Telecom Consumer Redressal Regulatory Frameworks in India and Other Countries: Significance, Comparison and a Regulatory Perspective.

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Ms. Mugdha Mujumdar, Dr. Sandeep Prabhu


The purpose of this paper is to present a cross-country qualitative comparative analysis of dispute resolution telecom regulatory frameworks of selected countries with that of India. Adopting an institutionalism approach, this paper contributes to understanding of how institutional frameworks in these countries are structured as compared to that in India so as to ensure how functioning of dispute resolution functions and redressal of the grievances of individual consumers; and proposing a framework to provide needs of dispute resolution


Design/Methodology – The study is based on literature review of research papers, secondary research and documents published by the regulators of the selected countries. The research methodology used is qualitative comparative analysis case-based research of selected countries. The variables for comparison have been sourced from the pwc report for evaluating redressal of grievances of individual consumers in telecom arena. The researcher has adopted qualitative research method to bring about the resemblance in addition to the range in the dispute resolution regulatory system of the selected countries in comparison with India.

Originality of work/Value- The paper furthers the understanding of the fine practices in the design of dispute resolution telecom regulatory framework. It brings out the resemblances and variety in these frameworks. And, prominently, it shows limitations that the Indian telecom regulatory framework has.


This research study proposes a three stage regulatory model that is uniform and can be adopted for telecom dispute resolution by any nation. This research stresses that in the Indian telecom market, there is an immense need for independent third party to resolve individual disputes in the telecom sector to ensure a healthy regulatory environment.

Scope of study- This study will be useful to public policy makers, academicians, researchers, telecom regulators and policy makers, telecom consumers in society and think tanks..

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