Trai seeks public comments on setting up ombudsman for telecom sector

It is also seeling views on modalities such as legal framework, structure, funding and the type of complaints that should be handled by the ombudsman

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To protect the rights of consumers and resolve their complaints in a speedy manner, the Telecom Regulatory Authority of India (Trai) has sought comments from public on a proposal to set up an ombudsman for the sector and what should be the structure and legal framework. Trai said telecom subscribers in the country had reached around 1.04 billion by June and they filed approximately 10.23 million complaints in the March quarter with operators.

The complaints were on account of wrong billing, indifferent or poor quality of service, non-provision of contracted services, etc and unsatisfactory resolution of the complaints by operators is resulting in complaints and grievances being forwarded to it and the department of telecom on a regular basis. Trai is mooting the idea to create an ombudsman to sort such complaints and has  sought views on modalities such as legal framework, structure, funding and the type of complaints that should be handled.

The powers, functions and responsibilities of such a body would be discussed as part of the consultation paper on 'Complaints/Grievance Redressal in telecom sector'.

This is not the first time Trai has sought to set up an ombudsman. In 2004, the regulator had recommended to set up by an amendment in law or by an amendment in the licence or by concurrence of operators. However, the government at that time did not accept the recommendations.    

At that time while most of the NGOs, consumer organisations and individual consumers were quite equivocal about the need of ombudsman in the telecom sector, the service providers were not very convinced about the need for another institution in the sector.

The operators had said that the competitive scenario in the telecommunication sector would impose requisite pressure on the service providers to provide top quality service and highly efficient customer care and the market mechanism itself would ensure that the service providers take due care of the customers.  

As per the existing legal and regulatory framework, the individual consumer grievance redressal is outside the purview of the Trai.

Trai said the role and impact of telecommunication services has metamorphosed from being a communication tool to a critical instrument for the social and economic development of the country.

“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.

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

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