Telecom Regulatory Authority of India (TRAI) has introduced a pilot test phase for a new APP that consumers can use to lodge complaints.
The Telecom Regulatory Authority of India (TRAI) has made some significant changes in the TRAI tariff regime, which was implemented last year. These new rules dictate what customers pay for their channels, and later for their DTH and cable TV services. However, this does not mean that TRAI is only focusing on the DTH industry for now. There are several areas that TRAI would like to address this year as part of its agenda. One of the major issues faced repeatedly by TRAI is its grievance and its resolution.
In a year, TRAI receives millions of complaints from consumers about DTH, telecom services, networks, telecom operators and others. However, until now, TRAI had no concrete management system for this. As TRAI has been laser-focused on working out consumer interest and is working on it, TRAI has today launched a new CMS – “Grievance Management System App”. As you can imagine, the complaint management system by TRAI will help the telecom regulator in managing complaints and will also help streamline the entire complaint process.
As we mentioned above, the new complaint management system introduced by TRAI will help consumers to resolve their complaints faster. In addition, there will be a rule-based redress of complaints related to Value Added Services (VAS). TRAI has stated in its release about the launch of the new CMS that “CMS portal or app consumers will be able to get details of active VAS services on their phones. Where dual consent for VAS has not been filed by TASP, consumers will be able to file claims for the cost of VAS for one month. Claims, if any, will be settled by the concerned TSP.
Another thing that consumers should keep in mind is that this is only a pilot launch from TRAI. This means that it is possible that the app may have some bugs. TRAI has also noted that it will seek feedback from consumers and based on that feedback, it can make changes to the application.