TRAI moots telecom ombudsman

Tribune News Service

New Delhi, July 28

Telecom regulator TRAI today came out with a consultation paper where it has sought public opinion on setting up of an ombudsman in the sector for speedy resolution of rising subscriber complaints over issues such as wrong billing and poor service quality.

TRAI said, “Subscribers are filing large numbers of complaints with the Telecom Service Providers (TSPs). The complaints are on account of wrong billing, indifferent or poor quality of service, non-provision of contracted services, etc. Unsatisfactory resolution of the consumer complaints, by the TSPs, is resulting in complaints and grievances being forwarded to TRAI and Department of Telecom (DoT) on a regular basis”.

TRAI further said as per the existing legal and regulatory framework, the individual consumer grievance redressal is outside the purview of the TRAI licensing conditions for the TSPs stipulates that “All complaints of subscribers in this regard will be addressed/handled as per the orders or regulations or directions issued by the Licensor or TRAI from time to time”.

While mooting the creation of a telecom ombudsman TRAI has also sought views on modalities such as legal framework, structure, funding and the type of complaints that should be handled by the sector ombudsman.

It seeks views, opinions and comments from stake holders on possible options to improve the existing grievance redressal mechanism, alternatives, including establishing an office of Telecom Ombudsman, TRAI said.