Telecom regulator recommends ombudsman for complaint redressal

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New Delhi, March 10 (IANS) The Telecom Regulatory Authority of India (TRAI) on Friday suggested setting up an ombudsman in the sector to resolve consumer complaints.

In a three-stage grievance redressal mechanism for the sector it proposed “Resolution by telecom service providers; resolution by consumer grievance redressal forum (CGRF), and determination by telecom ombudsman.”

The recommendations made by TRAI on ‘Complaints/Grievance Redressal in the Telecom Sector’ said: “The consumer should in the first instance approach TSP to seek a solution. It will be the duty of the TSP to look into the request and address the consumer’s concerns within the time frames stipulated by the authority.”

In case the TSP fails to satisfactorily resolve the problem, the customer will have the option to seek further redressal through the new independent mechanism recommended by the TRAI. This will consist of a process of resolution based on fact-finding by CGRF, if necessitated, will be determined by the telecom ombudsman.

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“Ombudsman will be required to act in accordance with the principles of natural justice. In order to function as an effective body, the ombudsman should have the power to levy penalties on the TSPs,” the sector regulator added.



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