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Cell users can approach appellate authority if unsatisfied: TRAI


Sajib Nandi

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Sajib Nandi

Reported by Timesofindia.indiatimes.com on Jan 28, 2015

Cell users can approach appellate authority if unsatisfied: TRAI - The Times of India

 

With a view to make the telecom customers aware about their rights and privileges, the Telecom Research Authority of India (TRAI) conducted Telecom Consumer Outreach Programme at Dr Vasantrao Deshpande Hall recently.

 

Advisor to TRAI and regional head for Maharashtra, Karnataka and Kerala, IRS Sibichen K Mathews, explained the roles and functions about regional office and initiatives taken for telecom consumer protection. He also deliberated on various TRAI regulations, which inter alia include Mobile Number Portability (MNP), Unsolicited Commercial Communications (UCC), Value Added Services (VAS), and Complaint Redressal Mechanism.

 

While giving the information of TRAI rules, he further talked about how to initialize a complaint redressal process in which subscriber has to call customer care of their service provider to register their complaint. "Customers can approach appellate authority if they're not satisfied. They can even visit the portal - www.tccms.gov.in - where they can locate customer care number, general information number, contact details of the complaint centre and appellate authority of the service provider," he said.

 

Talking about MNP, Mathews said the mobile users can move from one service provider to another service provider without changing their previous number. "Under MNP, the customer is also eligible to make a porting request only after 90 days from the activation date. For that, he only has to send a SMS along with PORT (10 digit number) to 1900. After sending the message he will get a UPC code which is valid for 15 days and within that time his request should be processed.

 

Mathews also explained various procedures to stop unwanted commercial SMS through unsolicited commercials communications (UCC) option. "To benefit from UCC one has to register his preference by sending SMS or call to 1909. After a period of seven days from the date of registration, he would cease to receive advertisements as per preference. If the commercials still continue, he can lodge a complaint at 1909 within three days of receipt."

 

GUIDELINES FOR CUSTOMERS

 

* Visit www.tccms.gov.in for locating customer care number and other info

 

* Under MNP, make a porting request after 90 days from activation date

 

* To benefit from unsolicited commercials, register preference by sending SMS or call to 1909

 

* If commercials still continue, lodge a complaint at 1909 within three days of receipt

 

* Deactivate any VAS at any time through toll free number 155223

 

* Cable TV network digitization to provide various VAS including broadband

 

* A tariff plan offer shall be valid for six months

 

* Billing complaints should be resolved within four weeks

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