In just three weeks of Communications Minister Manoj Sinha launching ‘Twitter Sewa’ for registration and resolution of complaints, over 2,000 telecom-related complaints have been received through the social media platform and over 1,800 of them have already been resolved.
Since its launch on August 2, as many as 2,042 consumer complaints pertaining to telephone bills, broadband, and connectivity issues, were received through Twitter Sewa by the Telecom Department, and 1,807 of them have already been resolved, sources told PTI. For postal services, 1,683 complaints were received through the social media platform, of which 1,555 have been resolved, they said.
Sources further said the Telecom Minister has been calling for daily status reports on resolution of postal and telecom complaints received through the newly-launched platform. “The Minister is directly monitoring the initiative,” sources added. The complaints received are from across the country including the Hindi heartland.
“On the postal side, the complaints relate to issues on speedpost, parcels and moneyorder,” they added. On August 2, the Communications Minister launched Twitter Sewa for registration and resolution of complaints, a move that enables telecom and postal service users to file complaints with the government directly on social media platform Twitter.
The complaints lodged through Twitter Sewa are available to the Ministry officials and can be categorised as immediate, mid-term and long-term complaints. The initiative allows the Ministry to respond to complaints in real-time, assign it to relevant officers, assign criticality and track the complaints.
At the launch event in early August, Twitter India had said that in order to register complaints a customer will only need to tweet and the platform will pick key words used in the complaint to forward it to concerned authorities. People can use four commands to escalate their complaints. These are #DoTSewa, #BSNLSewa, #MTNLSewa, #PostalSewa.