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Public Grievances

Department of  Telecommunications

Redressal of Public grievances

You may lodge your grievance HERE (Link to PG Portal)

 

  1. Indian Telecommunication Sector has undergone a major process of transformation through significant policy reforms, beginning with the announcement of NTP 1994 and carried forward under NTP 1999. Driven by various policy initiatives, the Indian telecom sector witnessed a complete transformation in the last fifteen years. As of now, Department of Telecommunications is mainly performing the role of licensor and policy maker.

    As per licensing conditions:

    “Any dispute, with regard to the provision of SERVICE shall be a matter only between the aggrieved party and the LICENSEE, who shall duly notify this to all before providing the SERVICE. And in no case the LICENSOR shall bear any liability or responsibility in the matter. The Licensee shall keep the Licensor indemnified for all claims, cost, charges or damages in the matter.”

  2. Telecom Regulatory Authority of India
    1. Telecom Regulatory Authority of India (TRAI) an independent legal entity, was established to regulate the telecommunication services and discharge the various functions, two of them are as follows:
      • To ensure compliance of terms and conditions of license which includes customer service, Tariff etc.;
      • To lay down the standards of quality of service to be provided by the service providers and to ensure the quality of service and to conduct the periodical survey of such service provided by the service providers so as to protect interest of the consumers of telecommunication services;
    2. TRAI has notified a number of Directions / Regulations/Guidelines to address the major issues related to consumers. Some of them are as follows:
      • Telecom Consumers Protection and Redressal of Grievances Regulation, 2007 on 4th May 2007 which provides for speedy, effective and inexpensive redressal of grievances of consumers by the services provider. TRAI on 05/01/2012 has issued “Telecom Complaint Redressal Regulations 2012” which replaces the earlier Regulation of May 2007.
      • Quality of Service (code of practice on metering and billing accuracy) Regulation, 2006 on 21st March 2006; for protecting the interest of consumers relating to metering and billing.
      • Quality of Service (time period of resolution of billing complaints, refund of dues/security deposits to consumers, rectification of calls, rebate in rent for delayed rectification of faults etc.) of Basic and Cellular Mobile Telephone Services, Regulations on 1st July 2005 and reviewed thereafter on 20th March 2009.
      • Direction on 16th September 2005 regarding not to offer / market / advertise in a manner that is likely to mislead the consumers.
      • Guidelines to Telecom Service Providers regarding Collection of dues by outsourced agencies engaged by them on 16th November 2007; for addressing the concerns of consumers relating to collection of dues.

        The compliance of above Directions / Regulations is monitored by TRAI. Whenever deficiencies/violation of TRAI Orders / Directions / Regulations are noticed, TRAI takes up the issue with the concerned Service Provider for remedial action. However, Telecom Regulatory Authority of India Act 1997 does not envisage redressal of individual complaints by TRAI. The compilation of the measures taken by TRAI to protect consumer’s interest is available at the TRAI’s website.

  3. Telecom services are being provided in the country by Government PSUs viz. MTNL/BSNL & Private service providers. These companies are having their own consumer grievances redressal mechanism which is primarily responsible for redressal of all types of complaints of their consumers. The Nodal Officer at headquarter level in respect of PSUs , are:

    BSNL: Shri C Srinivas, G.M (Coordination), IR Hall,Room No 27, BSNL Corporate Office New Delhi-110001.Contact No. 011-23717055 Fax No. 011-23312021 e-mail id gmcdn[at]bsnl[dot]co[dot]in

    MTNL : Shri A K Singh, D.G.M (Operations) MTNL Corporate Office, Mahanagar Door Sanchar Bhawan, J.L.Nehru Marg, Minto Road, New Delhi. Contact No.011-23232618 Fax No. 011-23239422 e-mail id mtnlcopg1[at]bol[dot]net[dot]in

  4. All the complainants have to approach to their service provider for redressal of their grievances through “Two Tier Institutionalized Grievances Redressal Mechanism” of the concerned Service Provider established by it under Telecom Consumer Complaint Redressal Regulations , 2012 (1 of 2012) of TRAI issued on 05th January 2012 and amendments thereto. List of consumer care numbers and appellate authority nominated by telecom companies for handling consumer Grievances is available at TRAI website. These Regulations replaces the earlier ‘Telecom Consumers Protection and Redressal of Grievances Regulations, 2007’ on the subject matter with a view to improve the effectiveness of complaints redressal for the telecom consumer by the service provider. The details of the provisions in Telecom Consumer Complaint Redressal Regulations, 2012[PDF](98.22 KB) are available on TRAI website. The highlights of the new Regulations are :-

    1. Establishment of a Complaint Centre with a toll-free “Consumer Care Number”. The Complaint Centre will be responsible to address all the complaints received by them. Provisions have also been made at the complaint centre to establish a Customer Care Number which could be accessed from any other service provider’s network.

    2. The earlier three-tier complaint redressal mechanism – Call center, Nodal Center and Appellate Authority, has been replaced by a two-tier one by doing away with the level of Nodal Officer. This is because the Complaint Centres are essentially registration and response centres and do not deal with the resolution of complaints. They only facilitate registration of consumer complaint and the level at which a problem is resolved within a company depends upon the complexity of the issue involved.

