The telecommunications regulatory authority of India (TRAI) is planning to set up a grievance monitoring system for proper and effective redressing of complaints of customers. The Chairman of TRAI, Dr. J.S. Sharma has confirmed that the TRAI is considering introducing a grievance monitoring system to safeguard the interests of customers.

According to Dr. Sharma, the planned grievance monitoring system will be set up after the TRAI’s consultations with the service providers for protecting the interests of customers. The plan will not be executed through any 'heavy hand' rules, instead it will be aimed at a win-win situation for everybody, to serve customers in better way.  

Dr. Sharma has told that presently there is no such system for the protection of customers’ interest. Currently, telecos are looking into the customers’ complaints, which sometimes are either unaddressed or not properly addressed.

Dr. Sharma has also disclosed that the TRAI is also considering introducing portability in the direct-to-home services sector, similar to mobile portability, to boost the growth of the sector.

The TRAI Chairman has explained that currently subscribers pay for installation each time they switch their DTH service provider. The service providers do not allow using the set top box provided by one to access the services of the other. Often the excuse offered by the service providers is that they are using two technology platforms – MPEG2 and MPEG4 – which are not compatible with service of the other. Dr. Sharma has said that these issues will be looking into.    

Meanwhile, the TRAI has also reported that it is moving towards fixing tariff for cable TV services. According to the TRAI, before fixing tariff for cable TV services, it will have public opinion from all concerned – viewers and consumer advocacy groups – across the country as part of its pre-consultation process.