An effective complaint management system is an important part of quality public-sector service. Complaints are valuable sources of information that organizations can use to improve program delivery and service. Although complaints may generate extra effort initially, they can, in the long run reduce an organization's workload. There are plenty of consumers in India who use telephone services in India but are not fully aware of the customer complaint Redressal procedure laid out by government of India cell - TRAI. Telecom Regulatory Authority of India (TRAI) is a government body to oversee telecom regulations in India for the benefit of consumers. In order to retain customers in this highly competitive market telephone companies should have a good complaint management system. This study is making an attempt to study the effectiveness of complaint management system of Airtel, one of the leading mobile service providers in India.