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!