Now, problems linked with mobile service and internet users who face hassles like connection, call drops, bill usage, etc can be fixed soon through flagging their complaints on Telecom Minister's Twitter handle, which will be communicated to the telecom operator(s) and Department of Posts (DoP) for a ready-made solution for the users. The move comes at a time when Prime Minister Narendra Modi wants there should be strict governance in each and every department run by the Government(s) in which digital media platform plays an important role in common man's life.
In order to ease consumers' day-to-day work, the 'Twitter Sewa' platform is already in place by various Ministries such as Railways, External Affairs and Commerce Ministry. Apart from them, consumers can now acknowledge and share their problems with the Government, using Twitter as a best tool on the social media platform as Communications Minister Manoj Sinha on Tuesday launched 'Twitter Sewa' for registration and resolution of complaints. "The social media giant is also in discussion with the Home Ministry, Health Ministry, MyGov etc for bringing the similar platform for them as well," said a Government official.
As far as telecom service related problems are concerned, the Telecom Minister said that the complaints lodged through Twitter Sewa will be available to the Ministry officials and could be categorised immediate, mid-term and long-term complaints. "Complaints received against any telecom operator and DoP on my Twitter handle will be communicated to the concerned telecom operator and DoP immediately for quick resolution and better service. With this, the department will be able to respond in real-time to complaints, assign it to relevant officers, assign criticality and track the complaints," Sinha said.
The consumer-friendly platform will also address grievances raised against private players. "I hope both the Government, private telecom service provider make use of this tool fullest to its potential to serve the customer," Sinha added.
However, Twitter India chief for News, Politics, Government Raheel Khursheed said to register complaints a customer will only need to tweet and the platform will pick key words used in the complaint to forward it to concerned authorities. "People can use four commands to escalate their complaints. These are #DoTSewa, #BSNlSewa, #MTNlSewa, #PostalSewa," Khursheed said.
"The Twitter Sewa platform is free for the Government departments and the company expects to gain subscribers in the country from this," he added.