TRAI Theme Presentation

8/7/2019 TRAI Theme Presentation

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Consumer Awareness onConsumer Awareness on

Telecom IssuesTelecom Issues

Arun Mittal*Arun Mittal*Assistant ProfessorAssistant Professor

Birla Institute of TechnologyBirla Institute of Technology

Noida CampusNoida Campus

AA--7, Sector7, Sector--1, Nodia (UP)1, Nodia (UP)

*Terms & Conditions Apply*Terms & Conditions Apply


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Consumer Awareness onConsumer Awareness on

Telecom IssuesTelecom Issues

ArunArun MittalMittal**Assistant ProfessorAssistant Professor

Birla Institute of TechnologyBirla Institute of Technology

NoidaNoida CampusCampus

AA--7, Sector7, Sector--1,1, NodiaNodia (UP)(UP)

*Terms & Conditions Apply*Terms & Conditions Apply


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What is in PresentationWhat is in Presentation

Defining ConsumerDefining Consumer In Marketing SenseIn Marketing Sense

Consumer Protection Act 1986Consumer Protection Act 1986

Primary IssuesPrimary Issues Telecom Consumer LawsTelecom Consumer Laws

Telecom Consumer AwarenessTelecom Consumer Awareness

Why Consumer Awareness is an Issue ?Why Consumer Awareness is an Issue ? ComplaintsComplaints

RecommendationsRecommendations


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Primary IssuesPrimary Issues

There are two major issues concernedThere are two major issues concernedwith any product (goods/service)with any product (goods/service)

Availability of LawAvailability of Law

Awareness of LawAwareness of Law


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The basic Questions are:The basic Questions are:

We all are consumers butWe all are consumers but

How many of us know the legal definition ofHow many of us know the legal definition of

consumer ?consumer ?

How many of us are aware of RTI Act 2005How many of us are aware of RTI Act 2005

How many of us have ever used ConsumerHow many of us have ever used Consumer

Protection Act 1986Protection Act 1986

How many of us have visited the website of TRAI ?How many of us have visited the website of TRAI ?

How many of us have seen/read the TelecomHow many of us have seen/read the Telecom

handbook for Consumers ?handbook for Consumers ?


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ConsumerConsumer


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Who is a ConsumerWho is a Consumer

In marketing SenseIn marketing Sense

A Consumer is the person who enjoys the utilityA Consumer is the person who enjoys the utilityof a productof a product

Is there any legal definition of ConsumerIs there any legal definition of Consumer


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ConsumerConsumerAs per Consumer Protection Act 1986:As per Consumer Protection Act 1986:

consumer" means any person whoconsumer" means any person who((ii)) buys any goods for a consideration whichbuys any goods for a consideration which

has been paid or promised or partly paid andhas been paid or promised or partly paid and

partly promised, or under any system ofpartly promised, or under any system ofdeferred payment and includes any user of suchdeferred payment and includes any user of suchgoods other than the person who buys suchgoods other than the person who buys suchgoods for consideration paid or promised orgoods for consideration paid or promised orpartly paid or partly promised, or under anypartly paid or partly promised, or under any

system of deferred payment when such use issystem of deferred payment when such use ismade with the approval of such person, butmade with the approval of such person, butdoes not include a person who obtains suchdoes not include a person who obtains suchgoods for resale or for any commercial purpose;goods for resale or for any commercial purpose;oror


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(ii)(ii) hires or avails of any services for ahires or avails of any services for a

consideration which has been paid or promisedconsideration which has been paid or promisedor partly paid and partly promised, or underor partly paid and partly promised, or underany system of deferred payment and includesany system of deferred payment and includesany beneficiary of such services other than theany beneficiary of such services other than theperson who 'hires or avails of the services forperson who 'hires or avails of the services for

consideration paid or promised, or partly paidconsideration paid or promised, or partly paidand partly promised, or under any system ofand partly promised, or under any system ofdeferred payment, when such services aredeferred payment, when such services areavailed of with the approval of the firstavailed of with the approval of the firstmentioned personmentioned person but does not include abut does not include a

person who avails of such services for anyperson who avails of such services for anycommercial purposescommercial purposes;;


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General & Telecom RegulationsGeneral & Telecom Regulations

Consumer Protection Act 1986Consumer Protection Act 1986

Right to Information Act 2005Right to Information Act 2005

Telecom Regulatory Authority of India Act 1997Telecom Regulatory Authority of India Act 1997

TRAI (Amendment Act), 2000TRAI (Amendment Act), 2000

VariousVarious TRAITRAI RegulationsRegulations onon Quality,Quality, GrievancesGrievancesRedressalRedressal Regulations,Regulations, ConsumerConsumer EducationEducation andand

Protection,Protection, BillingBilling Accuracy,Accuracy, UnsolicitedUnsolicitedCommercialCommercial Communication,Communication, MobileMobile NoNo..Portability,Portability, etcetc..


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Why Awareness is an Issue ?Why Awareness is an Issue ?

Because all consumers are not like themBecause all consumers are not like them


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Some are FarmersSome are Farmers


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SabjiwalasSabjiwalas


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SabjiwalasSabjiwalas


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VillagersVillagers


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Old Age PersonsOld Age Persons


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RikshawalaRikshawala


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BeggarsBeggars


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and Finallyand Finally


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These all come under the scope of TRAIThese all come under the scope of TRAIand awareness campaign of TRAI.and awareness campaign of TRAI.

We can not ignore any class of consumersWe can not ignore any class of consumers

Awareness if more crucial issue thanAwareness if more crucial issue thanavailability and implementation of law.availability and implementation of law.


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ComplaintsComplaints Terms and ConditionsTerms and Conditions

Misleading AdvertisementsMisleading Advertisements

Font size of Writing essential informationFont size of Writing essential information

Service activation even if it is not asked by theService activation even if it is not asked by the

customercustomer Taking more than reasonable time in solvingTaking more than reasonable time in solving

problemsproblems

Unethical Advertisements like make friends callUnethical Advertisements like make friends call

9873957205. etc.9873957205. etc. Unsolicited Promotional calls more painful when weUnsolicited Promotional calls more painful when we

are in roamingare in roaming Who will pay for these calls ?Who will pay for these calls ?


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RecommendationsRecommendations

Strict Implementation of Existing LawStrict Implementation of Existing Law

Amendments in laws by considering newAmendments in laws by considering new

problemsproblems Making teams of students and enlightenedMaking teams of students and enlightened

consumers who will make others aware ofconsumers who will make others aware oftelecom laws and provisionstelecom laws and provisions

Using rights given in CPA 1986 and TRAIUsing rights given in CPA 1986 and TRAIAct 1997.Act 1997.


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Any Action !Any Action ! HaHa haha haha haha !!

ConsumerConsumer ConsumerConsumer !! Yes Papa !Yes Papa !

Being Cheated ! Yes Papa !

Doing Complaints Yes Papa !

Satisfied !Satisfied ! No Papa !No Papa !


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Thank You*Thank You*

**The actual product may differ from the image shownThe actual product may differ from the image shown

Documents

TRAI Theme Presentation