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Public Grievances
1. Grievance Redressal Mechanism in Telecom Services Sector
(a) The primary responsibility of addressing the grievances related to service, billing, quality of service, etc. lies with Telecom Service Providers (TSPs), which emanates from licensing terms and conditions. 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.”
(b) In order to streamline the process of grievance redressal mechanism by the service providers, TRAI has issued “Telecom Complaint Redressal Regulations 2012”. Which is available on TRAI website. According to this, all TSPs should set up a Two Tier grievance redressal mechanism. The highlights of this mechanism are -
(i) Establishment of a Complaint Centre: Every service provider shall, establish a Complaint Centre for redressal of complaints and for addressing service requests of its consumers. Complaint Centre is accessible to its consumers through a toll-free “Consumer Care Number”. Every service provider shall also, establish a ‘Web Based Complaint Monitoring System’ to enable the consumers to monitor the status of their complaints. Every Complaint Centre shall, immediately on receipt of a complaint from a consumer, register such complaint and allot a unique number to be called the docket number.
(ii) Establishment of an Appellate Authority: Every service provider shall, establish an Appellate Authority in each of its licensed service areas to dispose of the appeals filed. Where a consumer is not satisfied with the redressal of his complaint by the Complaint Centre, or his complaint remains unaddressed or no intimation of redressal of the complaint is received within the period specified, such consumer may prefer an appeal to the Appellate Authority of the concerned service provider for redressal of his complaint.
(c) Accordingly all complainants have to approach to their service providers 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.
2. Public Grievance Cell in DoT
(a) However, in case a 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), along with all documentary evidence(s) for non-redressal of his grievance at concerned Service Provider level.
(b) Complainants are advised to use an online platform, Centralised Public Grievance Redress and Monitoring System (CPGRAMS) web portal http://www.pgportal.gov.in for registering their grievance. Any grievance sent by e-mail may not be attended to/entertained
(c) The status of the grievance filed in CPGRAMS can be tracked with the unique registration ID provided at the time of registration of the complainant. CPGRAMS also provides appeal facility to the citizens if they are not satisfied with the resolution by the Grievance Officer.
(d) Issues which are not considered as grievances :
- RTI Matters
- Court related / Sub-judice matters
- Religious matters
- Suggestions
- Grievances of Government employees concerning their service matters including disciplinary proceedings etc. unless the aggrieved employee has already exhausted the prescribed channels keeping in view the DoPT OM No. 11013/08/2013-Estt.(A-III) dated 31.08.2015.
(e) The complaint so registered is forwarded to the concerned service provider / subordinate organization(s) and / or to the concerned unit in DoT with an advice to take appropriate action in the matter and to inform the complainant regarding the action taken towards the redressal of grievance.
(f) The grievance is to be redressed by concerned service provider/ concerned forwarded organizations only. PG Cell of DoT acts only as a facilitator in the redressal process and is not vested with any powers to penalize the service provider for not redressing the grievance to the satisfaction of the complainant or for delay in redressing the grievance.
(g) Contact details of Public Grievance Cell in DoT Public Grievances wing, Department of Telecom, Room No. 603, Mahanagar Doorsanchar Bhawan, Old Minto Road, J. L. Nehru Marg, New Delhi 110002 Phone No 011- 23221166, 1063 (Toll Free)
DOTEL/R/E/20/01027/1
To
The Central Public Information Officer (CPIO),
Department of Telecommunication (DOT)
New Delhi 110001
1.FULL NAME OF THE APPLICANT: Amit Sharma S/o Shri Kewal Krishan Sharma
2.ADDRESS OF THE APPLICANT: BLOCK: C-4-D, FLAT No. 12-C, Janak Puri, New Delhi 110058
3.EMAIL ADDRESS, IF ANY: amitysharma[at]gmail[dot]com
4.TELEPHONE NO. AND/OR MOBILE NO.: 9871244722
5.DETAILS OF INFORMATION SOUGHT:
I, Amit Sharma S/o Shri Kewal Krishan Sharma, i.e. RTI Applicant herein earnestly requesting the Honble CPIO DOT to kindly facilitate him (the applicant) on this RTI Application by providing information pointwise. Also, the RTI Applicant would like to request the Honble CPIO to please supply information in necessary coordination and consultation with concerned departments under Section 6(3) of RTI and as per the DOT Guidelines, Standards, Instructions, and Procedures on the documents and records.
