The procedure adopted by the Commission - Telecommunications Regulatory Commission of Sri Lanka

Irrespective of the nature of the complaint the Commission will respond to all consumer complaints in writing.

  • TRCSL requests the relevant service provider to look in to the complaint and take necessary action to remedy the same.  
  • The complainant will be   sent an acknowledgement letter from the Commission on the same.
  • The complainant will be informed about the remedy proposed to be  taken by your service provider
  • If it is acceptable to the regulator / if it complies with regulations of the Commission it will be conveyed to the complaint.
  • If the proposed remedy or relief or action taken by the operator is  in compliance  with regulations  will not be communicated to the complainant and the TRCSL   will negotiate with the relevant service provider on behalf of you.
  • If the complainant is not satisfied with the remedy   offered by the service provider that matter will be discussed with him to ascertain any alternative solution and if it doesn’t work it will be forwarded to the Internal Committee appointed   for resolution of consumer complaints.

The role of the ICCR

A committee has been appointed by the Commission would investigate in to consumer complaints, hear both parties and facilitate settlement of the dispute or make recommendations with suitable remedial measures for a fair decision to be taken by the Commission.