My respect for the Telecom Regulator of India is at an all time high. If there was a government body immune to corporate lobbying, it appears that TRAI is that body. The people in the organization have always put the consumer's interests before the corporate interests which has played an integral role in the Indian telecomm success story. In the first week of this year, the regulator announced a set of regulations for the operators to follow. These policies were designed keeping in mind the end consumer and one of the more interesting directive were around handling customer complaints. The telcos had to setup toll-free customer care centers, log complaints and follow up on the complaints through SMS. (I listed the specifics in this post.) While we have not heard a lot from the operators on this, TRAI has gone ahead and launched The Online Telecom Consumers Complaint Monitoring System or the TCCMS.
The TCCMS is a very simple website. The website does not require any login and readily offers information to the customer. Here's a quick walk through of the website:
The home page at tccms.gov.in
If you have to file a complaint you click on Query from consumers and you're taken to a page to select your operator:
The last question here is the important one. If you have not filed a complaint with the operator, the website will give you the information needed to file one:
And in case you have filed one and haven't heard back or are just annoyed at your operator, you can select No and the website will let you file a complaint with the Appellate Authority:
For what it's worth, TRAI, I love you guys.