Section 19 in The Telecom Consumers Protection and Redressal of Grievances Regulations, 2007
19. Complaints referred to service providers by Authority. - (1) The Authority may, without prejudice to the provisions contained in the Telecom Regulatory Authority of India Act, 1997 (24 of 1997), refer to the service providers, falling in clause (a) or clause (b) of sub-regulation (3) of regulation 1, for redressal of the complaints,-
(a)being the complaints alleging violation of the Act or regulations made thereunder or directions issued or orders made by it under the Act;(b)being the complaints of the consumers which are generic in nature;(c)being the complaints alleging the practices adopted by the service providers adversely affecting the interest of the consumers.(2)The service provider, falling in clause (a) or clause (b) of sub-regulation (3) of regulation 1, shall investigate and find out root cause of all such complaints referred by the Authority under sub-regulation (1) and resolve or redress such complaints within one month from the date of referring of the complaints by the Authority.(3)The service provider, referred to in sub-regulation (2), shall inform the concerned consumers and the Authority regarding resolution or redressal of the complaint within one month from the date of referring of the complaints under sub-regulation (1).(4)In case the investigation and root cause of the complaints found out under sub-regulation (2) reveal general deficiency or systemic inadequacy in the practice and procedure or operation adopted by, or, on the part of, the service provider, the service provider shall take remedial measure in respect of all such similarly placed consumers and intimate to the Authority along with the information required under sub-regulation (3), within two months of referring such complaint under sub-regulation (1), such general deficiency or systemic inadequacy revealed and remedial measures taken by such service provider.
