Karnataka survey flags widespread dissatisfaction with telecom grievance redressal, seeks stronger TRAI action

An independent consumer survey conducted across Karnataka has reported widespread dissatisfaction with telecom grievance redressal mechanisms and called for stronger regulatory intervention by the Telecom Regulatory Authority of India (TRAI).

The survey, conducted by Grahak Shakti and Coordinated Action of Consumer and Voluntary Organisations of Karnataka, advocating consumer rights, covered 16,045 respondents across the State. 

According to the findings, a large section of respondents expressed unhappiness with the services of telecom providers and the manner in which complaints are handled. Consumers believe service providers are not adhering to prescribed guidelines and are flouting rules, the report stated.

Network issues

Among the major grievances reported, network-related issues topped the list with 9,345 respondents citing poor connectivity or service quality. This was followed by spam calls (3,167), billing disputes (1,411), and other quality-of-service complaints (2,122).

The survey found that awareness of formal complaint escalation channels remains uneven. While 7,790 respondents said they had appealed under TRAI guidelines, 5,878 had not done so, and 2,377 said they were unaware of the mechanism.

On whether complaints were resolved satisfactorily, 6,778 respondents said yes, while 9,267 said their issues remained unresolved.

Many switched providers

When asked what they did after dissatisfaction with complaint resolution, 7,288 respondents said they changed telecom service providers through Mobile Number Portability. Another 3,926 approached District Consumer Redressal Commissions, while 2,456 said they did not know what to do. A further 2,375 respondents said they gave up pursuing the matter.

The report suggests that unresolved complaints may be pushing customers away from providers rather than encouraging institutional grievance resolution.

Demand for overhaul

A majority —  14,479 respondents — said a complete overhaul of the grievance handling system was necessary. Only 585 opposed the idea, while 981 were unsure.

The survey also found support for compensating consumers in cases of service deficiency. As many as 12,835 respondents backed compensation provisions, while 657 opposed and 2,553 were undecided.

On whether stricter action should be taken against telecom service providers, 15,987 respondents said yes.

Suggestions for reform

Respondents favoured decentralised grievance systems with regional access. The most preferred reform option, chosen by 9,179 respondents, was creation of TRAI regional offices with consumer groups participating at the appellate level.

Another 5,440 respondents favoured periodic Lok Adalats under the National Consumer Disputes Redressal Commission framework. Other suggestions included awareness seminars, stronger media campaigns, rating telecom operators through periodic reports, and petitions to the Union government.

Stronger law 

Somasekhar V.K., managing trustee of Grahak Shakti, said such surveys were periodically conducted to gather grassroots feedback from consumers.

The report recommended codifying grievance categories, fixing timelines for responses, imposing penalties for delays, and amending the TRAI Act to strengthen enforcement powers.

It also called for faster, easier and regionally accessible dispute resolution mechanisms involving regulators, service providers and voluntary consumer organisations.