What May Be Done?

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.