INQUIRIES INTO CONSUMER COMPLAINTS

Inquiries into consumer complaints INQUIRIES INTO CONSUMER COMPLAINTS Complaint Made by Mr. M.I.M. Irshath of No. 43, Methai Road, Kattankudy -03 Against Sri Lanka T Complaint Mr. Irshath sought the intervention of TRCSL with regard to a telephone post which is obstructing the en The Committee observed that the present house was built while the post being there. The Committee fur Result It was apparent that the complainant built the house while the post was in the present position thus he co * Mr. M.I.M. Irshath to make the payment of Rs. 6,145.18 to SLT to shift the post. * SLT to be warned to send prompt replies to customers/members of the public. Mrs. P.R. Amarasiri – Director Legal Affairs – Chairperson Mrs. R. Gooneratne – Asst. Director/Legal – Member Mr. L. Ganeshamoorthy – Asst. Director/Vendor Licensing & Technical Standards – Member 1 / 10 Inquiries into consumer complaints Mrs. M. Pathirana – Asst. Director/Operator Analyses – Member Mr. A. Hapuarachchi – Asst. Director/Revenue – Member Internal Committee for Resolution of Consumer Complaints. Telecommunications Regulatory Commission of Sri Lanka ***************************** Complaints Made by 32 Consumers on Modem Hijacking and Internet Dumping Related to IDD Fa Commission Paper was submitted on the 15th September 2005 by the Chairperson of the Internal Comm Complaint These consumers complained that their telephone bills for exceeded the actual calls taken by them. 2 / 10 Inquiries into consumer complaints These calls were to Papua New Guinea, Solomon’s Islands, Vanuatu, Cook Islands, Nauru, Western Sa The ICRCC requested SLT at the inquiry and also by letter dated 09th September 2005 to reconnect the The ICRCC recommended as follows:- · To obtain a proposal from SLT with regard to the action to be taken on the arrears due on the telep · To reconnect the disconnected telephone lines and advice all their consumers to take precautionar · Not to disconnect the lines until final determination of this matter. · Temporarily stop IDD facilities to these countries with public notice in government and non-governm · Technical experts of TRCSL to carry out awareness programs to educate the public in both media · To consider this as an important programme in the interest of the public who become innocent vict Mrs. P.R. Amarasiri – Director Legal Affairs – Chairperson Mrs. R. Gooneratne – Asst. Director/Legal – Member 3 / 10 Inquiries into consumer complaints Mr. L. Ganeshamoorthy – Asst. Director/Vendor Licensing & Technical Standards – Member Mrs. M. Pathirana – Asst. Director/Operator Analyses – Member Mr. A. Hapuarachchi – Asst. Director/Revenue – Member Internal Committee for Resolution of Consumer Complaints. ***************************** Complaint Made by Professor Jayasiri Lankage of 73/11, Sri Saranankara Place, Dehiwela - Against Sri Lanka Telecom. Complaint Complaint was with regard to the increase in his monthly telephone bills. He also complained that he cou Result 4 / 10 Inquiries into consumer complaints · To reconnect the telephone line immediately. To waive off arrears for the months in which the telep · To waive off all the rentals for the period driving which the telephone was disconnected. Mrs. P.R. Amarasiri – Director Legal Affairs – Chairperson Mrs. R. Gooneratne – Asst. Director/Legal – Member Mr. L. Ganeshamoorthy – Asst. Director/Vendor Licensing & Technical Standards – Member Mrs. M. Pathirana – Asst. Director/Operator Analyses – Member Mr. A. Hapuarachchi – Asst. Director/Revenue – Member Internal Committee for Resolution of Consumer Complaints. Telecommunications Regulatory Commission of Sri Lanka ***************************** 5 / 10 Inquiries into consumer complaints Complaint Made by Mr. H.S. Nanayakkarawasam of 127/6, Dutugemunu Street, Colombo 6. – Against Dialog Telekom. Commission Paper was submitted on 19th September 2005 by the Chairperson of the Internal Committe Complaint The Consumer complained that his telephone line was disconnected when he exceeded the credit limit w Dialog Telecom stated that their consumers enter in to a contract and once they reach their credit limit o The consumer mentioned that facility on 0777-678678 hotline of Dialog Telekom could not be accessed Result 1. Dialog Telecom to ensure that they inform the consumer via SMS when he reaches 90% of 2. Transfer the customer to a tariff package of his choice without levying the transfer fee of Rs 6 / 10 Inquiries into consumer complaints 3. To request all cellular mobile operators to submit their disconnection procedures to the Com Mrs. P.R. Amarasiri – Director Legal Affairs – Chairperson Mrs. R. Gooneratne – Asst. Director/Legal – Member Mr. L. Ganeshamoorthy – Asst. Director/Vendor Licensing & Technical Standards – Member Mrs. M. Pathirana – Asst. Director/Operator Analyses – Member Mr. A. Hapuarachchi – Asst. Director/Revenue – Member Internal Committee for Resolution of Consumer Complaints. Telecommunications Regulatory Commission of Sri Lanka ***************************** 7 / 10 Inquiries into consumer complaints Complaint made by Mr. Bimsara Gamage of A-4, Maddumagewatta,Highlevel Road, Nugegoda. ag Commission Paper was submitted on19th July 2005, by the Internal Committee for Resolution of On the first day when this matter was taken up for inquiry the representative from Celltel Lanka (Pvt) Ltd Complaint: Mr. Gamage stated that Celltel Lanka (Pvt) Ltd had re –opened a package that was originally with the Ce Subsequently he had made a request for the package to be in his name, which was earlier in the name o It was noted by the Committee that Celltel Lanka( Pvt) Ltd had changed the mailing address to his reside Result: · For Celltel Lanka (Pvt) Ltd to immediately restore the telephone facility and give the customer( Mr. Ms P.R. Amarasiri. Mr. R.C. Ratnayake. 8 / 10 Inquiries into consumer complaints Director Legal Affairs Deputy Director/Finance Chairperson Member ***************************** Complaint made by Mr .W. P H. Jayawickrema of 14/4,Arthurs Place, off Angulana Station Road, Inquiry was held on the 8th of July 2005 by the Internal Committee for Resolution of Consumer Complain Parties present at the inquiry-Mr. W. P.H. Jayawickrema And GM/Regulatory Matters/SLT HS/Regulatory Matters/SLT Regional Telecom Manager/Ratmalana/ SLT 9 / 10 Inquiries into consumer complaints Accountant Call Center/SLT Complaint: The complaint was relating to International Direct Dialing (IDD)invoices for calls which the consumer clai Result: The customer was made aware of “Modem Hijacking ‘ / “Internet Dumping.” Fraud occurs in connection with Customer Premises Equipment(CPE).The customers will be informed to These are called Premium Rate Services. The Premium content is music down loading, adult content inf Recommendation to the Commission: Back 10 / 10