Consumer Grievances in Telecom - Inputs needed on Solutions
Dear Friends,
Listed below are the key Root Causes listed by you for Consumer Grievances in telecom industry.
Please review them and identify solutions for them. Once that is done, we will compile the whitepaper for submission to the Consumer Bodies and Telecom Ministry.
I look forward to your inputs!
Rajendra Pratap Gupta
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Root Causes for Consumer Grievances in Telecom industry
1. Regulations from TRAI pretty loose
2. DoT is not adequately monitoring compliance of licensing requirements
3. Not enough towers installed
4. Government owned telecom companies still have the old working methodologies
5. The employees of government telecom operators are not customer focused
6. Tough competition forces them to take unethical decisions
7. Push from the higher management for higher revenues
8. BSNL and MTNL do not come under Consumer Protection Act
9. Mismanagement in MTNL and BSNL
10. Corruption
11. The cables and wires are not properly done at home connections. It is just tied to the trees and buildings around
12. The telephone posts are indiscriminately used by local cable operators
13. The wiring is old which leads to disturbance in the line
14. The numbers to be handled are very large but the infrastructure is not that strong
15. Telecom operators want to make money from anything and everything
Listed below are the key Root Causes listed by you for Consumer Grievances in telecom industry.
Please review them and identify solutions for them. Once that is done, we will compile the whitepaper for submission to the Consumer Bodies and Telecom Ministry.
I look forward to your inputs!
Rajendra Pratap Gupta
---------------------------------------------------------------------------------------------------------------------------
Root Causes for Consumer Grievances in Telecom industry
1. Regulations from TRAI pretty loose
2. DoT is not adequately monitoring compliance of licensing requirements
3. Not enough towers installed
4. Government owned telecom companies still have the old working methodologies
5. The employees of government telecom operators are not customer focused
6. Tough competition forces them to take unethical decisions
7. Push from the higher management for higher revenues
8. BSNL and MTNL do not come under Consumer Protection Act
9. Mismanagement in MTNL and BSNL
10. Corruption
11. The cables and wires are not properly done at home connections. It is just tied to the trees and buildings around
12. The telephone posts are indiscriminately used by local cable operators
13. The wiring is old which leads to disturbance in the line
14. The numbers to be handled are very large but the infrastructure is not that strong
15. Telecom operators want to make money from anything and everything
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Rightly said! I had similar experience. I had Broad Band from BSNL right from the day the same was introduced. Initially it was working good. But it had frequent breakdowns and when you need internet services it will not be available. You make a complaint and docket it. When no action happen, you call again the complaint you will find no complaint exist. It will show that the complaint already attended. Frustrated by the inaction by the BSNL last year (the line was dead for over 3 months) I dis-connected the Broad Band service. None even asked why I had taken the action. Now I am connected wireless through a private company and I am on 24x7 on internet.
Nov 27
We are getting much better service today that what Government run companies (BSNL or MTNL) provided. The hand sets we use are much better than the ones provided by the PSU. We are getting every thing at competitive prices. The STD charges and ISD charges are far lower. BSNL and MTNL are no longer the preferred service providers and are surviving by providing connectivity to the Government or Public Sector. Expansion of the network by the private companies has resulted in lowering of the cost of handsets and imrovement in their quality. We Indians have got addicted to subsidies and look up to the corrupt Government official and politicians and beg for every thing possible. We do not have the mindset to stand on our feet, walk with our head high and lead a life with dignity and self respect.
Nov 01
1) All telecom companies think that Customers are liars and they are incarnation of Raja Harishchandra. 2) They start new schemes without permission from customers.
Oct 03
If any MTNL lan number is not working since long but customer is made to pay rent every month after month despite complaints and reminders, there is no system or effort to find the root cause or rectify the problem when any bill is being showing minimum rental amount.
Sep 12
It is sure that cable operator tied there wire in electricity pole which is obstacle of electricity supply and may be short circuit of current supply.
Sep 11
