Section 10 in The Telecom Consumers Protection and Redressal of Grievances Regulations, 2007
10. Appointment of appellate authority. - (1) Every service provider, falling in clause (a) or clause (b) of sub-regulation (3) of regulation 1, shall, within three months from the date of commencement of these regulations, appoint one or more appellate authorities, in each of its licensed service area to hear and dispose of the appeals filed under sub-regulation (1) of regulation 11:
Provided that the Consumer Grievance Redressal Mechanism, set up at an Appellate Authority level within the company in accordance with the instructions of the Government of India, Ministry of Communications and Information Technology (Department of Telecommunications), Licensing Cell (Basic Services Group) vide No.16-6/2005-BS-II, dated the 22nd September 2005, shall continue to be the appellate authority for the purposes of these regulations:Provided further that a service provider, falling in clause (a) or clause (b) of sub-regulation (3) of regulation 1, who has been granted a license after the commencement of these regulations, shall appoint, simultaneously with provision of services, one or more appellate authorities, in each of its licensed service area for the purposes of these regulations:Provided also that a service provider, falling in clause (a) or clause (b) of sub-regulation (3) of regulation 1, who provides different services in a licensed service area, may, at its option, appoint one or more appellate authorities, being common or separate, for such services being provided by him:Provided also that a service provider, falling in clause (b) of sub-regulation (3) of regulation 1, being an Internet Service Provider, providing Broadband Service and having all India license, may, for the purpose of these regulations, appoint one or more appellate authorities for any part or whole of India.(2)Every service provider, referred to in sub-regulation (1), shall, immediately on appointment of an appellate authority,-(a)give, a public notice in a newspaper published in Hindi/English language and in a newspaper published in an Indian language in circulation in the area in which such service provider is providing services and through telephone bills if issued by the service provider, indicating therein, the address of the appellate authority and the telephone number, e-mail address, facsimile number and other means of contacting the secretariat of the appellate authority and the procedure for filing the appeal, and, thereafter, give such public notice at least once in twelve months in the same manner;(b)display, at its each office, Call Centre, customer care centre, help desk, and, at the sales outlets, website, office of the Nodal Officer and appellate authority, the name of the appellate authority, its address and telephone numbers, e-mail address, facsimile numbers and other means of contacting the secretariat of the appellate authority and procedure for filing the appeal, in respect of each licensed service area for which the appellate authority has been appointed.
