Create Consumer Awareness Programmes Under New Framework Of Unwanted Telemarketing Calls, SMS: COAI To TRAI

Cellular Operators’ Association of India (COAI) has asked the Telecom Regulatory Authority of India (TRAI) to roll out focused consumer awareness campaigns around the new framework which flags troublesome telemarketing calls, reports The New India Express.

On 6 August, the regulator directed telecom operators to submit a status report of complaints regarding such calls every month, starting from September. The move from TRAI comes to intaite monitoring system from a framework which will keep a check on unwanted telemarketing calls and messages.

“It is important that customers know how the mechanism will work. TRAI should come out with customer advocacy campaigns to create awareness around the same, to make the process effective,” PTI quoted COAI Director General Rajan Mathews.

The initiatives will need to focus on how the ‘do not disturb’ mechanism will work, and inform consumers of their rights while also explaining them the process to register preferences and report complaints. He added the TRAI could use the consumer education and protection fund for the same.

According to the new framework, companies need to provide the number of complaints received, complaints pending resolution, complaints rejected on account of lack of details, complaints found valid after investigation. Failing to do so, check unwanted calls and SMS menace will mean a stiff penalty for the operators.