TRAI's new rules: file complaints on mobile app, helpline open 24x7

What has changed

TRAI has issued the Telecom Consumers Complaint Redressal (Fourth Amendment) Regulations, 2026. Under these, customers can now file complaints and appeals, make service requests and get service-related information through the service provider’s mobile app, in addition to complaint centres, websites and web portals.

Consumer help through complaint centres will now be available all seven days, round the clock. At present this facility is available for 16 hours. The help may be given through representatives, automated systems, AI agents or a mix of these, but human assistance will remain available at least 16 hours a day.

What changed in appeals

The time limit to file an appeal after a complaint is resolved has been cut from 30 days to 15 days. According to TRAI, consumers usually want to appeal quickly, while a longer period unnecessarily adds compliance requirements. Appeals can now be filed through the app, website or portal, besides e-mail, post, in person or the customer service number.

The appellate authority must include one or more persons who are regular employees in the service provider’s management and have at least five years of experience. It will examine the appeal and inform its final decision within 15 days of receiving it. The old system of settling appeals through an advisory committee has been removed.

What is arranged for persons with disabilities

Every service provider must set up a special desk or helpline at its complaint or consumer help centre, with staff or assistive technology to take calls from persons with disabilities. Apps, websites and portals must have accessibility features in line with the government’s guidelines.

Monitoring and feedback

After a complaint or appeal is resolved, the service provider will conduct an online feedback survey. It will use a five-point scale from “fully satisfied” to “fully dissatisfied”, and the results will be published on its website every quarter. Every service provider must also place a quarterly report on complaints, appeals and feedback survey results before its CEO or board of directors.

Each service provider must also form a Consumer Complaint Redressal Monitoring Committee, with its own representatives and at least one representative of a consumer organisation registered with TRAI. Representatives of all states and union territories where it has more than ten thousand customers must be on the committee. It will meet at least once a year.

Which companies are covered

The amended regulations apply to internet service providers with more than ten thousand customers as on the last day of the previous financial year. The existing alternative criterion of annual financial turnover of more than five crore rupees has been removed.

TRAI may periodically review the working of service providers’ complaint redressal systems, including audit and inspection of records, audit and analysis of quarterly performance reports, and review based on consumer feedback. The amendment provides for financial penalties where an audit, inspection, analysis or review finds that a complaint or appeal was settled in violation of these rules, or where quarterly performance reports are not submitted or are submitted late.