As per the latest report by TRAI, customers of Vodafone, Idea Cellular, Tata Teleservices Airtel & BSNL in some circles have reported maximum discrepancies in their phone bills. TRAI guidelines suggests that, not more than 0.1% of the total bills raised by a company in a service area should be disputed.
However, 0.18% postpaid customers of Vodafone customers in Andhra Pradesh, 0.33% in Assam and 0.24% in North East telecom service area, disputed their bills as per TRAI’s latest report on ‘Indian Telecom Services Performance Indicators for June-September 2014.’
0.19% of postpaid customers of Idea in Andhra Pradesh, 0.11% in Gujarat and 0.13% in Kerala, complaint about their phone bills.
Over 1% of prepaid customers of state run BSNL raised issues in Kolkata and 0.24% in West Bengal raised issue regarding their bills.
As per TRAI guidelines, if a customer raises any dispute regarding their bill, companies must resolve the issue within four to six weeks to 100% satisfaction of the customer.
Tata Teleservices failed to resolve billing dispute in it’s four service areas: Mumbai and Maharashtra (for CDMA and GSM services), Kolkata (for CDMA services) and Tamil Nadu (for GSM services).
BSNL was unable to resolve billing dispute within four weeks in 10 out of 22 telecom circles in the country which include Bihar, Kolkata, North East, Odisha, UP West and West Bengal. Airtel and BSNL failed to refund charges levied wrongly on consumers within TRAI benchmark of 1 week from the date complaint is resolved.
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