Dispute Resolution Procedural Aspects

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Dispute Resolution Procedural Aspects

• S.D. Saxena
• Director (Finance)
• BSNL , India

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Procedural Aspects

• Time Frame
• Sharing of expertise
• Confidentiality
• Transparency

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BSNLS Perspective

• BSNL is an internal consumer and approaches the
  court for solutions and dispute resolution in
  cases where the demands are against the license
  conditions
• Incumbent operator has a difficult task to
  perform in a fast changing regulatory and
  technological environment

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BSNL Access provider of the last resort

• Formed on 1st. Oct.2000
• Service provider for the Indian subcontinent.
• Sixth largest Telecom service provider in the
  world in terms of no. of lines.
• Indian Telecom Infrastructure has a long way to
  go ,low teledensity, waiting lists, service
  quality and many other issues

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BSNL -II

• Fast changing Technologies
• Faster changing Regulations
• Extremely competitive market
• Tariffs declining at a rate that is never
  witnessed in the past.
• Access provider to rural India and remote
  locations (go where no body has neither gone
  before nor wants to go).

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TDSAT

• BSNL has to provide connectivity to all the 100
  odd service provider
• Connectivity to the customer demanding world
  class service and amenable to churn.
• Connectivity to remotest areas.
• Disputes are bound to crop in.

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Time frame

• Time frame is important
• Technology changes if not implemented it will
  spell doom
• Competitors are free to use any technology and
  have a qualitative edge
• Delay is therefore most difficult for the
  business both for the Appellant as well as for
  the Respondent.

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PROCEDURES

• Customer friendly
• Enabling
• And helpful

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Historic judgement

• BSNL vs TRAI appeal 2/2004.
• ABTO vs COAI case of WLL
• Transparent ,Timely and Pragmatic.
• Clear demarcation in the jurisdiction of
  regulatory and Appellate Authority.

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Consumer Dispute Resolution

• Resolved in house through Telephone Courts
• Quick and cost saving
• Provides better Customer satisfaction
• Easier to implement
• Market is the biggest regulator and law enforcer
  as the customer has options.

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Thank you