migration, when it is prohibited, not considering Mah - Bom as one circle wrt (some) tariffs, etc, etc. One thing Telcos REALLY, REALLY must be forced to do - publish ALL the details of their plans/tariffs and recharge options on their web-site (at least)...including e-recharge options for top-ups, plan changing, etc. Its a huge mess right now ...and even the retailers promise something, and you get something quite different. Customer care says something still different ...and the system gives a totally different result! And all this is done in the most effective way with which to loot the consumer! Even taxi/rickshaw drivers have to carry a valid tariff card, but these Telcos get away with all kinds of looting on a much grander scale! Sick!! And this will force BSNL/MTNL to create a human interface option for their landline complaint resolution system. Frankly, I dont find anything wrong with this - in fact it saves time as I'v never had to wait in a queue ...you can even register somebody else's compalint ...and they do call you back later to ask about the problem. Edited May 10, 2007 by raccoon Share this post Link to post Share on other sites
