The Telecom Regulatory Authority of India (TRAI) has given the extended time of two weeks for the solution of consumer complaints relating to billing and charging. Earlier, the regulator indicated that all the complaints pertaining to charging and billing should be settled within the span of four weeks. But now it has given relief to the operators by relaxing the time limit to six weeks.
As reported by PTI, the regulator stated, “The Authority after considering the views of service providers has decided to rationalize the benchmark to 98 per cent or more within 4 weeks and 100 per cent within 6 weeks, providing leverage for unforeseen cases.”
TRAI also said that the operators were not able to achieve the 100 percent mark due to some unforeseen reasons. Therefore, the regulator has increased the time limit giving them an opportunity to resolve all the issues. Moreover, the authority has also revised the ‘the standards of quality of service of basic telephone service (wireline) and cellular mobile telephone service regulations, 2014’ for the purpose. The regulator has also recommended that, 95 per cent or more calls from customers should be answered within 90 seconds. The earlier benchmark was 90 per cent calls within 60 seconds.