More than 5 Crore complaints received against telecom companies in FY22, government says

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In 2021-22, more than five crore complaints were received against telecom operators related to mobile services, of which about 54 percent were against Airtel, followed by Vodafone Idea, parliament was informed on Friday. Minister of State for Communications Devusinh Chauhan, in a written response in the Rajya Sabha, provided details of complaints received against various telecom service providers regarding mobile telephony in 2021-22, according to which the number for Airtel was 2,99,68,519, and for Vodafone. Idea at 2,17,85,460.

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The number of such complaints against Reliance Jio was 25.8 lakh.

In total, in 2021-22, nearly 5.5 million complaints related to mobile cell phone services were registered by consumers through operator helpline numbers at complaint centers.

The number of complaints against the state-owned company Bharat Sanchar Nigam Ltd (BSNL) and Mahanagar Telephone Nigam Ltd (MTNL) was 8.8 lakh and 48,170 respectively.

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“Complaints received at complaint centers via customer service telephone numbers are resolved by the relevant service provider,” said the minister.

If the complaints are not resolved by the service providers, the complainant can turn to the public complaints department of the Ministry of Telecommunications. All grievances so received will be monitored and resolved through the Centralized Public Grievance Redressal and Monitoring System (CPGRAMS) portal.

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“The number of complaints received through the CPGRAMS portal in 2021-22 was 58911, of which 58,224 were resolved,” the minister added.

On another question, Chauhan said that the number of BSNL customers opting for network port out in 2021-22 was 52.3 lakh, while the subscribers coming in was 28.8 lakh.

Fierce competition in the telecom sector drove both the port and port for BSNL, he added.


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