    3. Every complaint at the Complaint Center shall be registered by giving a unique docket number, which will remain in the system for at least three months. The docket number along with date and time of registration and the time limit for resolution of the complaint would be communicated to the consumer through SMS. The customer shall also be informed of the action taken through SMS.

    4. If a consumer is not satisfied with the redressal of his complaint, or his complaint remains unaddressed or no intimation of redressal of the complaint is received within the specified period, he can approach the next tier – the Appellate Authority for redressal of his complaints.

    5. A two member Advisory Committee in each of the service areas by the service provider. This will comprise of one member from the consumer organization registered with TRAI and another member from the service provider. All appeals of the consumers will be put up before the Advisory Committee which will advice on all such appeals to the Appellate Authority. Individual time-lines have been provided for each stage of processing the appeals.

    6. The regulations provide for resolution of complaints by the service provider in a time bound manner, referred by TRAI.

    7. All service providers are to publish a Telecom consumer Charter. This will contain various time frames specified by the Authority for redressal of various types of complaints under QoS regulations, complaint redressal mechanism, various procedures related to services like mobile number portability, amount to be deducted as administrative expenses or otherwise, right of the consumers etc. An abridged version of the Charter is required to be provided to each consumer at the time of subscription for service.

    8. The regulations also require the setting up of a Web based complaint monitoring system by the service provider through which the consumer can track their complaints.

  5. However, in case the grievance is not redressed even after exhausting the procedure as prescribed above , an individual complainant without prejudice to his right to approach an appropriate Court of Law, may approach Public Grievance Cell of Department of Telecommunications (DoT), Sanchar Bhawan, 20, Ashoka Road, New Delhi-110 001 along with all documentary evidence(s) for non-redressal of his grievance at concerned Service Provider level . He may submit grievance in either of the following ways:-

    Public Grievances

    Sr No.

    Mode

    Details

    i)

    By hand

    Contact : Information & Facilitation Counter, Sanchar Bhawan, 20,Ashoka Road, New Delhi-110001.

    ii)

    By post

    Address: Public Grievances Cell, Deptt. Of Telecom, Room No. 518,Sanchar Bhawan,20,Ashoka Road, New Delhi 110001.

    iii)

    Through FAX

    FAX No. 011- 23357777

    iv)

    Through phone

    Phone No 011- 23356666  ,1063(Toll Free)

    v)

    By Web Portal

    URL: http://www.pgportal.gov.in

    1. The complaint so received is forwarded to the concerned service provider / subordinate organization(s) and / or to the concerned unit in DoT with an advise to take appropriate action in the matter and to inform the complainant regarding the action towards the redressal of the grievance.

    2. The grievance is to be redressed by concerned service provider/subordinate organisation only. PG Cell of DoT acts only as a facilitator in the redressal process and is not vested with any power to penalize the service provider for not redressing the grievance to the satisfaction of the complainant or for delay in redressing the grievance.

  6. In case complainant is not satisfied with the decision taken by service provider or delay in redressal of grievance at any point of time /stage in the above process (4 & 5), the complainant is free to approach an appropriate court of law/ any other appropriate forum against the service provider in view of Para 1 above.

     

     

    Details of Officers in PG Section

    Designation of PG Officer

    Name

    Tel.No.

    FAX.No.

    Postal address

    Dy. Director General (PG)

    Shri D Manna

    011-23372131

    011-23372605

    1210,Sanchar Bhawan,20-Ashoka Road,New Delhi 110001

    Director(PG)

    Shri R.K.Singh

    011-23710537

    011 23712350

    1207,Sanchar Bhawan,20-Ashoka Road,New Delhi 110001

    Director (MOC_PG)

    Sh Sunil gautam 011-23372711 2093036364 1409,Sanchar Bhawan,20, Ashoka Road ,New Delhi -110001
    Director(PHP-II) Shri. R.K.Meena     13th Floor,Sanchar Bhawan,20 -Ashoka Road,ND,110001
    ADG(MOC-PG CELL) Vacant 01123036606 01123357777 518,Sanchar Bhawan,20 Ashoka Road,ND-01

    ADG(PG-I)

    vacanti

    011-23036222

    011 23752224

    12th Floor,Sanchar Bhawan,20-Ashoka Road, New Delhi 110001

    ADG(PG-II)

    Vacant

    011-23036934

    011 23372582

    12th Floor,Sanchar Bhawan,20-Ashoka Road, New Delhi 110001

    ADG(PG-III)

    vacant

    011-23036717

    011 23752272

    12th Floor,Sanchar Bhawan,20-Ashoka Road, New Delhi 110001

    ADG (PGL)

    Shri R S Rana

    011-23036731

    011-23372657

    1409 ,Sanchar Bhawan, 20-Ashoka Road,New Delhi 110001

    SO(PG)

    vacant

    011-23036968

    011-23372582

    12th Floor,Sanchar Bhawan,20-Ashoka Road, New Delhi 110001

    Director (PG) is available during 10:00 A.M. to 01:00 P.M. and DDG(PG) is available during 02:30PM to 04:30PM for visitors on Wednesday’s.