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Q&A Bejon Misra, Founder, Consumer Online Foundation
‘90cr cell users must not be shortchanged’
Bejon Misra has been vociferous about fighting for the rights of consumers. Recently, the group sent a letter to the Empowered Group of Ministers (EGOM) on spectrum calling upon the government to consider the interests of consumers in mobile telephony.
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Bejon Misra
Founder, Consumer Online Foundation |
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Excerpts from an interview with Sakshi Denis:
How did the Consumer Online Foundation start?
The Consumer Online Foundation started in 2003 to encourage the use of technology to empower consumers on their right to full information and to make an informed choice based on safety, value for money, quality and complaint redressal. It also wanted to focus on e-governance to make public service more accessible and transparent. A group of professionals came together to register the organisation legally as a ‘trust’.
How is your organisation funded?
We are a non-profit organisation. We get funds from the government, NGOs — domestic and international — and foundations.
How exactly do you take up consumer issues?
We always lean on truth and evidence. We adopt an approach which is sensitive towards all the stakeholders. We engage in intellectual discussions and research on the issues confronting the consumers. We read about what is happening around the world for consumers. We ensure that we speak with scientific evidence based on credible information available in the public domain from neutral organisations and experts. We make sure our position is unbiased before we adopt any kind of intervention through Public Interest Litigation or representation within our existing democratic framework in our country before the lawmakers or policymakers.
What do you consider your achievements in upholding consumer rights?
We have been involved in creating processes and systems which are citizen-consumer-friendly, like the Citizens’ Charter and performance guarantees in the service dimensions. We have intervened before the policymakers and the regulators on issues like digitisation of cable tv network, policies on promoting community radio, mandatory introduction of set-top boxes, user charges at airports, tax evasion on tobacco products, accessibility to safe drinking water and several other issues which have shortchanged the vulnerable consumer.
How do you collect consumer opinions?
We do it mostly through studies and surveys based on primary and secondary data.
Coming to your letter to the EGOM for mobile phone consumers, why do you say the government only listens to industry concerns? Can you give some examples?
On 7 March this year, TRAI (Telecom Regulatory Authority of India) issued a consultation paper on the auction of spectrum and the issues surrounding it. Stakeholders were given time till 21 March to file their replies. This consultation process was concluded on 28 March. On 4 April, TRAI held an open house in New Delhi where all stakeholders were provided a forum to share their views.
Therefore, in effect, consumers have had 2-3 weeks and one open forum to voice their views. Is this enough? Do consumer organisations have the capacity to respond on such technical issues at such short notice?
In contrast, representatives of the various telecom service providers have met various levels of government regularly over the past few months. In these meetings, telecos impress their views upon the government. These meetings are held behind closed doors.
In a country like India, the consumer should be at the centre of the debate. There are today more than 90 crore subscribers, of which 96 percent are pre-paid customers. Do you think it is fair to have only one consultation in Delhi for a country like India in size? Hence we have asked TRAI and the government to hold more public hearings and consultations before reaching a decision.
In your letter, you say that competition should be encouraged among industry players. How does the consumer benefit from this?
In the early years after the launch of mobile telephony in the country, services were expensive and out of reach of the common man. There were two operators in every circle apart from BSNL/MTNL, and call rates were about Rs 15 per minute.
By the time the fourth mobile operator was allowed in 2001, call rates had dropped to about Rs 3 a minute. By 2008, there were 5-7 operators per circle and the tariff had dropped to 70 paise per minute. Now, with 8-10 operators in a circle, tariffs are at 30 paise per minute. Isn’t this benefiting the consumers immensely?
India today has more than 90 crore subscribers. But it is not only about the numbers. Mobile phones have transformed lives in a myriad ways. In my view, nothing should be done to make even a dent in this accessibility and affordability.
The EGOM meet on spectrum headed by former finance minister Pranab Mukherjee was deferred recently. The finance minister has also changed. How would you ensure your proposals are considered as P Chidambaram has taken over as the new head of EGOM spectrum?
We have sent letters to members of the EGOM, even to the prime minister, seeking more public hearings and consultations. I have also met TRAI Chairperson Rahul Khullar who has assured me that the regulator will hold more public hearings. We will continue to engage with the government and apprise them of consumer concerns and ask for transparency in the decision-making process.
The spectrum auction deadline is again likely to be deferred beyond 31 August. Do you think it is being deliberately done to favour the industry players?
We welcome every move by the government to deliberate and reach informed decisions based on the principles of inclusive growth.
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