11/06/2014
Telecom services are being provided in the country by Government PSUs viz. MTNL/BSNL & Private service providers. These companies are having their own consumer grievances redressal mechanism which is primarily responsible for redressal of all types of complaints of their consumers.
All the complainants have to approach their service provider for redressal of their grievances through “Two Tier Institutionalized Grievances Redressal Mechanism” of the concerned Service Provider established by it under Telecom Consumer Complaint Redressal Regulations, 2012 (1 of 2012) of TRAI issued on 05th January 2012 and amendments thereto.
However, in case the grievance is not redressed even after exhausting the procedure as prescribed above, an individual complainant of Kerala Service Area, without prejudice to his right to approach an appropriate Court of Law, may approach Public Grievance Cell of Department of Telecommunications (DoT), Kerala along with all documentary evidence(s) for non-redressal of his grievance at concerned Service Provider level . He may submit grievance preferably through email to [email protected]
The grievance is to be redressed by concerned service provider/subordinate organisation only. PG Cell of DoT Kerala acts only as a facilitator in the redressal process and is not vested with any power to penalize the service provider for not redressing the grievance to the satisfaction of the complainant or for delay in redressing the grievance.
In case complainant is not satisfied with the decision taken by service provider or delay in redressal of grievance at any point of time / stage in the above process, the complainant is free to approach an appropriate court of law/ any other appropriate forum against the concerned service provider.