REQUESTING YOUR HONOR TO KINDLY BE GRACIOUS ENOUGH TO PROVIDE INFORMATION POINT WISE AS SOUGHT BY THE RTI APPLICANT:
a. Please provide details of Telecom service provider customer rights as per DOT Procedure, Guidelines and Standards while seeking he / she is seeking his/her own call data records (CDRs) including tower location details.
b. Please provide DOT process according to which a Telecom service provider customer can seek his / her own call data records (CDRs) details including tower location details.
c. In case the individual (customer) of a telecom service provider being refused by Service Provider / DOT / TRAI / Law Enforcement Agency to get his/her own call data records (CDRs) then will it not be a violation of consumer rights, fundamental rights as well as human rights. Please provide answer in reference to the documented procedure if any available otherwise, please specify that there is no such procedure available with concerned department on consumer rights.
d. Please specify the process that indicate DOT concerned with individual (customer) on their CDRs storage and its management to protect customer rights to get information on CDR as per DOT Guidelines, Standards, Instructions, and Procedures.
6.DOES the INFORMATION SOUGHT FALL UNDER SECTION 8: Information sought by the RTI Applicant does not fall within the exemptions contained in Section 8 of the Right to Information Act, 2005 and to the best of his knowledge it pertains to the concerned CPIO office.
7.DETAILS OF FEE DEPOSITED: Online Fee of Rs. 10 (Ten) paid.
8.DOES THE APPLICANT BELONG TO BPL CATEGORY: YES/NO: No
9.WHETHER THE INFORMATION IS REQUIRED TO BE PROVIDED BY POST OR IN PERSON: Speed Post
10.KINDLY REPLY IN ENGLISH AS DEFINED IN SECTION 6 (1) OF RTI ACT 2005.
I AM A CITIZEN OF INDIA AND ENTITLED TO GET THIS INFORMATION AS A RTI APPLICANT AND CITIZEN OF INDIA.
PLACE: New Delhi Amit Sharma
The information provided by the CPIO in respect of the above RTI application on 14.10.2020(online reply) and 04.11.2020(by speed post) as follows: "The information in respect of the RTI Application pertaining to this CPIO is as follows : (i) In respect of Call Details Record, it is intimated that as per Licensing Condition No.39.20 of the Licence Agreement for Unified License, all the Telecom Service Providers have to preserve the CDRs at least for one year for scrutiny by the licenser for security reasons. Licence Agreement of Unified License can be downloaded from the DoT Website from the following URL: Download The file ( bytes) 
The License condition do not madate Telecom Service Providers(TSPs) to provide CDRs to the general public. CDRs are provided by the TSPs to the Law Enforcement Agencies & to various Courts upon their requests/directions. (ii) In respect of the itemised billing needs of the subscribers, Telecom Regulatory Authority of India (TRAI), in its Telecom Consumers Protection Regulations, 2012 has mandated Telecom Service Provider (TSPs) to provide itemized billing of all chargeable calls/SMS/VAS, etc., on demand/request of the subscriber for his own number after taking applicable charges as per TRAI orders. The itemized billing is to be stored by the TSP for at least 6 months and is to be provided within 1 month after receipt of request from subscriber."
A suitable reply has been provided by the CPIO.
DOTEL/R/T/20/00297
Provide the information under RTI Act, 2005:
I had one Airtel prepaid sim card. Due to the mobile issue, I have not used my sim card for 2 months but after 2 months when I tried to use my sim card again. It showing that the sim card is invalid. I asked the customer care they said that they had allotted my sim card to another customer. I lodge a complaint on 08/01/2019 on NCH (National Consumer Helpline Portal) and grievance number is 1092008 and In response of my complaint, Airtel responded that it is their Terms & Condition.
But my concern is how the company allotted one customer number to another customer without informing the customer. At the time of sim purchasing dealer or company not informed me regarding the terms and conditions. They should need to inform the same to the customer. Company should
Another thing is the customer adds his phone number in his bank account and sometimes he creates many e-wallet accounts with the same number and even I have created my Paytm account with the same number and I have done KYC with my aadhar card. And with one aadhar card, no e-wallet allows you to do KYC twice. So why Airtel allotted my number to another customer. In this case, a person can misuse the number of other customers. Please give me clarification on this.
I am also attaching the supporting documents for the same. And please revert back on this as soon as possible.