Consumer Issue Tracking System (CITS)

Abstract

With the rapid evolvement of communication technology telecommunication has become an essential part of our lives. In the present day, it is very hard to find a person without a mobile phone in his possession. With the rapid increase of the telephone usage, various service providers have emerged in providing the consumers with different levels of services and value added services. Though the competition is high among the service providers, their level of service is questionable most of the time and consumers have to take the decision of the service provider as the final word for their inquiries and any injustice done to them by the service provider. There are many reasons behind why they would take the service providers decision as the final decision. Mostly it is unawareness that Telecommunication Regulatory Commission (TRC) would stand up for them and get them justice. However most of the time even though they are aware of the capability of lodging a complaint against the service provider at the regulator, the process of lodging a complaint and getting it resolved is mostly chaotic and complicated. Most of the time, it is not worth seeking regulator’s assistance due to the complication of the manual process of resolving issues. Knowing this, service providers seem to take the upper hand of this situation and ignore the rights of the consumers and continue to provide unsatisfactory levels of services. In this project we have designed a solution for the above problem. Using this solution, Telecommunication Regulatory Commission can track consumer issues over service provider services. This solution has three modules: consumer module, service provider module and TRC module. Consumers can raise complaints on issues related to their mobile phone connections, to their respective service providers through this solution. Thereby, the Service Provider is able to respond and take necessary action. This process is visible to the TRC through the system from their log in. So, if service providers delay or do not respond to any of the consumer issues, the TRC department can take necessary action. The system automates the process of issue handling and the regulator could comprehensively monitor to determine whether the service provider is taking corrective measures for timely resolution of complaints.