In an effort to initiate a process of empowering subscribers with a proposal that operators be mandated to adhere to quality of service (QoS) norms, the Telecom Regulatory Authority of India (TRAI) has proposed an institutional mechanism for the redressal of consumer grievances.

The regulatory body has sought the views of consumers and other stakeholders on the institutional mechanism, which would be set up to meet the needs of the consumers.

Consumers may contact the call centre of service provider on toll-free number at the first instance for redressal of their grievances. All complaints, pertaining to fault/service disruption, shall be attended within 3 days and all other complaints shall be attended by the call centre within 7 days, subject to time limits laid down in regulations on quality of service.

In case the consumer is not satisfied with the redressal of his grievance at the call centre level or in case the call centre, within the above time limit, does not attend to the complaint, he may approach the nodal officer for redressal of his grievance.