Concerned over increasing number of complaints about call drops and network congestion, among others, telecom regulator TRAI has written a letter to heads of leading operators, including Sunil Mittal and Anil Ambani, to know what’s being done to remedy the same.
“I am writing to you personally on a subject that I feel has assumed a proportion requiring your personal attention,” TRAI Chairman J.S. Sarma said in a letter to the heads and Chief Executives of leading telecom service providers.
Besides Sunil Mittal (Bharti Airtel) and Anil Ambani (RCom), Sarma has written to Sanjeev Aga of Idea, Anil Sardana of TTSL, Marten Pieters of Vodafone, Kuldip Singh of MTNL and Kuldeep Goyal of BSNL.
He, however, chose not to send letters to the new operators as they are still in the process of optimising their networks and have very low subscriber base.
Sarma’s missive comes in the wake of inadequate response from companies to complaints from subscribers.
TRAI looks at various parameters to define quality of services by the operators. These include accessibility of call centres, response time to the customers, call drops, voice quality and network congestion.
“I keep getting letters regularly from telecom subscribers expressing their frustration at the inadequate and sometimes ‘nil’ response from your call centres as well Nodal Officers/Appellate Authorities to their complaints,” he said in his letter.