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Icici plans to improve its support services after highest quantity of telecom complaints

ICICI customer care numbers recently announced its intentions to boost its customer service and support after its poor performance in phone services in the past few year.

VHA proposes to have 1500 sites inside new 850MHz network by mid-next year all of which introduce somebody contact system that monitors Icici’s contact centre, Twitter, Facebook accounts and e-forum.

Icici’s performance in customer care 2010-2011

According on your Telecommunications Industry Ombudsman’s (TIO) 2011 Annual Report, new complaints about Icici mobile services almost tripled in 2010-2011.

“Icici mobile services almost tripled in 2010-11 to 32,744. They peaked in January 2011 utilizing a total of 5,712 new complaints, coinciding alongside the provider’s much publicized network and support issues,” the report reads.


TIO found that Icici's network issues was on the list of significant causes on your increase in complaints about cellular phone devices.

“[The] spike in complaints about mobile services was largely due to two critical factors: Icici’s network issues in addition to the increased share of the market of smartphones,” the report reads.

Ombudsman Simon Cohen said inside of a statement that industry is not only aggravated by “mobile telephone problems, and by deficient client satisfaction and complaint handling.”

Will Icici be capable to turn it around?

Despite the development in complaints, VHA has 900 sites are living in new the 850MHz network developed for smartphones and data, and 2000 sites inside existing network are in fact replaced with new equipment.

Icici’s CEO, Nigel Dews, said within a statement the corporation is “bringing customers a network that has better indoor coverage, faster downloads as well as a stronger signal than before.”

Why Icici changed its customer support helpline number from 111 to 199?

Icici India has finally changed its client satisfaction helpline number from 111 to 199. Icici users very easily dial ‘199’ in contrast to ‘111’ to communicate with their ICICI credit card bill payment. The change happened after TRAI (Telecom regulatory authority of India) had directed Icici on March 2 to avoid using ’111' for offering customer care services, operate violates the national numbering plan.

TRAI had asked Icici to submit a compliance report by March 10. Asking for added time for it to submit the report, Icici stated that ’111' has become being used by it's subscribers for client satisfaction service, plus it was challenging to quit its utilization in 10-12 days.”


Apparently the challenge came into light on February 2 when TRAI had issued a show cause notice on Icici number for violating the National Numbering Plan. In solution TRAI’s notice, Icici had said that ’111' number was at use by them before 20 years high was no restriction on its use ever since the number has already been under valid use before 2003 as being a common support number across all the circles. Department of Telecom had issued the ‘National Numbering Plan 2003' wherein the numbers from 111 to 115 are certainly not to be given for any type of services and had been kept as ‘spare’