What May Be Done?

Consumer Voice - - This Is It -

ser­vice providers is con­sid­ered, the sce­nario is crit­i­cal in the case of BSNL, Re­liance and You Broad­band. At least 5 out of 10 cus­tomers of th­ese com­pa­nies claimed to have lodged com­plaints with their op­er­a­tors for some de­fi­ciency in the ser­vices, be it sig­nal avail­abil­ity, billing, speed, or over­all per­for­mance.

Here are a few steps that we rec­om­mend to our pol­i­cy­mak­ers as well as broad­band ser­vice providers: a) DoT and TRAI jointly set bench­marks for cus­tomer sat­is­fac­tion and cre­ate a process to au­dit com­plaint re­dres­sal mech­a­nism of all com­pa­nies. b) A sys­tem to in­cen­tivize the brands that of­fer bet­ter ser­vices and com­plaint re­dres­sal mech­a­nisms and pe­nal­ize those with the worst ser­vices. c) DoT and TRAI pro­vide as­sis­tance to con­sumer bod­ies and other cred­i­ble agen­cies to con­duct con­sumer sat­is­fac­tion sur­veys to keep them­selves up­dated on how com­pa­nies are en­gag­ing with their con­sumers.

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