New Delhi: The Telecom Regulatory Authority of India (TRAI) has notified new rules to strengthen consumer grievance redressal, mandating round-the-clock complaint support, faster appeals and greater accountability from telecom service providers.
Under the Telecom Consumers Complaint Redressal (Fourth Amendment) Regulations, 2026, internet service providers with more than 10,000 subscribers will come under the revised framework.
Consumers can now register complaints, raise service requests and file appeals through service providers’ mobile applications, in addition to existing channels such as websites and complaint centres.
Complaint centres must provide support 24 hours a day, seven days a week. However, human assistance must be available for at least 16 hours daily, with automated systems and AI-based solutions permitted for the remaining period under human supervision.
The rules also require dedicated helplines or desks for persons with disabilities and accessible websites, portals and mobile applications.
TRAI has reduced the deadline for filing appeals against complaint disposal from 30 days to 15 days. Appellate authorities must have at least five years of management experience and resolve appeals within 15 days of receipt.
Service providers must also conduct consumer feedback surveys and publish results quarterly. Their grievance redressal performance will be reviewed by oversight committees and the regulator through audits and inspections.
Financial disincentives have been introduced for violations of the regulations and failure or delay in submitting quarterly performance reports.
