Abstract
Purpose: To study, analyse and compare telecom ombudsman functioning in Australia, the United Kingdom (UK), the United States of America (USA), in context of proposed telecom ombudsman in India. Methods: The study is both explanatory and analytical. Here, Qualitative Analysis is used for analysing primary and secondary data from last four years till 2019-20. Findings: There are rooted norms for how an Ombudsman’s functioning runs and how it fits the regulatory/judicial framework. This research study highlights the functioning of an ombudsman in different countries. It also analyses primary data collected through an online questionnaire from Australia, the USA, and India. Also, it examines that the customer satisfaction is higher in markets where there is telecom ombudsman/alternate dispute resolution mechanism. Primary data analysis stresses that countries with telecom ombudsmen prove to be particularly useful in customer experience; however, India, despite being the second-largest telecom market, lacks customer satisfaction in telecom, and highlights the need to revisit some regulatory changes. Only around 8% of telecom consumers who made a complaint were satisfied with the overall experience. Scope of the Study: This study will be useful for regulators and policymakers of different countries, telecom consumers, public policymakers and think tanks. Novelty: This study proves importance of telecom ombudsman for having transparent grievance handling systems and higher customer satisfaction. Keywords Grievance Redressal, telecom regulations, telecom ombudsman, telecom policies, dispute resolution, ADR
Highlights
There are countries like Australia, the United Kingdom (UK) who have well-established dispute resolution systems along with Alternate Dispute Resolution (ADR)/telecom ombudsman
The Australian Communications and Media Authority Act 2005 (ACMA), the Australian Competition and Consumer Commission (ACCC), the Telecom Industry Ombudsman (TIO),which is funded by the industry itself, and the Australian Communication Industry Forum (ACIF) are the four bodies which are central to the Australian telecom industry
7.1 The Analysis from Australia and the United States of America (USA) It reveals that countries having telecom ombudsman is facing fewer issues, and telecom consumers are satisfied with telecom service providers (TSP) complaint resolution as well as the service they are getting from their operator
Summary
The Institutional Foundations of Regulatory Commitment : A Comparative Analysis of Telecommunications Regulation Author (s): Brian Levy and Pablo T. Regulation in the US telecommunication sector and its impact on risk. 12) Reform of the Telecommunications Industry Ombudsman. Conceptualising the Australian telecommunications industry self-regulation scheme in the context of Australian judicial system and administrative justice. Australian Journal of Telecommunications and the Digital Economy. Determinants of Customer Based Brand Equity in Indian Telecommunication Sector. An Integrated Framework for service quality, constomer value, satisfaction: Evidence from China’s Telecommunication Industry.
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