Set up complaint centres in 45 days: TRAI to telcos

New Delhi: Telecom firms will have to set up complaint centres and web-based monitoring systems for their customers within 45 days as per the new consumer grievance redressal guidelines announced on Thursday by the Telecom Regulatory Authority of India (TRAI).

The new rules come into force with immediate effect. Every service provider will have to ensure redressal of the complaints and service requests in accordance with the time-frame as specified under the authority's quality of service regulations, TRAI said.

In case it is not specified, the complaint should be addressed within three days, it added.

"These regulations will apply to all service providers, including BSNL, MTNL and others providing basic telephone service, unified access services, cellular mobile telephone service, Internet service," TRAI said announcing 'Telecom Consumers Complaint Redressal Regulations, 2012.'

It said that within 45 days from the date of commencement of these regulations, telecom companies will have to establish a complaint centre and establish a general information number for providing information to consumers.

Further, it said that every operator "shall, within forty-five days of coming into force of these regulations, establish a web based complaint monitoring system to enable the consumers to monitor the status of their complaints".

Besides, TRAI said, each operator will have to publish a citizen's charter containing the information including name and address of the operator, the services offered and terms and conditions.

Every service provider shall maintain complete and accurate records of redressal of complaints by its complaint centre and the appellate authority, TRAI said.

Last year, TRAI had issued a pre-consultation paper on 'Telecom consumer protection and redressal of consumer grievances' to seek the comments of the stakeholders.

The feedback received from the stakeholders emphasised the need for effective redressal of consumer complaints by the telecom service providers at all levels including at the level of nodal officer and the appellate authority.

They also indicated that there is hardly any information regarding call charges especially to prepaid subscribers.