NEW DELHI: The department of telecommunications (DoT<\/a>) has directed all carriers to address public grievances within a month's time, a move that is set to help consumers having filed complaints on issues such as call drops. 所有的军官和员工应该敏感使用技术提高效率或效率,点补充说,所有的努力都应该纠正公众投诉收到通过各种途径包括CPGRAMS 30天内。 新德里:电信部(点)已经指示所有运营商解决公众不满一个月的时间内,此举将帮助消费者提起投诉电话等问题上滴。
The directions, issued on Wednesday, came after the issue was highlighted by the Prime Minister<\/a> in a meeting held in March on analysis of handling public grievances across ministries and sectors. The department highlighted in a note sent to all telcos and its circle offices that complaints coming to DoT through Centralized Public Grievance Redress and Monitoring System (CPGRAMS<\/a>) takes more than 60 days, and in some cases more than 180 days.
“This has been viewed adversely by higher authorities in various review meetings,” the DoT said in the notice.
“All telecom service providers are requested to try their best to redress the grievances well within the time frame as specified in Trai<\/a> (Telecom Regulatory Authority of India) regulations or within a month time as desired by the Hon'ble Prime Minister,” the department said in a direction to all telcos.
“If any case is taking more than specified time of one month, then proper reason\/ explanation of delay and expected time to redress the grievance should be intimated to the complainant and a downloadable copy of intimation may be uploaded to CPGRAMS,” it added.
In a another step to resolve consumer complaints, the Telecom Commission - the highest decision making body in the telecom ministry - has cleared a proposal for creation of an ombudsman under the sector regulator. The department gets about 10 million grievances and complaints per quarter. As per the current mechanism, operators internally deal with complaints after which it comes to the grievance redressal of DoT. The department has not found this method to be fully satisfactory.
All officers and staff should be sensitised to improve the effectiveness or efficiency by using technology, DoT said, adding that all effort should be made to redress public complaints received through various means including CPGRAMS within 30 days.
CPGRAMS is one of the government’s initiatives for the reformation in governance through addressing the grievances of general public started in 2007, which takes complaints on its online portal from people across sectors. For the year 2018, more than 9 lakh complaints have been made using the portal of which 8.23 lakh have been disposed.
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点要求电信公司在一个月内解决消费者投诉
周三发布的方向,之后所反映出的问题总理在3月举行的一次会议上处理公共不满跨部门和部门的分析。国务院在一份报告中强调了发送到所有电信公司和它的圆办公室投诉来点通过集中公共申诉赔偿和监测系统(CPGRAMS)需要超过60天,在某些情况下超过180天。
“所有的电信服务供应商要求尽最大努力纠正不满中指定的时间框架内火车(印度)的电信管理部门规定或根据需要一个月时间内鸿'ble总理”部门在所有电信公司方向。
“如果任何情况下超过指定的时间的一个月,然后适当的理由/解释延迟,预计时间应该暗示原告投诉的补救和暗示的可下载的副本可能是上传到CPGRAMS,”它补充道。
另一个步骤来解决消费者投诉,电信委员会——电信部门最高决策机构——提出了一个建立监察专员根据部门的监管机构。部门每季度大约1000万的不满和投诉。按目前的机制,运营商内部处理投诉后的申诉调整点。部门没有发现这种方法是完全令人满意。
所有的军官和员工应该敏感使用技术提高效率或效率,点补充说,所有的努力都应该纠正公众投诉收到通过各种途径包括CPGRAMS 30天内。
CPGRAMS是政府治理的改革举措应对公众的不满开始于2007年,以在其在线投诉门户从跨部门的人。2018年,超过9十万的投诉已经使用的门户网站8.23十万的处理。
NEW DELHI: The department of telecommunications (DoT<\/a>) has directed all carriers to address public grievances within a month's time, a move that is set to help consumers having filed complaints on issues such as call drops.
The directions, issued on Wednesday, came after the issue was highlighted by the Prime Minister<\/a> in a meeting held in March on analysis of handling public grievances across ministries and sectors. The department highlighted in a note sent to all telcos and its circle offices that complaints coming to DoT through Centralized Public Grievance Redress and Monitoring System (CPGRAMS<\/a>) takes more than 60 days, and in some cases more than 180 days.
“This has been viewed adversely by higher authorities in various review meetings,” the DoT said in the notice.
“All telecom service providers are requested to try their best to redress the grievances well within the time frame as specified in Trai<\/a> (Telecom Regulatory Authority of India) regulations or within a month time as desired by the Hon'ble Prime Minister,” the department said in a direction to all telcos.
“If any case is taking more than specified time of one month, then proper reason\/ explanation of delay and expected time to redress the grievance should be intimated to the complainant and a downloadable copy of intimation may be uploaded to CPGRAMS,” it added.
In a another step to resolve consumer complaints, the Telecom Commission - the highest decision making body in the telecom ministry - has cleared a proposal for creation of an ombudsman under the sector regulator. The department gets about 10 million grievances and complaints per quarter. As per the current mechanism, operators internally deal with complaints after which it comes to the grievance redressal of DoT. The department has not found this method to be fully satisfactory.
All officers and staff should be sensitised to improve the effectiveness or efficiency by using technology, DoT said, adding that all effort should be made to redress public complaints received through various means including CPGRAMS within 30 days.
CPGRAMS is one of the government’s initiatives for the reformation in governance through addressing the grievances of general public started in 2007, which takes complaints on its online portal from people across sectors. For the year 2018, more than 9 lakh complaints have been made using the portal of which 8.23 lakh have been disposed.
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