Procedure for Filing Complaint with TRAI

“Telecom Regulatory Authority of India “

Legal procedure for redressal of complaints

IT Update18th May 2016

TRAI Telecom Regulatory Authority of India (TRAI) was established on

20 February 1997 by an Act of Parliament to regulate telecom services and tariffs in India

TRAI's mission is to create and nurture conditions for growth of telecommunications in India with an objective to provide a fair and transparent environment that promotes a level playing field and facilitates fair competition in the market

IT Update18th May 2016

TRAI The numbers of mobile-phone subscribers had already crossed 1

billion and counting. However, as numbers go up, the frequent occurring problems faced by the consumers are also on the rise

As per the data available, the regulatory body, Telecom Regulatory Authority of India has received as many as 9,720 complaints for poor services, till June 30, 2016

Number of complaints against Telecom players Airtel- 3,257 Vodafone - 2130 Reliance communications - 1526 Idea Cellular – 997

IT Update18th May 2016

TRAI It is certainly raining complains from across the country

Frequent issues faced by Consumers: Activation of VAS (Value Added Service) without consumer’s

assent or delay in activation of required services Non refund of security deposits Unnecessary deductions Disconnection of subscription without prior notice Call drops/ Network issues

The consumer is bemused while finding the right company representative to sail you through its simple query or complex technical glitch. This presentation shall cover thorough understanding of TRAI’s legal procedure for redressal of the complaint

IT Update18th May 2016

Procedure to resolve an issue

The need of the hour is a thorough understanding of TRAI’s legal procedure for redressal of the complaint. By following the simple process, an aggrieved consumer can resolve his issue without any hassle

IT Update18th May 2016

Procedure to resolve an issue

Step 1:

Visit the website of the company (i.e. Airtel, Vodafone etc.) and go through the ‘Manual of Practice’ on the company’s website to gain a thorough knowledge about the complaint/grievance redressal procedure.

IT Update18th May 2016

Procedure to resolve an issue

Step 2:

Call an all India customer care number and lodge your complaint. Do not forget to ask for your complaint tracking number for future references. The company may take around two weeks’ time to resolve your issue.

IT Update18th May 2016

Procedure to resolve an issue

Step 3:

If the outcome is not satisfactory, you may forward your complaint to Nodal Officer, the list of which is available on the website. It takes them around 10 days to resolve the issue.

IT Update18th May 2016

Procedure to resolve an issue

Step 4:

If still not pleased, the consumer may get in touch with the Appellate Authority.

IT Update18th May 2016

Procedure to resolve an issue

Step 5:

If still not If a consumer is still not content with the end result, the complainant may approach the National Consumer Court or local consumer courts with a copy of complaints made to the company, Nodal Officer and Appellate Authority.

IT Update18th May 2016

• A consumer must refer to the manual of practice on the require time gap to take complaints to the next level.

General Guidelines

IT Update18th May 2016

• The complaint without following the specified procedure by TRAI, a consumer’s complaint to an executive is likely to fall on deaf ears.

• Besides ‘Twitter Sewa’, a toll free number-1924- was also, recently, inaugurated by Union Telecom Minister Manoj Sinha for customers to air their grievances.

General Guidelines

IT Update18th May 2016

• With an expanding telecom sector, the challenges that it faces is also gigantic in nature. However, such measures would surely go a long way in ringing in some respite for the post-paid and prepaid customers.

General Guidelines

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