As such it is facing ire from lot of telecom subscribers complaining about low service quality experience and Wrong billing with Telecom Operators and Mobile-VAS providers.The upcoming platform will first Direct the grievances received from new platforms to the respective service providers and if those service providers are unable to redress the grievance within a set time frame, TRAI appointed personnel’s will look into the problem.
The current problem ranges from opt-out activation of services by Out-Bond calls and IVR where many operators start automatic trial subscriptions for free to exorbitant or double charging by Telecom and Mobile-VAS operators.
TRAI would also heavily publicize its results of quality of services survey in the form of advertisements in print and online media to raise customer awareness.
Currently Telecom Operators and ISP has Nodal officer in place to redress problems on higher level but it is of no avail for general public. TRAI should instead focus on creating a grievances service like Banking Ombudsman by RBI, a service for speedy redressal of Customers grievances on a larger level for Telecom arena.