28. Measures for users.—(1) For the purposes of this section, “specified message” means any
message offering, advertising or promoting goods, services, interest in property, business opportunity,
employment opportunity or investment opportunity, whether or not—
(a) the goods, services, interest, or opportunity are real; or
(b) it is lawful to acquire such goods, services, property, interest or take up the opportunity.
(2) The Central Government may by rules provide for measures for protection of users, in consonance
with any regulations notified by the Telecom Regulatory Authority of India from time to time, including
measures such as—
(a) the prior consent of users for receiving certain specified messages or class of specified
messages;
(b) the preparation and maintenance of one or more registers, to be called as “Do Not Disturb”
register, to ensure that users do not receive specified messages or class of specified messages without
prior consent; or
(c) the mechanism to enable users to report any malware or specified messages received in
contravention of this section.
(3) An authorised entity providing telecommunication services shall establish an online mechanism to
enable users to register any grievance pertaining to the telecommunication service, and redressal of such
grievances, in such manner as may be prescribed.
29. Duty of users.—No user shall—
(a) furnish any false particulars, suppress any material information, or impersonate another
person, while establishing his identity for availing of telecommunication services; or
(b) fail to share information as required under this Act.
30. Dispute resolution mechanism to redress user grievances.—(1) The Central Government may
establish or approve one or more online dispute resolution mechanisms for the resolution of disputes
between users and authorised entities providing telecommunication services.
(2) Every authorised entity providing telecommunication services shall participate in the dispute
resolution mechanism established under sub-section (1), and shall comply with such terms and conditions
of participation in such mechanism as may be prescribed.
(3) This section shall not affect the rights of consumers under the Consumer Protection Act, 2019
(35 of 2019)