How complaints will be dealt with under Telecommunications Act

The Telecommunications Act 2023 has beefed up the dispute resolution framework by ringing in an online grievance redressal system. The objective is to speed up resolution of disputes between telcos and consumers and make the redressal process transparent. Post-inquiry, a telco in breach of licence/service terms, can face stiff penalties, cancellation of spectrum holdings, service restrictions or even be barred from offering telecom services, depending on the gravity of the contravention. Here’s an ET Explainer on the key players and how the grievance redressal system will work.