The Telecom Regulatory Authority of India (TRAI) has launched a centralised portal for consumers, to locate contact details of telecom operators’ customer care, general information helplines and of their respective appellate authority. The portal, which is being referred to as the Telecom Consumers Complaint Monitoring System (TCCMS) portal www.tccms.gov.in, by the TRAI, will only facilitate in connecting consumers with complaint desks of their telecom operators, and will not be involved in the process, except for monitoring the status of redressal of complaints filed by consumers.
The Telecom Regulatory Authority of India Act, 1997 does not mandate resolution or redressal of individual complaints by TRAI. But in January, TRAI had unveiled the Telecom Consumers Complaint Redressal Regulations, 2012 (pdf) to improve the existing mechanism of resolving consumer complaints against telcom operators. The Act has mandated telecom providers to facilitate a resolution center consumer complaints by the complaint centre and a Appellate Authority established by service providers.
TCCMS will facilitate telecom subscribers with —
- In locating the “Consumer Care Number”, “General Information Number” and contact details of the complaint centre and Appellate Authority of their service provider.
- In accessing the website of their service provider’s complaint monitoring portal to track the current status of their complaints or appeals lodged with their service provider complaint centre or Appellate Authority.