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New norms for telcos on dues recovery
Staff Reporter
NEW DELHI: The Telecom Regulatory Authority of India (TRAI) on Friday issued guidelines to all telecom service providers asking them to formulate a transparent policy on the mode of recovery of dues from their consumers. The fresh guidelines lay broad parameters and code of conduct to be adhered to by all service providers in respect of outsourced agencies engaged by them for collection of dues.
The move comes following consumers’ complaints to TRAI about the procedures being adopted by service providers for collecting dues.
To ensure effective complaint handling mechanism for billing complaints, telecom companies have been asked to publish the names and telephone numbers of their outsourced agencies and their authorised staff in their website. And before a collection case is given to an outsourced agency, advance intimation should be given to customers about it.
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