Journal of Contemporary Issues in Business and Government

Abstract

Purpose- To show scrutiny of individual consumer complaint redressal in the
Indian telecom regulatory framework. This research gives an understanding of
how consumer dispute resolution is structured in India and a different insight to
the resolution of grievances of telecom individual consumers, and there is a
modification in the framework that may provide satisfactory dispute resolution
for individual consumers in the telecom arena.
Methodology-Primary analysis of data from 60 respondents using an analytical
tool reveals some facts about telecom consumer redressal status in India. A
qualitative approach is used for the investigation of primary data. A
questionnaire is built to collect primary data.
Findings-Analysis says that lack of comprehensible role outline for dispute
resolution entity. “Department of Telecom (DoT)” and the “Telecom Regulatory
Authority of India (TRAI) “is responsible for ensuring a healthy environment in
the telecom sector.It is ambiguity in dispute regulatory roles and the
nonexistence of sole authority. “TRAI” should be empowered to take dispute
resolution fees from TSP's for the resolution of disputes. The Indian dispute
resolution framework shows that India has accepted TSP controlled regulations
by setting up the TSP -led consumer redressal process which is not an adequate
approach for a satisfactory resolution. However online dispute resolution (ODR)
approach is more relevant for consumer dispute resolution which is also a costeffective
and less time-consuming approach.
Scope of study-This study will be useful for the researchers, telecom professionals,
service providers, policymakers, and think tanks.
The originality of work-This research is a comprehensive assessment of TRAI's
progress in consumer Redressal.