Registered a complaint against your mobile operator but still waiting for it to be resolved? Lost your cool ringing and ringing the toll free customer care number to just hear the IVRS?
Dedicated website to register complaints
All your problems (regarding your mobile operator that is) could well end if the new proposal of the TRAI is brought into action soon. The proposal is to set up an online complaint system (in the form of a dedicated website) that will be looked over by TRAI itself. As soon it receives a complaint, it forwards the complaint to the concerned operator and sees that it gets resolved in a timely fashion. If it doesn’t then we have to see what TRAI does.
If things remain on track, we are going to see the complaint website go live from April 1, 2010.
If this turns out to be successful (which it should be), then the complaint registration using SMS and calls (made directly to TRAI) will soon follow.
Make the customer care calls chargeable
While this was the TRAI’s proposal, the mobile operators have something different to say. Their new proposal is to make the calls made to toll free customer care number (121 for example) chargeable. The argument is that, some people are unnecessarily making calls to the customer care number which, one, makes the genuine callers stand by that longer and two increases the call centres maintenance charges.
If this comes into existence, all the calls made to know the tariff and voucher details for example will be charged while the charges made to register a complaint will continue to be toll free.
Since there is no good system to differentiate a regular call from a call made to register a complaint, TRAI has temporarily put the proposal on hold.
Update: The new initiative from TRAI is now ready and customers can register their complaints against telecom companies following this process. It also specifies exact time in which certain issues need to be resolved by the company.