TRAI makes telecom complaint centres available around the clock
Consumers gain continuous access while providers remain responsible for redress.
Overview
Telecom and internet users will be able to contact complaint centres at any time under ’s 2026 rules. Providers can use AI, automated systems or staff, but must offer human help for at least 16 hours each day. They must tell users when AI handles a case and keep people overseeing its use. The rules cover internet providers with more than 10,000 subscribers.
The two-step process stays: users first contact the provider’s complaint centre, then appeal to its . The authority must decide within 15 days. can fine providers ₹1,000 for each wrongly closed complaint and ₹5,000 for each mishandled appeal, up to ₹20 lakh per each quarter. The changes may improve access, but only if providers offer real human help and stop automated systems from closing difficult cases.
Timeline
TRAI retained the two-tier path from complaint centres to appellate authorities
Consumers must continue to approach the service provider’s complaint centre first and then use the provider’s if the grievance remains unresolved. The amended rules require the to examine appeals, take appropriate action, and communicate a final decision within 15 days, while oversight and review mechanisms support ’s compliance checks.
TRAI imposed financial disincentives for improperly disposed complaints and appeals
The regulations impose a ₹1,000 for each complaint improperly dismissed or disposed of and ₹5,000 for each improperly disposed . The available regulation text sets a quarterly ceiling of ₹50 lakh per , while the supplied story brief identifies a ₹20 lakh ceiling, creating a source discrepancy that requires verification before publication.
TRAI required operators to disclose when consumers are interacting with AI
The amended framework requires consumers to be informed when an AI agent is handling their interaction. It also requires technology-based complaint handling to operate with appropriate , linking automated support to human responsibility for errors and unresolved grievances.
TRAI required operators to provide at least 16 hours of human assistance daily
Despite allowing automated and AI-based support throughout the day, the regulations require for at least 16 hours every day. This preserves access to a person for consumers whose complaints cannot be resolved through .
TRAI allowed operators to use AI and automated systems for complaint handling
The amended rules allow complaints to be handled by human representatives, automated systems, , other technology-based solutions, or combinations of these channels. Technology is permitted as a service channel, but the service provider remains responsible for the .
TRAI issued the Fourth Amendment Regulations with round-the-clock complaint-centre access
TRAI issued the . Complaint-centre support must now be available 24 hours a day, every day, instead of only under the earlier 16-hour arrangement. The framework applies to .
TRAI released draft rules to expand telecom complaint-centre access
released the for . The proposal would replace the existing 16-hour complaint-centre arrangement with round-the-clock access. invited written comments before moving toward final regulations.