Summary of this article
Trai has proposed stricter telecom complaint handling rules nationwide.
Telecom operators may face penalties up to Rs 50 lakh.
Users may get complaint tracking through apps and websites.
The Telecom Regulatory Authority of India (Trai) on Thursday released a draft regulation proposing a new system for handling telecom customer complaints. The proposal has included a penalty of up to Rs 50 lakh per quarter for telecom operators if they fail to follow the rules.
The proposed Telecom Consumers Complaint Redressal (Fourth Amendment) Regulation, 2026, aims to improve the way telecom companies deal with customer grievances and make complaint registration easier for users.
According to the draft, telecom operators will have to provide a clear complaint registration option on their websites, mobile apps and chatbots. Consumers should also receive regular updates on the status of their complaints and the action taken by the company.
Proposed Penalties
Trai has proposed financial penalties if complaints or appeals are dismissed wrongly or not resolved properly. If a complaint is found to have been dismissed improperly during an audit, the telecom company may have to pay Rs 1,000 for each such case.
For appeals that are handled improperly, the proposed penalty has been set at Rs 5,000 for every violation. However, the total penalty on a telecom operator has been capped at Rs 50 lakh per quarter for a service area.
The draft also said that telecom users should be able to file complaints, appeals, service requests and queries through websites and mobile applications. Companies will have to provide options for users to choose the category of their issue while registering a complaint.
New Features For Customer Engagement Improvement
If users are unable to explain their problem through the available options, they should also be allowed to send details through text messages or voice notes.
Trai has also proposed that telecom companies provide regular updates on complaint status, action taken and expected resolution timelines through their apps or portals until the issue is resolved.
In addition, telecom operators may be required to create a dedicated ‘Consumer Corner’ on their websites. This section should be displayed clearly on the homepage and include information about complaint centres, appellate authorities, consumer satisfaction survey reports and quarterly performance reports.
Trai has invited comments from stakeholders on the draft regulation. The last date to submit comments has been set as June 5.
FAQs
1. What is the maximum penalty proposed by Trai?
Trai has proposed a penalty of up to Rs 50 lakh per quarter for telecom operators for violations related to complaint handling.
2. What changes may telecom users see if the rules are implemented?Users may get easier complaint filing through apps and websites, regular updates on complaint status and the option to submit voice notes or text details.
