TRAI telecom complaints draft proposes new redressal rules and fines up to Rs 50 lakh per quarter

Telecom regulator Trai on Thursday floated draft rules to change how telecom operators handle customer complaints. The proposal included penalties of up to Rs 50 lakh per quarter for breaches. It also laid out a new digital process for registering complaints and tracking outcomes across operator platforms.

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The draft, called the Telecom Consumers Complaint Redressal Fourth Amendment Regulation, 2026, set June 5 as the deadline for public comments. Trai said the new framework aimed to make complaint handling easier to access. It also sought clearer accountability for how grievances and appeals were decided.

Trai complaint redressal rules with telecom operator penalties

Trai said service providers could face penalties if audits showed poor complaint handling. The draft stated that an operator would pay Rs 1,000 for each complaint that was dismissed wrongly. It added that a higher penalty would apply when an appeal was rejected improperly.

For appeals, Trai proposed a financial disincentive of Rs 5,000 per offence. The draft also capped total penalties for a licensed or authorised service area. It said the maximum financial disincentive payable by a service provider shall not exceed rupees fifty lakhs per quarter.

Trai complaint registration on telecom operator apps, portals and chatbots

The draft made it mandatory to offer a clear complaint registration facility on web portals, apps and chatbots. It also required regular updates to consumers on action taken. Trai said these updates should continue through the interface until the complaint reached final resolution.

Trai proposed that every service provider should let consumers register complaints or appeals online. The same channels should also accept service requests and queries. Operators would need to offer a menu so subscribers could pick the category of communication.

The draft also covered cases where the listed options did not fit. It said the portal or app should let users add details by typing text. It also allowed consumers to submit extra information through a voice note option.

Trai Consumer Corner on telecom operator websites for complaint data

Trai also proposed a Consumer Corner on every telecom operator website. The section should be shown clearly on the homepage. It should carry details and statistics about the complaint centre and appellate authority, along with survey results and quarterly performance reports.

The draft regulation kept the focus on access, tracking, and review of complaint decisions. Trai’s proposal linked audit findings to financial disincentives, while setting a quarterly cap. Stakeholders can send feedback until June 5, after which Trai may consider changes to the draft framework.

With inputs from PTI