The Telecom Regulatory Authority of India (TRAI), is considering to rein in international SIM card and global calling card companies in near future. Businesses in the above category, if fail to provide ceaseless and impeccable service to their customers round the clock, will be prosecuted and may even have to refund their customers.
Complains had been brewing that services of most international calling card companies and global SIM card providers often fail to meet even the minimal expectations of customers. The SIM card companies cite lots of reasons behind this inconvenience. But, eventually, it’s customers, who end up as loser by paying in advance and then receiving poor or low-quality service in return of their hard-earned money. In order to do away with this menace for once and for all, TRAI is planning to slap hefty compensations on the carriers that fail to provide the expected quality of service. However, it is still in form of a proposal and its implementation will only come into effect, once the Department of Telecommunications, under the Union Government of India, accepts it.
Poor state of affairs at the ground level
It may be recalled in this context, TRAI initiated an SMS-based survey in the recent past to determine the level of customer satisfaction on international SIM cards and global calling cards. Half the consumers, who responded to it, mentioned their displeasure over the poor-quality services they usually receive from the international mobile careers. The move mentioned above is also an attempt by the regulatory body to address consumers’ grievances that have been accumulating over the years now.
Details of the reform
The reform proposal has the following salient features:
As already mentioned above, the service providers will have to give refunds to prepaid consumers and compensation to post-paid customers in cases of service disruption.
The government body also plans to put up a monitoring system to check the activities of these businesses on regular basis.
To address consumers’ grievances, it is also considering to direct the service providers to open up 24-hour call center support.
To facilitate better coordination among all the stakeholders over these issues the regulatory body has scheduled a meeting on June 15.