Section 4 in The Telecom Consumers Protection and Redressal of Grievances Regulations, 2007
4. Procedure for handling grievances by Call Centres. - (1) Every service provider, falling in clause (a) or clause (b) of sub-regulation (3) of regulation 1, shall, ensure that the Call Centres, immediately on receipt of a complaint from a consumer,-
(a)register such complaint by allotting a unique identification number to be called the docket number:Provided that a unique docket number assigned under sub-paragraph (i) of paragraph 8 in the Direction F. No. 303-6/2006-QoS, dated the 29th August, 2006 before the commencement of these regulations, shall be the docket number for the purposes of these regulations;(b)communicate, at the time of lodging the complaint, the unique identification number to be called docket number, date and time of registration of the complaint, to the consumer;(c)record details in respect of such complaint;(d)intimate to the consumer,-(i)through telephone or other electronic means or any other means; and(ii)within the time limit specified in regulation 5, the action taken on the complaint; and(e)intimate contact details of the Nodal Officer (including his name, telephone number and address) to the consumer in case the consumer is not satisfied with the redressal of his grievance or when requested by him.
