ET Explainer: How complaints will be dealt with under Telecommunications Act
Telecommunications Act 2023 has beefed up the dispute resolution framework by ringing in an online grievance redressal system. The objective is to speed up resolution of disputes between telcos and consumers and make the redressal process transparent. Post-inquiry, a telco in breach of licence/service terms, can face stiff penalties, cancellation of spectrum holdings, service restrictions or even be barred from offering telecom services, depending on the gravity of the contravention.
Here’s an ET Explainer by Kalyan Parbat on the key players and how the grievance redressal system will work.
How will the online grievance redressal system work and who are the key players?
The Centre will appoint an Adjudicating Officer (AO) not below joint secretary rank to conduct an inquiry to resolve disputes between telecom service providers and consumers. It will also establish a separate Designated Appeals Committee (DAC), comprising officers at the rank of additional secretaries.
People aggrieved by an AO’s order can move the DAC. Anyone aggrieved by the DAC order, in turn, can move the telecom tribunal, TDSAT. The AO and DAC will function as digital offices, in that their operations will be fully online.
Any telco involved in a dispute will have to participate in the grievance redressal process.
What exactly would an AO do? If the licence/service terms under the Telecommunications Act are found to have been breached by a telco, an AO initially issues a notice to start an inquiry. The AO can, subsequently, pass a written order, mandating course correction.
