To provide relief to telecom users on service quality, regulator Trai is considering seeking feedback from the public on introducing a new ombudsman mechanism to resolve their complaints.
As things stand, the scales are tilted towards service providers as current rules do not allow a customer to approach courts for resolving such disputes.
“The current system of complaint resolution is not effective... It is an unhappy situation,” Telecom Regulatory Authority of India (Trai) Chairman RS Sharma told the news agency in an interview.
Sharma said the regulator plans to release a consultation paper in a fortnight to deliberate on the institutional arrangement that should be adopted to improve efficiency of the consumer grievance redressal framework.
He did not go into specifics, saying the views on the same will be sought from people and an automated or technology-based platform could be explored.
“We need to mull whether an automated system, say a technology platform, can be used. We will have to see how technology can be leveraged to resolve complaints... We will invite suggestions on what should be an appropriate system,” he explained.