A consumer complaints and grievances redressal system in indian telecom sector

Abstract

Purpose. The purpose of this research is to analyses current consumer complaints redressal mechanism adopted by Indian telecom operators and designed by telecom regulator in India. Design/ methodology/ approach. Systematic literature review of research papers, related documents, and consultation papers published by regulator, secondary research through articles, opinions and analysis of consumer complaints registered with Telecom Service Providers (TSP). The paper is based on secondary research through literature review of related journal papers, Telecom Regulatory Authority of India (TRAI) policy documents, consultation papers, news articles along with study of complaints registered with telecom service provides. Findings. The paper analyses the consumer complaint & grievance redressal system in telecom sector in India and imperative need to resolve grievances in a swift and clear manner to make sure continual growth for the telecom sector. The paper specifically analyses Indian telecom diaspora about complain resolution in relation to regulatory authority, existing systems, new developments along with study/interpretation of assimilated complaints to corroborate the research findings. Practical implications. The paper understands major issues which lead to consumer dissatisfaction about redressal mechanism in telecom sector. The paper also covers briefly no of complaints registered with TSPs and appeals accepted. The paper also tries to understand various consumer complaints registered with TSPs and their current status. However, paper is unable to add impact of recently announced telecom ombudsman because of very nascent stage. The study can help to understand what changes are required to make the redressal architecture more effective. Originality/value. This paper furthers understanding of how TRAI functions with respect to consumer redressal. And, it sheds light on current consumer redressal architecture and what changes are required to make architecture effective and more efficient.