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TRAI Draft Rules Seek Better Complaint Resolution for Mobile Users
Telecom Regulatory Authority of India has proposed stricter consumer grievance redressal rules for telecom operators, including penalties of up to Rs 50 lakh per quarter for non-compliance.
Telecom Regulatory Authority of India (TRAI) on Thursday proposed a revamped mechanism for telecom consumer grievance redressal, aimed at improving complaint handling and increasing accountability among telecom service providers.
Under the draft Telecom Consumers Complaint Redressal (Fourth Amendment) Regulation, 2026, telecom operators could face financial penalties of up to Rs 50 lakh per quarter for violations of the proposed rules.
The regulator has suggested that telecom companies must provide a clearly visible and accessible complaint registration facility across their websites, mobile applications and chatbot platforms.
The proposed framework also requires service providers to keep consumers regularly informed about the status and action taken on their registered grievances.
According to the draft paper, TRAI may impose a financial disincentive of Rs 1,000 for every instance where a complaint or appeal is found to have been improperly dismissed or unsatisfactorily resolved during complaint audits.
The regulator said the move is intended to strengthen transparency, improve customer service standards and ensure quicker and more effective grievance resolution for telecom users.
The proposed rules come at a time when digital customer support systems, app-based complaint handling and automated chatbot services are becoming increasingly common in the telecom sector.
Industry stakeholders and telecom operators are expected to submit feedback on the draft recommendations before the final regulations are implemented.