Tags: BSNL, MTNL

TRAI tells telecom service providers to set up call centers

Telecom Regulatory Authority of India (TRAI) has now brought in a new regulation which makes it mandatory for the telecom providers in the country to set up call centers within 60 days from the date of implementation of the regulation.

The telecom companies are now also required to appoint nodal officers in each licensed area within one month. This regulation is also applicable on the state owned telecom companies including BSNL and MTNL which are known for their poor customer support.

TRAI said that the regulation would become effective starting August 1 this year. Their statement said: “Service providers are also mandated to publish ‘Manual of Practice for handling consumer complaints’, which basically provides for consumer rights, obligation and resolution of grievances.”

TRAI has also instructed the telecom companies to provide all applicable 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 etc, to be printed in easily readable font size and be included in the bills issued to consumers.

TRAI added: “The exponential growth and competition in the telecom sector has thrown up new challenges for protection of consumer interest. Telecom companies introduce new and effective tariff packages and also value added/premium rate services. Lack of consumer awareness and at times neglect of consumer aspirations has led to consumer grievances. The consumer is at a loss as he is unable to communicate with the redressal machinery of the telecom provider.”