Qualitative Analysis of Consumer Redressal Practices in Indian Regulated Sectors
Mugdha Mujumdar1, Sandeep Prabhu2, Giri Hallur3
1Ms. Mugdha Mujumdar, Research Associate, Symbiosis Institute of Digital & Telecom Management (SIDTM), Pune (Maharashtra), India.
2Dr. Sandeep Prabhu, Associate Professor, Symbiosis Institute of Digital & Telecom Management (SIDTM), Pune (Maharashtra), India.
3Dr. Giri Hallur, Associate Professor, Symbiosis Institute of Digital & Telecom Management (SIDTM), Pune (Maharashtra), India.
Manuscript received on October 06, 2020. | Revised Manuscript received on October 25, 2020. | Manuscript published on November 30, 2020. | PP: 361-370 | Volume-9 Issue-4, November 2020. | Retrieval Number: 100.1/ijrte.D4987119420 | DOI: 10.35940/ijrte.D4987.119420
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© The Authors. Blue Eyes Intelligence Engineering and Sciences Publication (BEIESP). This is an open access article under the CC BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/)
Abstract: This paper aims to study and analyseconsumer complaint resolution mechanisms and ombudsman frameworks in three Indian regulated sectors and tries to compare it with that of telecom sector. Here an analysis of regulatory data is carried out. The paper is both theoretical and analytical in nature.This research sheds light on complaint resolution frameworks in Indian regulated sectors such as “Banking, Insurance, Electricity and telecom. Role of Ombudsman and alternates dispute resolution mechanism in the sector is also studied. It is necessary for Ombudsman to perform its duties and responsibilities for overall growth of the sector.Visible, sharp complaint resolution structure and noticeable, orderly decision making entity are truly necessary component of complaint solving mechanism. This Paper also analyses statistics, facts of complaint resolution rates etc. Consumer complaint solving framework is a regulatory vehicle for discarding of grievances. This research is indicator of eight principles of effective consumer resolution mechanism.
Keywords: “Grievance Redressal, telecom regulations, TRAI, Life Insurance, IRDA, Banking Ombudsman, Electricity Act, CGRF.