The Hindu : National : TRAI warns telecom firms

Online edition of India's National Newspaper
Wednesday, Aug 22, 2007
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TRAI warns telecom firms

Sandeep Joshi

NEW DELHI: The Telecom Regulatory Authority of India (TRAI) has warned all telecom companies providing fixed-line phones not to charge subscribers separately for rectifying any interruption in the service.

The directions came after private telecom company Bharti Airtel sought the TRAI’s permission for levying separate charges for rectifying defects in network.

Terming this step of the companies as “anti-consumer,” the TRAI has stated that “as per the terms and conditions of the licence issued to the service providers, the responsibility for maintaining the performance and quality of service standards rests with the service providers and they must ensure an uninterrupted service with the quality standard prescribed by the TRAI.”

It further noted that the customer does not choose the quality of material being used in the network by the company and is not responsible for the bad workmanship in the cable or wire. The customer has no say in determining the quality of the network elements.

“The terms and conditions of the licence impose an obligation to provide transmitting and receiving uninterrupted two-way speech and ensure continuity of service to its customers. The service providers are expected to maintain quality of service,” the TRAI said. Rectifying such interruptions are matters relating to service and its quality and customers cannot be charged for it.

The TRAI gave this direction after examining Bharti Airtel’s tariff reports proposing additional charges for rectification of defects and levying visiting charges.

The TRAI held that such tariff packages are anti-consumer and cannot be permitted.

“There is no justification for any such charges where the upkeep of the services is an integral part of the service itself. Such unjustified charges are detrimental to telecom consumers,” it added. The TRAI has also asked the telecom company to refund such charges recovered, if any, from subscribers and has given a week’s time to report.

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