Unsolicited automated calls from Airtel asking for feedback at most inconvenient times

Location/place: Ahmedabad

Name of company/service: Airtel (Postpaid Mobile)

I have sent the following e-mail to TRAI, and am also publishing it here in case other people are also facing similar problems:

From: Asaf Shamsi, PharmAlliance
Sent: 02 April 2013 12:40
To: ‘[email protected]’
Cc: ‘[email protected]’; ‘[email protected]’
Subject: Unsolicited automated calls from Airtel asking for feedback at most inconvenient times

To:

The Telecom Regulatory Authority of India (TRAI)

New Delhi

Dear Sir / Madam,

I have a mobile post-paid connection with Airtel (Gujarat Circle). My mobile number is +91 ***** *****, and has been registered in the DND registry for many years.

Since the past few months, I have been receiving unsolicited calls from Airtel on my mobile phone at the most inconvenient times asking to provide feedback on their services.

These calls are not made by any human being, but are automated pre-recorded calls that they make several times a day. I get these calls at very inconvenient times, many times when I am in important meetings, or when I am travelling.

Needless to say, these calls are an intrusion and interference, not only disrupting my normal day-to-day work, but they also cost me money when I am roaming.

I have complained to Airtel several times about this issue and have repeatedly requested them to stop these calls, but they have not done anything to resolve my complaint. They give me a complaint reference number every time I call, and assure me that these calls will stop, but no action has been taken by them so far.

I have called Airtel’s complaint line, 198 twice today morning to try and get a resolution to the issue yet one more time. The latest complaint reference number that they have given me today, about an hour ago is: 49696091.

I have repeatedly asked about the status of my previous complaints every time I have called them to yet again complain about this issue, but no one has been willing to give me ANY answer about what had happened with my previous complaints, or why Airtel has not taken any action to resolve the issue. They always give me a new reference number, and tell me that the problem will be solved.

During my last conversation with the customer service agent today morning, she went so far as to tell me that TRAI requires that these calls should be made to customers and it is compulsory. Surely, there are better and less intrusive ways of asking for feedback!

When I insisted on talking to someone senior to get a definitive resolution for this intrusion of my privacy, they kept me on hold for almost 10 minutes and then disconnected the call. I called them back again, and had to go through the same story with YET another customer service agent, and when I once again asked to speak with a senior, she again placed my call on hold, and disconnected it after about 7 minutes.

I have repeatedly made it very clear that I DO NOT wish to provide feedback over the phone at any time which suits Airtel, as this causes me disturbance and inconvenience, I consider it an intrusion of my privacy, a disturbance and hindrance to my work, and to my private time. It also causes me financial loss if I am roaming, since I have to pay for these calls even if I hang up right after I receive them.

I still have no resolution from Airtel, and going by my past experience, I do not believe that they have any intention of resolving the issue.

In the meantime, I keep getting these extremely irritating unsolicited automated calls, and I continue to suffer the inconvenience.

I request you to take whatever action you consider appropriate, and use your good offices to intervene and help to stop this blatant abuse of my privacy by Airtel.

Sincerely,

Asaf Shamsi
CEO & Director, International Operations
Mobile: +91 ***** *****
_________________________________________

PharmAlliance
Ahmedabad, India
http://www.pharmalliance.com

Complete and Comprehensive Consulting Services for the Pharmaceutical, Biopharmaceutical, API, and Allied Industries:

* Conceptualization and Design of Manufacturing, Testing, and R&D Facilities (New and Upgrading)
* Quality Systems, cGXP (GMP, GLP, GCP) Compliance – FDA (USA), TPD (Canada), EMEA/EDQM (EU), TGA (Australia), MCC (South Africa), WHO, BRIC
* International Regulatory Affairs (IND, NDA/ANDA, MAA/Abridged MAA, DMF/EDMF/APIMF, CEP/COS, in CTD or National Formats)
* Contract Manufacturing, Testing, and Research Arrangements
* Due Diligence and cGXP Audits
* Business Development Consulting

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