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The service provider shall terminate the connection within 7 days. They cannot charge rental or any other charges beyond the period of 7 days of request for closure made by the customer. Further, fresh bills shall be raised only after adjustment of the security deposit. The closure/ termination of service shall not be made conditional upon payment of dues/ bills/settlement of dispute. The outstanding amount of security deposits has to be refunded within 60 days of closure/ termination of service. In case of delay in refund beyond 60 days, a consumer is entitled to interest at the rate of 10% per annum for the number of days refund is delayed beyond 60 days.
A billing complaint (post-paid connections) and charging complaint (pre-paid connections) has to be resolved within 4 weeks. Any credit/ waiver/ adjustment, arising out of such resolution of complaint has to be made to customer's account within one week of resolution of the complaint.
The Call Centre has to redress the complaints as per the provisions in the QoS Regulation where no parameters are prescribed, complaints relating to faults/disruption of service have to be rectified within 3 days and all other complaints with 7 days.
Complaints relating to fault or disruption of service or disconnection of service shall be redressed within three days from the date of registration of complaint. All other complaints shall be redressed within ten days from the date of registration of complaint. If the Nodal Officer does not resolve the grievance satisfactorily, one can appeal to the appellate authority of the service provider in the prescribed form.
The TRAI Act, 1997 does not envisage handling of individual consumer complaints by TRAI. As per the Telecom Consumers Protection and Redressal of Grievances Regulations, 2007, in case a consumer has a complaint, the first step is to register the complaint at the toll free Call Centre number of the service provider and obtain a docket number, confirming registration of the complaint.