According to a recent report from the Telecom Regulatory Authority of India, the customers of Vodafone, Idea Cellular, Tata Teleservices and BSNL faced the maximum number of discrepancies in their phone bills. As per the guideline formulated by TRAI, not more than 0.1% of the total bills raised by a company in a service area should be disputed.
On other hand, the Vodafone postpaid subscribers in the region of Andhra Pradesh reported 0.18 percent discrepancies in their bills. The percentage increased to 0.33 percent in the region of Assam and 0.24 in the North East telecom service area which covers six states. The postpaid users of Idea Cellular reported 0.19 percent disputed bills in Andhra Pradesh, 0.11 percent in Gujarat and 0.13 percent in Kerala. Over 1 percent complaints were registered by the prepaid customers of BSNL in Kolkata and 0.24 percent bill disputes in the West Bengal circle.
According to the guidelines set by TRAI, if a customer raises any complaint related to the bill, then the operator must resolve it within the time period of four to six weeks and to with 100 percent satisfaction of the customer. BSNL turned out to be incompetent in resolving the dispute within the time frame of 4 weeks in 10 of the telecom circles consisting of Bihar, Kolkata, North East, Odisha, UP West and West Bengal.
Along with this, Tata Teleservices also failed to resolve the matter related to billing dispute in its four telecom circles Mumbai and Maharashtra for both CDMA and GSM services, Kolkata for CDMA and in Tamil Nadu for GSM services. The telecom operators Airtel and BSNL also turned out to be incompetent in refunding the charges levied wrongly on consumers within TRAI benchmark of 1 week from the date complaint is resolved.
Airtel was also found breaching the guidelines of the same in Delhi and Chennai.