Telecom Consumers Complaint Redressal Regulation, 2012 Time taken for refund of Deposit after closures %age requests for Termination/Closure of service complied %age of calls answered by the operators (Voice to Voice) within 90 seconds Period of applying credit/waiver/adjustment to customer’sĪccessibility of call centre/customer care Resolution of billing/charging complaints Time Limit for service request or redressal of complaint/TRAI Benchmark %age of calls answered by the operator (Voice to voice) within 60 secondsĬ)Quality of service benchmarks as admissible to consumers for mobile services. (b) All cases of refund of deposits to be made within sixty days after closure. (a) All billing complaints to be resolved within four weeks. %age of calls answered by the operator (Voice to voice) within 90 secondsī)The bench marks as admissible to consumers for broadband service is as below.Īll cases within fifteen days (subject to technical feasibility). Time taken for refund of deposit after closureĪccessibility of call centre/ customer care Percentage of Billing Complaints resolvedĩ8% within four weeks and 100% within six weeks Time Limit for service request or redressal of complaintĪll cases within seven days (subject to technical feasibility)Īll the cases within five days for urban areas and all the cases within seven days for rural/ hilly areas. Thus these numbers also act as "General Information Numbers".īSNL is committed to provide state of the art Telecom services to its customers and comply with the quality benchmarks as prescribed by TRAI or set forth by itself from time to time.Ī)Quality of service benchmarks as admissible to consumers for Basic services (Wire line). Customer may dial these "Consumer Care Numbers" to obtain general information on the respective service. ![]() No.įor Basic Services including Broadband Services For this customer is required to call Local Number 198 for booking/ registration of his complaint/grievance.Ĭustomer may use following toll free "consumer care numbers" for booking their complaints atour Complaint Centers (Call Centers). BSNL has an extensive grass root level Fault Restoration System (FRS) to book the complaints and ensure prompt rectification of any fault. BSNL strives to provide uninterrupted telecom services to the valuable customers.
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