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Trai Lets Clients to Complain Via SMS/Mail

The Telecom Regulatory Authority of India (Trai) on Tuesday draft regulations advising to permit customers to file objections with telecom operators in person, via post or courier as well as through newer technologies like SMS and e-mail. Issued as part of draft regulations for adjusting the Telecom Consumers Complaint Redressal Regulations Act, 2012, the suggestion was after an immense number of people appealed that the access to complaint & appeal handling mechanism should be completed easier for consumers. Proposing the revolutionize, Trai said, "To deal with this issue, it is arranged through this amendment that the Complaint Centre shall also be available to consumers through SMS, e-mail, post and in person." The regulator has also advised in the draft that consumers should be allowed to appeal before the Appellate Authority, the top panel, via customer care number. The offer to let customers to appeal before the top panel via customer care number was made after Trai found that no appeals were received by appellate authorities if grievances weren't determined by customer care executives. The telecom regulator has tempted opinions of stakeholders on the draft changes by 14th of August this year.

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