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TRAI Orders 24-Hour Complaint Centres for Telecom and Internet Users

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TRAI has ordered 24-hour complaint centres for telecom and internet providers, with human support, faster appeals and penalties for mishandled cases.

By News National Editorial Team

The Telecom Regulatory Authority of India (TRAI) has directed telecom operators and internet service providers to establish complaint centres that operate around the clock, under amended consumer complaint redressal rules announced on Monday. The centres may use AI-based agents, but the rules also require human assistance for at least 16 hours a day, according to Hindustan Times.

The amended rules introduce financial penalties for mishandling consumer complaints. The report says service providers could face penalties of up to ₹20 lakh per quarter per service area, depending on the nature and number of complaints or appeals found to have been wrongly disposed of. TRAI will also require operators to submit quarterly performance reports.

The rules address how customers contact providers and track complaints. They include requirements for a standard interactive voice response system, a human-support option, call-back facilities and complaint registration through apps and websites. Consumers are to receive status updates through SMS or email, and services must be available in a state’s official language in addition to Hindi and English.

The regulator has also shortened the period for filing an appeal from 30 days to 15 days and directed appellate authorities to decide appeals within 15 days. The report says complaints and appeals will be subject to consumer feedback surveys, with results published quarterly.

The revised framework is intended to make grievance redressal more accessible and accountable. However, the implementation timetable is staggered: the report says the rules take effect 30 days after publication in the Official Gazette, while some requirements—including 24-hour centres—are scheduled to apply later. Consumers should check the final Gazette notification and their provider’s updates for the applicable dates.

Sources: Hindustan Times; Akashvani News.India News,Akashvani News

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