How to complaint against your Mobile Operator and get solutions effectively

This is further to my previous post on how cumbersome it is to avail mobile and telecom services in India .. I thought it is necessary to share information on

HOW TO PLACE A COMPLAINT AGAINST YOUR TELECOM OPERATOR AND GET YOUR ISSUES RESOLVED !

The biggest irony of Consumerism in India is that, while nothing can ensure the QoS (Quality of Services) provided by various enterprises, there are a lot of terms and conditions with an added * which ensure customer loyalty and servility.

If you look closely to the Indian consumer-provider relationship, it will be difficult to understand who is servicing whom..?

In case of mobile services, Time and again, we all have been bugged by one or more of these problems..

• Unfair balance deduction
• Over Billing
• Services not activated
• Refund not sent..

There may be a lot of reasons that may prompt you to complaint against your operator.
But, you have a bigger reasons that prevent you from complaining..
We do not tend to complaint because:

• It seems tedious
• We do not have the time to visit offices/centres
• We seldom get actions...

And many times, we actually do not want to set our blood boiling for small amount of money.

If you are tired of calling the customer care without getting suitable resolution for your problem.. then here is what you can do.

How to complaint against Mobile Operator online, without much trouble !

The Telecom Regulatory Authority of India, TRAI has made it mandatory for mobile telecom 
operators to set up a two-tier Web-based system whereby customers can track the status of their complaints.

Here is how to get your problem solved effectively!

Initial Complaint of a Subscriber

1. Call Centre : 

• Explain your problem to the customer care executive. Be polite but strong do not use abusive words even if you are very very angry. Ask them to solve the issue right away.
• If the executive does not understand your problem, or is unable to take corrective action (which I am sure will happen) do not waste your time.... 

ask him to register a complaint and provide a complaint-ID-Number. 

• If he does not provide that... talk to his supervisor.. you will surely get a complaint-ID. ( unique docket number)

As per TRAI regulations, every complaint at the Customer care shall be registered by giving a unique docket number, which will remain in the system for at least three months. The docket number along with date and time of registration and the time limit for resolution of the complaint would be communicated to the consumer through SMS. The customer shall also be informed of the action taken through SMS.

Appellate Authority of mobile operator

If a subscriber is not satisfied with the redressal of his complaint, he can approach the next tier – the Appellate Authority for redressal of his complaints.  

• Once you get the complaint id, immediately mail the appellate authority..

You will find the email id on your operator's website 

• from personal experience.. first reply will be a template, that will ask you to visit their centre etc..
• reply strongly, ask to redress your grievance.

You will soon get a call from them and they will try to solve your problems.

FINAL STEP: SUBSCRIBER COMPLAINT TO TRAI

• If the problem still exists, you can appeal to TRAI. I know of these three IDs where you can forward your grievance 

  Ap@trai.gov.in, daca@trai.gov.in, pradvlegal@trai.gov.in

In the above manner you can get your problem solved from your desk, without going to any office or standing in queues!!