Trouble Ticket

Posted on | August 31, 2006 |

TRAI has come out with yet another directive aimed towards protecting the interests of the consumer.

TRAI has directed the operators to assign a unique docket number (trouble ticket number) for all service request calls made to the customer care helpline as well as special numbers for registering complaints and convey the same to the customer at the time of such call to handle consumer grievances better.

After consultations with the operators, TRAI has asked them to implement this directive before the end of 2006.

I failed to understand the reasons behind operators not assigning a trouble-ticket number at the time of registering complaints or service requests. All service oriented companies implement this simple method of handling grievances so that a particular request can be tracked and the service provider can be held accountable for non-resolution or delays.

Till today, across all operators, consumers have to depend on operator records without any proof of their complaints. So if you asked for deactivation of a service and its not done in time - you have no way to prove that.

I feel this single act of having a handle over requests will make the support departments more accountable and result in better grievance handling.

Kudos TRAI!

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