Send notice and file consumer complaint against airtel
No mobile network international roaming
Hello, I need suggestions on my options dealing with pathetic customer support of Airtel. To give you some background, I am currently out of India and had an international roaming service activated which was working fine until last month. For the past one month I have been following up with customer support on this issue and I keep getting a standard response that the problem will be resolved in next 24 to 48 hours. I have also written several emails to nodal officer but that did not help either. What are my options to have Airtel resolve this ASAP? I understand there are challenges trying to get this done from outside of India but I dont see any efforts made by Airtel on this.
Asked 2 years ago in Consumer Law
7 Answers
The TRAI Act, 1997 does not envisage handling of individual consumer complaints by TRAI. As per the Telecom Consumers Protection and Redressal of Grievances Regulations, 2007, in case a consumer has a complaint, the first step is to register the complaint at the toll free Call Centre number of the service provider and obtain a docket number, confirming registration of the complaint.
Q 2. What is the time limit for redressal of complaints at the Call Centre?
A.The Call Centre has to redress the complaints as per the provisions in the QoS Regulation where no parameters are prescribed, complaints relating to faults/disruption of service have to be rectified within 3 days and all other complaints with 7 days.
Q 3. If the complainant is not satisfied with the redressal of the complaint at the Call Centre level, who should be contacted?
A.The complainant should contact Nodal Officer of the service provider and lodge his grievance. The contact details of a Nodal Officers are available on the service provider’s web site. These are also available on TRAI’s website under the caption ‘Consumers….. Information’. The contact details can also be obtained from the Call Center.
Q 4. What is the time limit for redressal of a complaint by the Nodal Officer?
A.Complaints relating to fault or disruption of service or disconnection of service shall be redressed within three days from the date of registration of complaint. All other complaints shall be redressed within ten days from the date of registration of complaint. If the Nodal Officer does not resolve the grievance satisfactorily, one can appeal to the appellate authority of the service provider in the prescribed form.
When you are back in India please give the record of non availability of service during your stay in US.
YOU CAN FILE COMPLAINT IN DISTRICT CONSUMER COMMISSION FOR DEFICIENCY IN SERVICE BY THE AIRTEL AND CLAIM THE DAMAGE AND INCONVENIENCE FROM THE COURT BASED ON YOUR VALUE OF DAMAGE YOU CAN ALSO CLAIM THE LEGAL CHARGES FOR FILING THIS COMPLAINT.
You need to file a complaint with the consumer forum and ask for adequate compensation for deficiency of service, through a lawyer.
This is clear case of deficiency of service. You can file a complaint in District Consumer Commission under new Consumer Protection Act, 2019 through GPA executed abroad in favour of your friend/relative who do all formalities for you. As you have communicated your problem to service provider, notice is not required. Under new Act proceedings are very fast. You will get relief with compensation.
The lethargic attitude of the customer service of not only Airtel but various other such utility service providers are very poor and cannot be made alright due to the lethargic and reluctant attitude maintained by the customer service staff and the supervisors who were supposed to ensure a proper and effective service.
The email correspondences will not yield any response or relief to the problems you face.
In such an event you may either be prepared a long and stretched legal battle through consumer forums for their lethargic and deficient service towards the customers or you can shift to some other service provider.
If you don't get any response to your plenty of attempts then it is for sure that you cannot get any response for all your efforts in future too, therefore better you may first issue a legal notice to the company and demand explanation as well as compensation towards the damages or loss you suffered due to their poor and deficient service.
Dear Client,
As per the facts which have been provided, you can file a complaint in the Consumer Complaints Court.
Thank You.
