(a) whether the Government has received complaints regarding the poor telecom services
provided by the Government/Private telecom operators both in the fields of Landline and Mobile
telephone services, leading to harassment of subscribers in the country;
(b) if so, the number of complaints received alongwith the number of complaints out of them
disposed of during the last three years and the current year; and
(c) the action taken/being taken by the Government in the regard?
THE MINISTER OF STATE IN THE MINISTRY OF COMMUNICATIONS AND INFORMATION TECHNOLOGY
(SHRI JYOTIRADITYA M. SCINDIA)
(a) Yes, Sir.
(b) The number of complaints received and the number of complaints disposed of during the
last three financial years in Deptt. of Telecom are 5s10,813 and 5,07,786 respectively. The
number of complaints received from 01.04.2008 to 30.09.2008 is 120153 and 120063 complaints
out of them have been disposed of These include individual complaints as well.
(c) With a view to improve quality of service Govt. is promoting the extensive use of
wireless technologies in access network.
TRAI has notified the following Directions/Regulations to the service providers to address the
major issues related to consumers;
# 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.
# Quality of Service (code of practice on metering and billing accuracy) Regulation,
2006 on 21st March 2006.
# 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.