TRAI mandates 24×7 telecom consumer support, introduces AI-enabled grievance redressal and stricter oversight
The fourth amendment to TRAI’s consumer grievance regulations expands digital complaint channels, mandates human-assisted support for at least 16 hours daily and introduces consumer feedback surveys, oversight committees and financial
While complaint-centre support must be available 24 hours a day throughout the week, human assistance must be provided for at least 16 hours daily.
NEW DELHI: The Telecom Regulatory Authority of India (TRAI) has amended its telecom consumer grievance redressal regulations, mandating round-the-clock complaint-centre support, expanding digital access to complaint and appeal mechanisms, and introducing stronger accountability measures for service providers.
The Telecom Consumers Complaint Redressal (Fourth Amendment) Regulations, 2026, provide for customer support through human representatives, automated systems, AI agents and other technology-based solutions, or a combination of these. While complaint-centre support must be available 24 hours a day throughout the week, human assistance must be provided for at least 16 hours daily. Technology-based support must operate under appropriate human oversight.
The amendment also enables consumers to register complaints and appeals, raise service requests and make service-related queries through their telecom service provider’s mobile application, in addition to existing channels such as complaint centres, websites and web portals.
Accessibility and faster appeals
Service providers must establish dedicated desks or helplines, supported by personnel or assistive technology, to receive calls from persons with disabilities (PwDs). Their mobile applications, websites and portals must also incorporate accessibility features in accordance with applicable Government of India guidelines and standards.
The period for filing an appeal after disposal of a complaint has been reduced from 30 days to 15 days. Consumers can submit appeals through mobile applications, websites and portals, in addition to existing channels such as email, post, in-person submission and consumer care numbers.
The Appellate Authority must comprise one or more regular employees in the management of the service provider, each with at least five years of experience. It is required to examine appeals, take appropriate action and communicate its final decision within 15 days of receiving an appeal. The earlier mechanism involving an Advisory Committee for resolving appeals has been discontinued.
Consumer feedback and Board-level accountability
The amendment introduces a mandatory online feedback survey following the resolution or closure of a complaint or appeal. Consumers will rate their satisfaction on a five-point scale, from Fully Satisfied to Totally Dissatisfied. Service providers must publish survey results on their websites every quarter.
A quarterly report covering complaints, appeals and feedback survey results must also be placed before the service provider’s CEO or Board of Directors for review.
In another accountability measure, every service provider must establish a Consumer Grievance Redressal Oversight Committee to periodically review the functioning of its grievance redressal mechanism. The committee must include service-provider representatives and at least one representative from each consumer organisation registered with TRAI in the states or Union Territories forming part of the licensed service area. Representation is mandatory from states and Union Territories where the service provider has more than 10,000 subscribers. The committee must meet at least once a year.
Regulatory audits and financial disincentives
TRAI has introduced a regulatory review mechanism under which it may periodically assess service providers’ grievance redressal systems through audits and inspections of records, analysis of quarterly performance reports and reviews based on consumer feedback.
The amendment also provides for financial disincentives where audits, inspections or reviews identify complaint or appeal disposals in violation of the regulations. Financial disincentives may also be imposed for failure to submit quarterly performance reports or delays in their submission.
Revised applicability for internet service providers
The amended regulations will apply to internet service providers with more than 10,000 subscribers as on the last day of the preceding financial year. The earlier alternative criterion based on annual financial turnover exceeding ₹5 crore has been removed.
TRAI said the amendments were finalised following stakeholder consultations on a draft released on May 7, 2026. The consultation process received 32 comments and 24 counter-comments, followed by an online Open House Discussion on July 17, 2026.
The changes seek to improve consumer access, make grievance resolution more time-bound and strengthen service-provider accountability through digital channels, technology-enabled support and regulatory oversight.
The full text of the Telecom Consumers Complaint Redressal (Fourth Amendment) Regulations, 2026, is available on the TRAI website: https://www.trai.gov.in/
