The Telecom Regulatory Authority of India (TRAI) has released draft amendments that would allow penalties of up to Rs 5 million per quarter to be levied on telecom service providers for mishandling consumer complaints. Operators could face fines of Rs 1,000 for each complaint improperly dismissed and Rs 5,000 for each appeal wrongly disposed of. The draft also mandates round-the-clock digital complaint registration through websites, mobile applications and chatbots, with consumers able to submit details via text or voice notes and receive regular status updates.
The move follows a marked rise in consumer grievances over the past two years. A December survey found that half of telecom customers who had lodged complaints in the preceding three years reported their issues remained unresolved, and nearly a quarter found the process of filing a complaint cumbersome. TRAI noted that its analysis of consumer feedback pointed to widespread dissatisfaction with existing grievance redressal mechanisms.
The draft further proposes that operators prominently display customer care information, complaint procedures, timelines and escalation options on their digital platforms.
The 2026 draft represents the first significant update to complaint-handling norms since 2012, reflecting the shift away from voice-based systems towards digital channels. TRAI observed that while interactive voice response systems (IVRS) remain relevant, consumers are increasingly using mobile applications, websites, chatbots and email to register and track complaints. The regulator said the changes are aimed at aligning complaint mechanisms with modern communication methods and improving overall tracking.
The amendment additionally tightens eligibility criteria for the appellate authority, requiring its members to be senior management personnel with a minimum of five years of relevant experience.
