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The Telecom Regulatory Authority of India launches mobile applications to improve quality of customer services

In a press statement released on 7 August, the Ministry of Communications said that the policy initiatives of the Telecommunications Regulatory Authority of India, over the years, have been to protect the interests of its consumers. The release said as it recognises the importance of reaching out to the consumers and to safeguard their interests, it has now integrated its mobile apps namely, DND 2.0 and MyCall with Unified Mobile Application for New-age Governance (UMANG) platform.

The UMANG initiative (Unified Mobile Application for New-age Governance) was developed by the National e-Governance Division (NeGD), under the Ministry of Electronics and Information Technology (MeitY). According to their website, UMANG provides a single platform to all Indian citizens to access pan India e-Government services ranging from central to local government bodies and other citizen-centric services. 

UMANG intends to provide a unified approach where citizens can install one application to avail multiple government services. From now onwards, TRAI’s Mobile Apps specifically DND 2.0 and MyCall will be available on UMANG platform.

TRAI’s DND service allows users to register their mobile numbers to report unwanted or spam calls or messages under it. TRAI takes the complaint and puts your contact number under the list of contacts that should not be bothered by unwanted calls or messages.

As per TRAI instructions, for citizens that have their number registered with the DND app, all telemarketers will stop calling their numbers within 7 days of making it to the list. Citizens can register a UCC complaint with their telecom service provider. The DND app also allows users to track their complaints with TRAI. The latest update of the app includes an intelligent spam detection engine for text messages to help the user complain about spam text senders. Being a crowdsourcing platform, TRAI uses user complaints to track down rogue telemarketers.

TRAI’s MyCall app tracks crowd-sourced voice call quality monitoring. It allows mobile users to rate the voice quality provided by their telecom service provider. The app lets them rate the voice call quality and also helps TRAI to accumulate data for service providers according to the consumer experience.

The MyCall app functions in real-time after every call. It lets user rate the call quality right after finishing the call. Not just one call at a time, the app also has a feature that allows users to rate several calls. The app language setting works hand-in-hand with the default language set on the handset. It also has a configurable rating frequency settings and data sync settings. Users can also mark a voice call as ‘dropped’ or ‘poor network’ as per their experience. It also takes additional suggestions from users over voice quality, such as background noise or audio lag. Through this app, TRAI accumulates data from various consumers spread across different parts of India. Based on the data, the TRAI will work to improve the quality of the call.

Currently, UMANG has over 5 million downloads, and TRAI apps individually have more than 400,000 downloads.

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