Study of Telecom Industry Ombudsman and its Regulatory Relevance for Customer Satisfaction

Mujumdar, Mugdha S; Prabhu, Sandeep

doi:10.17485/ijst/v14i23.255

Cited by 2 publications

(1 citation statement)

References 9 publications

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“…The introduction of independent authority in a country, such as a telecom ombudsman system, typically benefits the telecom customer as it enables complaints to be resolved in an affordable, timely and transparent manner. Where there is an ADR/telecom ombudsman, consumer satisfaction is likely higher in the particular country (Mujumdar and Prabhu, 2021). India needs proper and prompt remedies for its consumers' complaints in a market experiencing such rapid consumer growth.…”

Section: Telecommunications Ombudsman For Indiamentioning

confidence: 99%

Telecom industry grievance redressal system: a study of ombudsman approach in selected countries

Mujumdar,

Prabhu

2023

DPRG

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Purpose This study aims to explore the telecom regulations and telecom reforms of different countries in the context of consumer complaints and grievance handling. The telecom dispute resolution mechanisms of countries such as Australia, the USA, the UK and India are studied. This qualitative research is carried out for the three major telecom markets: Australia, the USA and India. Design/methodology/approach Here, research is conducted in two stages. In the first stage, the telecom policies of the major telecom markets, their ombudsman policies and consumer grievance redressal mechanisms are studied. In the second stage, the qualitative analysis of the three telecom markets, Australia, the USA and India, is conducted through in-depth interviews, the questionnaire method for telecom customers and secondary research. Findings Telecom customer satisfaction is significantly higher in countries with the telecom ombudsman as a system of telecom governance redressal. This study dedicates significant importance to the distinctiveness of the grievance resolution systems in different countries and suggests recommendations for improving the mechanisms. The recommendations given in the research study emerge as the output of interviewing telecom experts, academicians and researchers and court judges. Research limitations/implications This study has partial limitations as primary research was carried out only in selected countries with limited participants. Practical implications This study is useful for policymakers, regulators and think tanks in the telecommunications sector. Social implications The resolution of individual customer grievances is significant to the telecom industry and all participants. A well-oiled grievance redressal system enhances the trust among the service users and aids in the industry’s growth. Further practical assessment of redressal offered by different telecom operators can be used for benchmarking, and it can create an onus on telecom operators for timely and adequate redressal of consumer complaints. In certain countries with a well-developed alternate dispute resolution (ADR) mechanism, the service offerings of telecom operators and the quality of services are deemed to be better than those without such an ADR. The research aims to bring in the positives of ADR systems from specific telecom markets and suggest the effectiveness of such ADR for countries such as India, which has over 1.17billion active subscribers. This research aims to aid responsive communication with telecom consumers in the overall telecom industry, which can bolster telecom consumers’ confidence and help the industry grow sustainably. Discussing perspectives on telecom dispute resolution in various conferences and discussing use-cases of innovative dispute settlements can act as stimuli in this space. As ADR procedures are conducted in the shadow of the law, a dispute resolution framework must have a buy-in from the government, telecom experts, the judiciary and private telecom stakeholders. This can only help achieve a framework that can reap the benefits of various ADR/ODR processes facilitating better access to justice, including cost-effectiveness, swiftness, a broader reach for dispute resolution and improved efficiency of dispute resolution. Originality/value Previous studies have focused on the study of telecom reforms and mechanisms in a particular country and there was a limited comparison with other countries’ mechanisms. Also, there has been minimal research in this area in recent years. This paper contributes to analyzing the effectiveness of the telecom ombudsman framework in Australia, the USA, the UK and India. It also studies the reforms and consumer grievance-handling mechanisms in a few other countries. It also gives well-researched recommendations for improving the consumer grievance resolution system.

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Section: Telecommunications Ombudsman For Indiamentioning

confidence: 99%

Telecom industry grievance redressal system: a study of ombudsman approach in selected countries

Mujumdar,

Prabhu

2023

DPRG

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La duplicité induite par l’organisation : une exploration de ses effets sur la satisfaction envers les tâches, l’employeur et la profession

Desjardins,

Lauzier

2024

Humain Et Organisation

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User de duplicité ou de mensonge pour atteindre des objectifs à court terme serait un comportement fréquent dans le commerce de la vente au détail. S’inspirant des principes de la confusopoly, l’objectif de cette étude est d’explorer les effets de la duplicité induite par l’organisation (DIO) sur différents types de satisfaction. Cent quatre-vingt-huit (188) représentants aux ventes oeuvrant dans les boutiques de grands fournisseurs du secteur des télécommunications canadiennes ont complété un sondage électronique. Les résultats obtenus montrent l’apport du concept de la DIO sur différents types de satisfaction et reconnaissent l’apport incrémental de la DIO, et donc au-delà les effets d’autres facteurs (i.e. le stress au travail, des attentes claires de la part du supérieur immédiat et un accès à de la formation).

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Study of Telecom Industry Ombudsman and its Regulatory Relevance for Customer Satisfaction

Cited by 2 publications

References 9 publications

Telecom industry grievance redressal system: a study of ombudsman approach in selected countries

Telecom industry grievance redressal system: a study of ombudsman approach in selected countries

La duplicité induite par l’organisation : une exploration de ses effets sur la satisfaction envers les tâches, l’employeur et la profession

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