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Actions taken by Consumer Organisations and its impact on Industry

Actions taken by Consumer Organisations and its impact on Industry. Dr. M.S. Kamath M.B.,B.S.; LL. M. Hon. Secretary, CGSI . Key points: the fixed broadband market was growing at an annual rate of around 25% in early 2013; fixed broadband penetration (population) was around 2%;

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Actions taken by Consumer Organisations and its impact on Industry

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  1. Actions taken by Consumer Organisations and its impact on Industry • Dr. M.S. Kamath • M.B.,B.S.; LL. M. • Hon. Secretary, CGSI 

  2. Key points: • the fixed broadband market was growing at an annual rate of around 25% in early 2013; • fixed broadband penetration (population) was around 2%; • the take up rate for wireless broadband was accelerating rapidly; • the government has prepared a National Broadband Plan, although it does not have the profile expected of such a key document; • the government has placed a major emphasis on getting broadband into the rural areas.

  3. Main problems faced by Consumers • Mis-selling by DSAs – tall claims, bogus plans, special rewards etc. • Speed Issues: The emphasis is to promise high speeds, which are never matched in reality. • Billing Issues: Commonest problem is of huge rise in per MB charges after the Plan target is consumed.

  4. How Our Organisation tackles these issues • We are a TRAI-empowered CAG, so we get direct access to the Grievance Redressal Mechanism of the Service Provider (SP) • A detailed study of the issue of the consumer is then provided to the Service Provider. • An approach of mediation/conciliation is used. The parties are encouraged to directly talk to each other – CGSI acts as a facilitator only.

  5. Do we get Justice? • Almost always, Yes. • Success rate: almost 100%

  6. Why the big success? • Good study of the problem • Rational approach to obtaining a solution. • Most Important: Credibility of the Mediator. • Attitude: Respect is commanded, not demanded.

  7. Thank you for a patient Hearing!

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