TRAI: Appeal period reduced from 30 to 15 days; separate helpline for persons with disabilities..
Customers of telecommunications companies will now have access to 24-hour support for filing and resolving complaints. Human representatives will be available for 16 of these hours. The Telecom Regulatory Authority of India (TRAI) has issued new regulations to make the grievance redressal mechanism more accessible and accountable. Under these rules, support must be provided 24/7 at grievance centers. Companies may utilize a combination of human representatives, automated systems, and AI agents.
Complaints can also be filed via mobile apps.
Human representatives must be available for at least 16 hours daily, and technology-based services will require human oversight. The new regulations allow customers to file complaints, lodge appeals, and submit service-related requests or inquiries through the companies' mobile apps. The timeframe for filing an appeal following the resolution of a complaint has been reduced from 30 days to 15 days. Furthermore, the appellate authority is required to provide a final decision within 15 days of receiving an appeal.
Dedicated helpline for customers with disabilities
Telecom companies are required to provide a separate helpline for customers with disabilities, including dedicated help desks and accessible digital facilities. Customers will be able to submit complaints, appeals, service requests, and inquiries via their service provider’s mobile app. Existing channels—such as websites, web portals, and grievance centers—will remain available. Appeals may also be submitted via email, postal mail, or in person.
Establishing accountability for the use of AI
TRAI has released draft guidelines for the responsible use of AI and has invited feedback until November 27. According to the draft, issued on October 30, the use of AI in telecommunications services is steadily increasing; therefore, it is essential to ensure clarity and accountability regarding its deployment. This initiative aligns with the ‘India AI Governance Guidelines’ released by the central government in February 2026. The telecommunications sector serves as a critical component of the nation’s digital infrastructure. The objective of the draft is to enhance clarity and accountability regarding the use of AI in telecommunications networks and services.
Increased accountability for companies
Customers will be asked to provide online feedback on the resolution of their complaints and appeals using a five-point scale. The results must be published on the company’s website every quarter. Quarterly reports on the status of complaints and appeals, along with customer feedback, must be presented to the company’s CEO or Board of Directors. Companies will be required to establish a 'Consumer Complaint Redressal Monitoring Committee.'
New mechanism for penalties and oversight; fines of up to ₹20 lakh
A financial penalty of ₹1,000 per case will be imposed for the improper rejection of a complaint, and ₹5,000 per case for the improper rejection of an appeal. The total penalty will be capped at ₹20 lakh per service area, per quarter. Failure to submit quarterly reports will attract a penalty of ₹5,000 per day for the first 15 days, increasing to ₹20,000 per day thereafter, with a maximum limit of ₹10 lakh per instance.
Disclaimer: This content has been sourced and edited from NDTV India. While we have made modifications for clarity and presentation, the original content belongs to its respective authors and website. We do not claim ownership of the content.
