The Telecom Regulatory Authority of India is considering setting up a new system involving an ombudsman to address users’ service quality complaints. Trai may seek feedback from consumers on establishing the new mechanism, PTI reported.

Trai Chairman RS Sharma said, “The current system of complaint resolution is not effective...It is an unhappy situation.” He added that they will release a consultation paper in a fortnight to mull a strategy to improve the present consumer grievance redressal system.

Trai does not look into individual complaints. Instead, it forwards them to the telecom service provider concerned. Sharma said the regulator will look into establishing an automated mechanism like a technology-based platform. “We need to mull over whether an automated system, say a technology platform, can be used. We will have to see how technology can be leveraged to resolve complaints...We will invite suggestions on what should be an appropriate system,” he elaborated.