Trai proposes to set up an ombudsman, to write to DoT soon

Earlier, the regulator had sought power to impose up to Rs 10-cr penalty, two-year jail term on operators for rules violation

Sectoral regulator Telecom Regulatory Authority of India (Trai) will soon write to the Department of Telecommunications (DoT) proposing to set up an ombudsman to protect the rights of consumers and resolve their complaints.

“We had already recommended in 2004 for setting up an ombudsman. We are thinking of reiterating that…We propose to write back to DoT for establishing some kind of structure that is away from telecom companies,” a top official in Trai said.

The ombudsman could be set up at the district level, but a final call will be taken by DoT.

Another official at Trai said a call will soon be taken if a fresh consultation paper needs to be issued.

The move comes weeks after Trai sought more powers from the government to amend laws to allow it to impose penalty of up to Rs 10 crore on mobile operators and a jail term of up to two years on their executives for any violation of regulatory framework.

The Supreme Court had quashed the Trai order that asked telecom operators to compensate subscribers for call drops.

In 2004, Trai had recommended setting up of an ombudsman either by an amendment to the law or to the licence or by concurrence of operators.

At the time, while most non-governmental organisations and consumer organisations were equivocal about the need for such an institution, service providers objected.

Operators had said the competitive scenario in the sector would impose requisite pressure on service providers to ensure top quality service and efficient customer care and the market would ensure that service providers take care of customers.