Transcript 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
Internet access
Percent broadband household access
1.18% of households (14.31 million)
Broadband internet users
14.31 million (May 2012)[2]
Internet Service Providers (2012)
155
country code top-level domain
.in
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.
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.
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.
Do we get Justice?
• Almost always, Yes.
• Success rate: almost 100%
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.
Thank you for a
patient Hearing!