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Internet services: Complaint mechanism underused
So numerous are gripes related to internet and telecommunications in Sri Lanka that the industry regulator has started an email service for the people to send in their complaints.
But a Sunday Times online survey that attracted 305 replies, mostly from disgruntled data users, found that 54 percent of respondents did not know which office protected their rights as a consumer in the telecommunications sector. Even the 45.9 percent that claimed to know named the wrong institution. An overall 87.2 percent said they did not feel protected as customers.
This could explain why, despite a high level of dissatisfaction among telecom consumers, the TRCSL’s (Telecommunication Regulatory Commission of Sri Lanka) complaints mechanism (cc@trc.lk) has received just 176 emails since it was started in August last year.
Customers could bring any unresolved complaints about their telecommunication service provider, said Tharalika Livera, TRCSL Deputy Director of Compliance. The regulator will check if the service provider has been given the opportunity to resolve the issue. If the customer is dissatisfied with the response and the issue is unresolved, it will be taken to the TRCSL.
Usually, a reply is sent to the consumer within three days. Some problems could take longer to solve but a response will nevertheless be relayed. The service provider will receive a summary and a period is stipulated to reply to the TRCSL. Once it confirms the problem is sorted, the regulator will double-check with the consumer to ascertain veracity.
Complaints related to signals, coverage or tower commissioning are usually granted more time. But the TRCSL will impose temporary fixes until the long-term infrastructure comes into place.