TRAI seeks public opinion on a Telecom Ombudsman

Telecom Regulatory Authority of India (TRAI) has sought public opinion on setting up of an ombudsman in the telecom sector, for speedy resolution of ever rising user complaints about issues such as wrong billing and poor service quality.

Proposing a telecom ombudsman to redress customer complaints, TRAI, in its latest consultation paper 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. The powers, functions, and responsibilities of such a body would also be discussed as part of the consultation paper on 'Complaints/Grievance Redressal in telecom sector'.

The consultation paper primarily focusses on the subscribers "filing a large number of complaints with the telecom service providers", the "unsatisfactory resolution of consumer complaints" by the operators and the "dissatisfaction" with the current redressal mechanism.

"It is imperative that consumer complaints and public grievances in the telecom space are resolved in a timely, efficient and cost-effective manner through a system that is easily available all across the country," TRAI said adding that in the absence of such a system the benefits of telecom revolution will miss the intended target.

TRAI had made a similar recommendation for the establishment of an ombudsman in 2004- a suggestion which did not get approval from the then government.

The paper also seeks public opinion on issues ranging from changes required to strengthen the existing system, to an establishment of separate - independent and empowered - structure to resolve individual subscribers' complaints.

The last date for submitting views is August 18 and counter comments by August 26.